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

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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  • PureVPN Team

    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!

  • John Joseph

    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.

  • PureVPN Team

    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!

  • PureVPN Team

    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.

  • PureVPN Team

    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!

  • Warren Wheelock

    how do i find how many connections i am useing ?

    • PureVPN Team

      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!

  • Byron

    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.

    • PureVPN Team

      Hi,

      Thanks for reaching out. We have fixed this issue in latest version of our app, kindly download it from our website and then you should not face this issue

      Download: http://billing.purevpn.com/get_started.php

      Let us know if you have further questions!

  • Cai Youmin

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

    • PureVPN Team

      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!

  • PureVPN Team

    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.

  • PureVPN Team

    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.

  • PureVPN Team

    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!

  • Maddy Bertinshaw

    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

      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!

  • PureVPN Team

    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!

  • PureVPN Team

    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!

  • PureVPN Team

    Hi,

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

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

  • PureVPN Team

    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!

  • PureVPN Team

    Hi,

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

    Thanks!

  • PureVPN Team

    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!

  • PureVPN Team

    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 D.L.

      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

        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.

  • PureVPN Team

    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!

  • PureVPN Team

    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!

  • PureVPN Team

    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!

  • PureVPN Team

    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!

  • PureVPN Team

    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!

  • kennyzdh

    Why disconnect the connection automatically after 2 minutes

    • PureVPN Team

      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.

  • PureVPN Team

    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.

  • PureVPN Team

    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!

  • PureVPN Team

    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!

  • PureVPN Team

    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!

  • PureVPN Team

    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

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

      • PureVPN Team

        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

        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!

  • PureVPN Team

    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 🙂

  • Mani

    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…

    • PureVPN

      We are glad that it worked for you. Let us know if you come across an issue in the future. We would love to help..