Unable to connect to PureDome service

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

This particular problem can be fixed by taking a few easy steps. But, depending on the work or home network you're using, some networks may have specific restrictions that could block the VPN connection.

Possible solutions:

• Change the location
• Change the connection protocol
• Update or reinstall the application

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

VPN protocol type affects the performance and stability of your connection. Be sure to select the correct protocol when connecting to a VPN server. PureDome 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 👇

• Tap hamburger icon (≡) from the top left.  
• Tap Settings.
• Tap Advanced tab.
• Tap Connection Protocol.
• Toggle Automatic protocol selection to change your protocol selection.
• A warning will appear, tap Ok to continue.
• Choose your desired protocol from the list.
• Test all the available protocols (one by one).

Update or reinstall the application

If you're struggling to connect, it may be because you have an outdated PureDome application. If the application is the newest released version, try fully reinstalling it.

My Internet speed is too slow with PureDome service

In this guide, you will learn how to troubleshoot possible speed issues on your Android device.

Keep in mind that some speed loss (about 30%) should be expected when using a VPN. If you have found that your connection speed has decreased more than this, you can try the adjustments below.

Possible solutions:

• Try the recommended server option 
• Change the connection protocol
• 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 algorithms work.

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

• Tap the Connect icon at the centre and 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. PureDome 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 👇

• Tap hamburger icon (≡) from the top left.
• Tap Settings.
• Tap Advanced tab.
• Tap Connection Protocol.
• Toggle Automatic protocol selection to change your protocol selection.
• A warning will appear, tap Ok to continue.
• Choose IKEV (for dedicated IP/ gateway 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 👇

• Tap hamburger icon (≡) from the top left.
• Tap Shared Locations.
• To sort by ping, pull down on the location tab.
• Tap the sorting icon and tap ping. 
• Once done you will be able to see the ping values beside the locations.
• Connect with the lowest ping (ms) server location and test the speed again.

Unable to login to PureDome service

In this guide, you will learn how to troubleshoot login related issues on your Android device.

Possible solution:

• Reset your password

Reset your password

Please use your PureDome 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 PureDome 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 Android device. Eg: The app disconnects immediately or some time after being connected.

Possible solutions:

• Change the location
• Change the connection protocol
• Disable your mobile device’s Wi-Fi settings

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. PureDome 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 👇

• Tap hamburger icon (≡) from the top left.
• Tap Settings.
• Tap Advanced tab.
• Tap Connection Protocol.
• Toggle Automatic protocol selection to change your protocol selection.
• A warning will appear, tap Ok to continue.
• Choose your desired protocol from the list.
• Test all the available protocols (one by one).

Disable your mobile device’s Wi-Fi settings

Some mobile devices automatically switch to use data when an unstable Wi-Fi network is detected, which can result in your VPN connection dropping. To fix this, try disabling any network-switching settings on your mobile device.

Wondering how to disable network switch on Android, follow the instructions below 👇

• Samsung devices
  • Disable Smart Network Switch.
• Google Pixel devices
  • Go to Settings > Network & internet > Wi-Fi.
  • Tap Wi-Fi preferences > Advanced.
  • Toggle Switch to mobile data automatically off.