By following a few simple steps, it is possible to resolve this specific issue. However, it is important to note that certain work or home networks may impose specific restrictions that can potentially hinder the VPN connection.

• Possible solutions:

1. Change the location
2. Change the connection protocol
3. Update or reinstall the application
4. Reset network settings

• Change the location

If you're having trouble connecting to our servers in a specific location, please try connecting to another server in a different location. For example, if you're trying to connect to our servers in the United States, try connecting to a server in Canada or any other country.

It's also possible that you're unable to connect to one particular server because it could be experiencing some issues. If so, please let our 24/7 customer support team know about the location you are struggling to connect to, and our team will begin their investigation.

• Change the connection protocol

The performance and stability of your connection can be influenced by the type of VPN protocol you choose. It is crucial to select the appropriate protocol when connecting to a VPN server. PureVPN suggests utilizing the automatic protocol, as it will automatically determine the most suitable connection setting for you. However, if the Automatic protocol option does not work, you can switch between different protocols as an alternative approach.

Wondering how to switch between protocols? Follow the instructions below 👇

1. Click the Preferences icon from the left panel of the PureVPN app.
2. From the general settings, select the Protocol tab.
3. Choose your desired protocol from the drop-down menu.
4. Test all the available protocols (one by one).

• Update or reinstall the application

If you are encountering difficulties in establishing a connection, it could be due to using an outdated version of the PureVPN application. If you have already confirmed that you are using the latest released version, consider performing a complete reinstallation of the application.

• Reset network settings

As a last resort, we suggest resetting your device's network settings. In order to do that on a Linux device, you can follow our separate guide which you can find here.

It is important to note that when using a VPN, a certain degree of speed loss (approximately 30%) is normal. However, if you have noticed a greater decrease in your connection speed, you can attempt the following adjustments.

• Possible solutions:

1. Change the location 
2. Change the connection protocol

• Change the location

If you are experiencing slow speeds on any particular location, try connecting to another server location (preferably the one closest to your current location) or a different city of the same server location.

If you are still experiencing slow speeds, please let our 24/7 customer support team know about the location you are struggling to connect to, and our team will begin their investigation.

• Change the connection protocol

The type of VPN protocol you choose can impact the stability and performance of your connection. It's crucial to select the appropriate protocol when connecting to a VPN server. If you encounter slow speeds, you can try switching to different protocols to improve your connection.

Wondering how to switch between protocols? Follow the instructions below 👇

1. Click the Preferences icon from the left panel of the PureVPN app.
2. From the general settings, select the Protocol tab.
3. Choose WireGuard and test the speed again. 

• Possible solution:
  • Reset your password
     
• Reset your password

Please use your PureVPN registered email address to login, along with the password you set up during account creation. If you're having trouble logging in, please reset your password by going to the login screen of the PureVPN application and clicking on the "Forgot your password" link under the password field. You will receive an email with instructions on how to reset your password. Follow the instructions in the email to reset your password.

In this guide, you will learn how to troubleshoot issues that cause VPN to disconnect on your Windows device. Eg: The app disconnects immediately or some time after being connected.

• Possible solutions:

1. Change the location
2. Change the connection protocol

• Change the location

Please try connecting to another server in a different location. If you're no longer experiencing disconnection after connecting to a different VPN server location, then please let our 24/7 customer support team know about the location you are struggling to connect to, and our team will begin their investigation.

• Change the connection protocol

VPN protocol type affects the performance and stability of your connection. Be sure to select the correct protocol when connecting to a VPN server. PureVPN recommends the automatic protocol as it will pick up the most appropriate connection setting for you. But in case the Automatic protocol option does not work for you then you may proceed to switch between different protocols.

Wondering how to switch between protocols? Follow the instructions below 👇

1. Click the Preferences icon from the left panel of the PureVPN app.
2. From the general settings, select the Protocol tab.
3. Choose your desired protocol from the drop-down menu.
4. Test all the available protocols (one by one).

• Why this occur?
  Firewall is blocking the connection OR port 1723 is blocked on your network.
   
• Recommended Action:
  Disable the firewall or allow port 1723 through local firewall settings.

• Reason:
  OpenVPN Client not working.
   
• Recommended Action:
  In cases of IP Routing Conflict, please check your IP from any IP checking site as in most cases, VPN is connected as this can be verified from VPN logs as well. The logs will show Initialization Sequence Completed.
  
  But if you are still getting your ISP IP, then it seems that the OpenVPN client is not working properly. Either there are some new updates available for router/ firmware that are not installed or the client was not activated when router was rebooted. Please update your Firmware or reset router to default settings and then retry to connect to VPN.

• Reason?
  This error indicates that an outdated certificate file is being used.
   
• Recommended Action:
  Change the OpenVPN tunnel configuration to use the new server certificate. To download the Recommended OpenVPN files click on this link.

• Description:
  It can be that some connection attempts will throw an AUTH FAILED error message and depending on your device and operating system.
   
• Recommended Action:
  This error message is thrown by the OpenVPN protocol and can mean one of two things:
  The credentials are incorrect. Follow this guide to find your VPN credentials.
  The account is expired.

• Description:
  This particular error can have multiple different causes as it is a fairly generic error message. A possible explanation is that the TCP or UDP ports being used are blocked on the user's network.
   
• Recommended Actions:
  This error can be resolved by using Multiports. You may try ports with the following range on TCP and UDP respectively.
  UDP: 5500 – 55000
  TCP: 80, 5500 – 55000