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How to Solve Unstable Connection / Disconnection Issue/ Lag in Connection/ Frequent Disconnections?

Admin
Jul 07, 2014
Jul 19, 2017
72 Comments

Users who are frequently faced with problems including unstable connection/ disconnection issue/lag in connection/frequent disconnections etc. can get rid of all these issues and enjoy a seamless connection by following the steps mentioned on this page. We have summarized all the possible reasons and highlighted the solution for each of them so you can be on your way.

P2P
Switching the Protocol
Switch between the Servers
Firewall
Mobile Credentials
Internet Connection

Please use the comment box for your suggestions & feedback. For additional help, please submit support ticket with errors and screen shots (if possible) or contact our 24/7 live chat.

 

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Comments (72 )

72 Comments

  1. Michael Rigdon says:

    Aloha

  2. PureVPN Team says:

    We really apologies for the inconvenience. Your phone should not get disconnected if gets locked, if it is happening then kindly make sure to update PureVPN app to latest version.

    For windows, kindly check ‘Automatically connect if vpn drops’

    Hope this helps, if you still face any problem then feel free to reach out, we are here 24/7 to assist you!

  3. John Joseph says:

    Hello, could anyone here help me fix the disconnection problem? It was so annoying because I have to reconnect thousands of times when unlock my phone. The same problem in all devices from my Windows phone to iPhone and iPad. I did contact the team but they are not helpful in those stuff at all. They even told me would disable my acocunt permanently if I exceed over 200 sessions a day. But you see, I have no other options but to reconnect hundred times a day like that. Anyway, this is the worst feature of PureVPN.

  4. John Joseph says:

    Hey Luca, could you share with me how you fixed the disconnection problem? Sorry it was so annoying cause I have to reconnect manually everytime open my phone. Seems VPNteam are uselesss and they are not helpful at all.

  5. PureVPN Team says:

    We are sorry for the inconvenience. You are requested to disable all the settings from PureVPN app and exit completely from the system tray and task manager then open the app again as administrator and select the setting redial automatically. This should fix the issue.

    Feel free to reach out if you still face any problem!

  6. balaji says:

    After connecting to the vpn after sometimes automatically disconnecting with notification “This connection is already dialed-up” ( i am using windows 7 home basic (64- bit)

  7. PureVPN Team says:

    Hi,

    We are sorry for the inconvenience. Kindly tell us on which device you are using PureVPN and also let us know if you are using our app or manual connection? so may assist you in better way.

  8. PureVPN Team says:

    Hi,

    We are sorry for the inconvenience. We would suggest you try OpenVPN or SSTP protocol this should help you get connected.

    If you still face this issue then feel free to join us on 24/7 live chat for further assistance!

  9. KJ Ballin says:

    When I turn on any vpn at my school it automatically kicks me from the internet. So I have to turn off vpn then connect back to the wifi and turn vpn back on but it keeps disconnecting me from the wifi. Any suggestions the school wifi is open to anyone.

  10. vr says:

    I use a server in Bahrain where the P2P is ok as per your list, I got several time (quite rare) automatic disconnection while P2P was running. why there is no automatic re-connection or at least a way to secure internet by blocking it. I paid for only a month in order to check the service before to buy a year, it is clearly a major issue.

  11. Warren Wheelock says:

    how do i find how many connections i am useing ?

    • PureVPN Team says:

      Hi,

      Thanks for reaching out. Unfortunately for now there is no way to find this out but in future we will try to implement a system for our valuable users so you people can easily check your connected devices.

      Let us know if we can help you with anything else!

  12. Byron says:

    why is it that the windows app disconnects after 23h 59m 59 sec no matter what server you are connected to? I am having such huge issues with this. And i am running split tunneling so a manual connection is not viable. Please advise when this will be addressed.

  13. Cai Youmin says:

    Appeared VPN Error 647 Account disabled??? How to deal with????

    • PureVPN Team says:

      Hi,

      We are sorry for the inconvenience. Your account has been re-enabled.

      If you have any questions then feel free to join us on 24/7 live chat!

  14. PureVPN Team says:

    Hi Alex,

    Can you please elaborate your question so we may assist you in better way OR you may join us on 24/7 live chat for quick assistance.

  15. Alex Gonzalez says:

    I have a problem when you change country my country my internet connection will help

  16. PureVPN Team says:

    Hi,

    Thanks for reaching out. Can you please elaborate your question, so we may assist you in better way.
    OR you can also join us on 24/7 live chat for assistance.

  17. shakeel khan says:

    I was unable bo free data services in droid VPN after 1 day , because here is always showing to not connecting VPN ??

    What to do ??

  18. PureVPN Team says:

    We apologies for the inconvenience. In order to find out exact cause of disconnection, we request you to join us on live chat that way we can help you in better way.

    Looking forward to hear from you!

  19. HydroBandit says:

    Well as soon as I connect to the vpn it disconnects(vpn) right after and i don’t know what to do.

  20. Maddy Bertinshaw says:

    Hi there, I’m using PureVPN on my iPad but it drops out every couple of minutes. I have closed down all P2P applications but I’m not sure how to switch protocol or servers – can you please advise how this is done?

    Thanks,
    Maddy

    • PureVPN Team says:

      Hi Maddy,

      We are sorry for the inconvenience. You can see “Settings” button on top of PureVPN app, kindly tap on it and then you will see “Protocols (UDP/TCP) please toggle between them and connect to different location. That should solve disconnection problem.

      If issue persist then kindly join us on 24/7 live chat so we may assist you in better way!

  21. PureVPN Team says:

    Hi,

    I am sorry for the inconvenience. I would suggest you to configure PureVPN manually on your Android device https://support.purevpn.com/android-setup-guide

    Let us know if you still face this issue!

  22. TheOddBeardMan1 says:

    VPN disconnect from Android Jellybean Tablet ( 4.2.2 ) , my connection was so great but it always disconnected when I start to change my location is there any solution to that? I’ve download many VPN in my android but any of them didn’t work as well as on computer

  23. PureVPN Team says:

    Hi,

    I am sorry your problem is still not resolved, I would request you to join us on 24/7 live chat so we may assist you in better way.

    Thanks for being patient!

  24. PureVPN Team says:

    Hi,

    Thanks for reaching out to us. PPTP does not effect battery life.

    Feel free to contact us if you have further question/suggestion!

  25. PureVPN Team says:

    Hi,

    Good to know it worked. You can also share what problem you are facing with our new app so I can assist you in getting it to work.

    Thanks!

  26. Luca says:

    Hello, is it possible that PPTP on iPhone it sucks drastically battery life?

  27. PureVPN Team says:

    Hi,

    I am sorry for the inconvenience. Kindly try to connect again and let us know if you still get any error.

    Thanks!

  28. PureVPN Team says:

    Hi,

    I am sorry for the inconvenience. We do have french support, you can reach them Via:

    Email = akmal@purevpn.com
    Skype Id = akmalabbasi.gt

    Thanks and have a great day!

  29. PureVPN Team says:

    Hi,

    I am sorry for the inconvenience. Kindly download latest version of PureVPN iOS app and then you will not face this issue. You can download it from this page http://billing.purevpn.com/get_started

    Feel free to contact us if you still face any issue!

    • Luca says:

      Hello, I have the same problem (iPhone 5). When screen is off, VPN get off too ( I must go on settings to switch it on again). I have your last PureVPN 2.0 app. Any suggestions? Many thanks

    • Luca says:

      ok, nevermind, I fix it

    • Luca D.L. says:

      sorry, I spoke too early when I told I fixed… Before VPN get OFF as soon as the screen is off, now it seems it stay ON for some minutes with screen OFF (maybe 10min) and after again it turns VPN OFF again and I must manually turn it ON on “Settings”

      • PureVPN Team says:

        Hi,

        Thanks for reaching out to us. I would suggest you to download latest Version 5.1.0 of PureVPN iOS app and then you will not face this issue. You can download it from this page http://billing.purevpn.com/get_started

        If you still face this issue then let us know, we will assist you accordingly.

        • Luca says:

          Hello, I download the last version but still not working. Instead I follow instruction for set it manually and it is working fine. thanks (with PPTP)

  30. Anass says:

    Hi,
    there is any support in french language?
    Because I try to connect my mac to a french server but it doesn’t want and said me that: “Impossible d’établir une connexion au serveur PPP. Essayez de vous reconnecter. Si le problème persiste, vérifiez vos réglages et contactez votre administrateur.”
    & I use Purevpn App.
    Thank you

  31. Carol Rodriguez says:

    VPN disconnect from iPhone strait after I shout down the screen. Do you have any solution to that?

  32. PureVPN Team says:

    Hi,

    I am sorry for the inconvenience. I would suggest you to please check your system Power Settings and make sure that “Put the computer to sleep > Never” as it cause the disconnection.

    Moreover, you are requested to check the auto-reconnect feature manually. Connect VPN from the Software then click on WiFi / Lan icon from system tray then disconnect VPN. Software will assume it disconnection and will attempt to reconnect. Please check and confirm.

    You can also try to reinstall the client software from the mentioned below link then check and share the results with us:
    https://s3.amazonaws.com/purevpn-dialer-assets/windows/app/purevpn_setup.exe

    Let me know if it works out!

    • John Smith says:

      I already had put the computer to sleep > Never.

      I re-downloaded from the link you gave me, I was using the latest version anyway but thought I would try it

      I use an ethernet connection as I was wondering if my WiFi was causing the disconnects.

      If I disable my ethernet adapter with Internet kill switch off it does try to auto reconnect

      If I disable my ethernet adapter with Internet kill switch on it doesn’t try to reconnect

      If I pull out the ethernet cord it doesn’t try to reconnect any time

      When I forced a disconnect by downloading on another machine with internet kill switch off it did attempt to reconnect (but didn’t manage to, timeout maybe)

      When Internet kill switch is on though it doesn’t attempt to reconnect.

      It did disconnect about 4 times last night when no one is using the internet and you would think it would be a quiet time for the (euro) servers.

      Do I need to change something in my Windows Firewall to allow it to dial again if internet kill switch is on?

      Thanks

  33. John Smith says:

    I get disconnected quite a lot, is this normal? One thing I noticed causing some of the disconnects is if someone on my network not connected to the vpn starts downloading it will pretty much disconnect the vpn after 30 seconds or so. However it is fine if someone is just watching Youtube etc. I use TCP OpenVPN type connection 128 bit encryption.

    Another thing, I use a laptop with Windows 10 and the “Redial automatically if connection drops” doesn’t work. Is this a known Windows 10 bug or can I do something to fix it?

  34. PureVPN Team says:

    Hi,

    I am sorry for the inconvenience. I would suggest you to switch between protocols and different VPN servers then check . Also if you have access to Wifi router of your office network then disable its firewall too, as router’s firewall causes disconnections in VPN connectivity.

    Feel free to contact us if you still have any concern!

  35. Aasir Hissam says:

    Hi, We connect our office vpn connection in our mobiles (Android and apple) but it is disconnecting after 10 minutes. Please advise.

  36. Robu cristian says:

    hi purevpn team. when i want to conect at my acount and it s appear one errore, errore 647. i buy this acount 2 days ago for one month. where is the problem?

  37. Peter Paul says:

    Fixed now. A recommendation is to use a different protocol. Is this just a matter of changing the protocol or is a different server name involved? It is a particular problem on IPAD and modifying settings is a bit cumbersome.

  38. PureVPN Team says:

    Hi Peter,

    I apologies for the inconvenience, we have fixed the issue kindly check now.

    Let me know if I can help you with anything else!

  39. Peter Paul says:

    List above looks as if it shouldhave links behind it but nothing happens when I click the items

  40. PureVPN Team says:

    Hi Frederick,

    Thanks for reaching out to us. You may check by switching between protocols and servers. Also please disable your router firewall.

    Let me know it works out!

  41. Fredrick Jones says:

    Hi,
    1. I’m aware of the solutions above.
    2. I don’t get disconnected, here’s the issue;
    after increasing the data packet exchange to over a limit, just then, I face a 50% of packets loss thereafter, If any clue why it happens, it’s surely appreciated.

  42. PureVPN Team says:

    Hi David,

    I apologies for the inconvenience. PureVPN or any VPN, for that matter, tends to slow down due to various factors but if you are facing un usual speed issues then I would request you to have a look at this tutorial to improve your speed http://support.purevpn.com/how-to-turbo-charge-your-vpn-speed
    If you still face speed issues then let me know your operating system and purpose of using VPN, so I can assist you accordingly.

    Thanks for understanding!

  43. kennyzdh says:

    Why disconnect the connection automatically after 2 minutes

    • PureVPN Team says:

      Hi,

      I am sorry for the inconvenience. Can you kindly tell me on which device you are using PureVPN? And you are using our App Or manual connection? Kindly confirm these questions, so I can assist you in better way. I can still give you one advice which is to change protocols and see if your issue is resolved or not.

  44. David Mallinder says:

    This is absurd. Followed every one of these suggestions and getting at best, absolute best maybe 700k download speeds when using I could get over 4MB, and the connection keeps cutting out using EVERY protocol. No difference at all.

  45. PureVPN Team says:

    Hi Alex,

    I feel sorry your issue is still not resolved. I would request you to disable your firewall if you are connected with WiFi. I would also request your to try manual settings with different protocols If problem persist then please share your iOS version with me.

  46. PureVPN Team says:

    Hi Alex,

    I am sorry for the inconvenience. Here are few suggestions:
    – Switch protocols, try with different servers and see if it works.
    In case, this does not work then:
    – Configure PureVPN manually on your mobile, manual configuration settings can be found here https://support.purevpn.com/ios-setup-guide

    Let me know if your issue is resolved or not!

  47. PureVPN Team says:

    Hi Alex,

    Thanks for reaching out to us. You can use mobile account only on mobile. If you want to use it on all platforms, you should use PC account. If you want to convert to PC account, you can cancel your mobile account from iTunes and place a new order for PC account.

    Let me know if you need further help!

    • Alex Craig says:

      Ok, but even when im on my mobile i am always getting disconnecting after 20 seconds. Its not my internet as i get 100mbps/40mbps

  48. Alex Craig says:

    Hello,

    i also have a mobile account and wish to use it across all platforms such as pc/mac/ios. i have heaps of issues on ios/pc constantly disconnecting or not being able to connect. i dont believe its an internet issue as i get 100mbps down and 40mbps. and in case can is there a way to transfer my account to a pc one?

    Kind Regards,
    Alex

  49. PureVPN Team says:

    Hi,

    I am sorry for the inconvenience. Split tunneling does not cause disconnection issue, there must be some thing else. You can join us on live chat so we can find out what is causing it and we will help you sort it out.

    Thanks for understanding!

  50. Orion says:

    What do I do if I am using the split tunneling feature? I have this enabled and running and my connection stops everyday. I have not yet timed it but it is still aggravating to say the least.

  51. PureVPN Team says:

    Hi Pascal,

    I am really sorry for the inconvenience, i have personally discussed your problem with concerned dept, they have solved your issue. Please check your e-mail for confirmation.
    If you have any other problem, let me know, i will be more than happy to assist you.
    Have a Great day!

    • Pascal GRAFF says:

      Hi the Team !
      The pb is closed…
      Many thanks to Zeek ! 😉

      • PureVPN Team says:

        Hello Pascal!

        I am Glad that your issue has been resolved. If you have any question or suggestion in future, keep writing to us.
        Have a Great day!

      • PureVPN Team says:

        Hello Pascal!

        I am Glad that your issue has been resolved. If you have any question or suggestion in future, keep writing to us. We will be more than happy to assist you.

        Have a Great day!

  52. PureVPN Team says:

    Hello Pascal!

    Good Day. In order to solve disconnection problem, please read this article http://support.purevpn.com/my-vpn-disconnects-after-every-few-minutes-what-should-i-do, hope this will help. And yes you need to have PC credentials if you want to use PureVPN on all devices because mobile credentials only work on mobile devices. If you want to buy PC account, you need to cancel Mobile account, then you can order PC account.
    If you need any more help – you know where to find me! Have a great day 🙂

    • Pascal GRAFF says:

      I have made many mails to your team about this problem, but whithout response anymore… I WANT to take a PC account, but I CAN’T cancel my Mobile account…… Could you, PLEASE, cancel my Mobile account ? Or, if possible, transfer it to a PC account ? Thanks a lot for your action……

  53. Pascal GRAFF says:

    Hello !
    I see that mobile credentials are not adapted to PC connections… I have a premium acces with my mobile, for one year, and I will use it with my Pc too. Effectively, I have problems of disconnections with many servers; how can I solve this problem ? May I have a Pc account credential to use it with all my stuff (Pc, Android and Ios) ? And in this case, how to transfer my Mobile account to a Pc account ?
    Thank you for your help… 😉
    Best regards.

  54. Mani says:

    I’ve often found the best solution is changing protocols! Surely makes a hell of a difference in speed but then again you have to understand the level of encryption you desire…