PureVPN macOS Troubleshooting

Tackle common macOS-related issues, connection errors, and setup challenges effortlessly. Empower your online security and privacy with expert tips and solutions for a seamless VPN experience on your Mac.

Written By Lorenzo Vincent

Updated at October 13th, 2023

If you encounter an error message or any other problem while attempting to connect to PureVPN's servers, you can attempt these solutions to resolve issues related to your connectivity or general functionality.

Unable to connect to PureVPN service

In this guide, you will learn how to troubleshoot connection issues on your macOS device.

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
  5. Add PureVPN as an exception to your antivirus or any other online security application 
  • Change the location

If you encounter difficulties while attempting to establish a connection to our servers in a particular location, we recommend trying to connect to a server in a different location. For instance, if you are experiencing issues connecting to our servers in the United States, consider connecting to a server in Canada or any other country as an alternative solution.

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 ūüĎá

  1. Click the Preferences icon from the left panel of the PureVPN app.
  2. From the general settings, select the Protocol tab.
  3. Turn off Automatic protocol selection to change your protocol selection.
  4. A warning will appear, click Proceed to continue.
  5. Choose your desired protocol from the drop-down menu.
  6. 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 macOS device, you can follow our separate guide which you can find here.

  • Add PureVPN as an exception to your antivirus or any other online security application

When using the PureVPN app alongside an antivirus or online security application, it is possible that the VPN connection may be blocked by your antivirus or online security software. To prevent this problem, we recommend adding PureVPN as an exception to your antivirus or online security application before establishing a connection. For specific instructions on how to add an exception, please reach out to your antivirus or online security application provider.

 
 

My Internet speed is too slow with PureVPN service

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. Try the recommended server option 
  2. Change the connection protocol
  3. Sort the servers using ping
  • Try the recommended server option (for shared IP VPN users)

Wondering what is the recommended server?

Well, the recommended server will automatically connect you to a country/ server proposed by our smart algorithm (based on geographical distance). Read more about how our smart algorithm works.

How to get connected with the recommended location/server? Follow the instructions below ūüĎá

Click the Locations at the left panel of the PureVPN app and click the Recommended Server option to connect. The app will connect you to the fastest VPN server available.

  • 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 ūüĎá

  1. Click the Preferences icon from the left panel of the PureVPN app.
  2. From the general settings, select the Protocol tab.
  3. Turn off Automatic protocol selection to change your protocol selection.
  4. A warning will appear, click Proceed to continue.
  5. Choose IKEV (for dedicated IP  VPN users) or WireGuard (for shared IP VPN users) and test the speed again 
  • Sort the servers using ping (for shared IP VPN users)

Ping is a computer network administration software utility used to test the reachability of a host on an Internet Protocol. Ping can be used to test the reachability of a host on an IP address. 

To be able to see the Ping values on locations please follow the instructions below ūüĎá

  1. Click the Settings icon from the left panel of the PureVPN app.
  2. From the general settings, go to the Advanced settings tab. 
  3. In the advanced settings tab, scroll down to be able to see the Show ping values option.
  4. Toggle Show ping values to turn it on.
  5. Once done you will be able to see the ping values beside the locations.
  6. Connect with the lowest ping (ms) server location and test the speed again. 
 
 

Unable to login to PureVPN service

  • 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.

 
 

VPN keeps disconnecting

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

  • Possible solutions:
  1. Change the location
  2. Change the connection protocol
  3. Add PureVPN as an exception to your antivirus or any other online security application
  • 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 ūüĎá

  1. Click the Preferences icon from the left panel of the PureVPN app.
  2. From the general settings, select the Protocol tab.
  3. Turn off Automatic protocol selection to change your protocol selection.
  4. A warning will appear, click Proceed to continue.
  5. Choose your desired protocol from the drop-down menu.
  6. Test all the available protocols (one by one).
  • Add PureVPN as an exception to your antivirus or any other online security application

If you use the PureVPN app while an antivirus or online security application is running, your antivirus or online security application may block the VPN connection. In order to avoid this issue, please add PureVPN as an exception (for specific instructions, contact your antivirus or online security application provider) to your antivirus or online security application before connecting to PureVPN.

 
 

Unable to Stream

Please note that if the website requires a paid subscription, then you must have a valid subscription to access the website.

In this guide, you will learn how to troubleshoot issues that cause VPN to stream your desired content on your macOS device.

  • Possible solutions:
  1. Try to connect via Streaming shortcut.
  2. Try to select the different city of the same country in the PureVPN application.
  3. Try and clear browsers cache and cookies of the browser or the app of the respective streaming service.
  • Connect via Streaming shortcut:
  1. Click the Locations¬†ūüĆź option at the left panel of the PureVPN app.
  2. Go to the Shortcuts option and select desired shortcut from the list. 
    (If your desired shortcut is not available there, you can add shortcut, click here how).
  3. You are now connected to the desired shortcut.
  • Select the different city of the same country in the PureVPN application:
  1. Click the GlobeūüĆźicon at the left panel of the PureVPN app.
  2. Click the Arrow icon > provided besides locations and a list of cities will be displayed.
  3. List of available cities will be displayed next to each country. 
  4. Choose your desired City to get connected.
  5.  You are now Connected to your desired city.
  • Clear browsers cache and cookies:
  1. To clear your browser cache, you can refer to the specific instructions provided in our support article related to your particular web browser.
 
 

Note: If you have any other questions or are experiencing any issues, please don't hesitate to contact our 24/7 customer support team either via live chat or email at  help@purevpn.com. We're always happy to help!