Unable to connect to PureDome service

In this guide, you will learn how to troubleshoot connection issues on the PureDome browser extension.

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

Possible solutions:

• Change the location
• Disable ad-block extensions
• Update or reinstall the browser extension

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.

Disable ad-blocker extensions

Make sure that there are no active ad-blocker extensions running, as VPN browser extensions may cause interference with these ad-blockers.

Update or reinstall the browser extension

If you're struggling to connect, it may be because you have an outdated PureDome browser extension. If the browser extension 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 browser extension.

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:

• Change the location

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.

VPN keeps disconnecting

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

Possible solutions:

• Change the location
• Disable ad-block extensions

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.

Disable ad-blocker extensions

Make sure that there are no active ad-blocker extensions running, as VPN browser extensions may cause interference with these ad-blockers.