Unable to connect to PureDome service

In this guide, you will learn how to troubleshoot connection issues on your Linux 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
• Reset network settings

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

If you're having trouble connecting to a VPN, it could be because the network port required is blocked on your work or home network. To test which protocol is best for you, make sure to try out all of the available options on Linux: OpenVPN (UDP), OpenVPN (TCP), IKEv2, PPTP, SSTP and L2TP.

Reset network settings

As a last resort, we suggest resetting your device's network settings. In order to do that on a Linux device, you can follow our separate guide which you can find here.

My Internet speed is too slow with PureDome service

In this guide, you will learn how to troubleshoot possible speed issues on your Linux 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:

• Change server location 
• Change the connection protocol

Change server location

We recommend that you try several locations, you'll get the best results by connecting to the server nearest your physical location.

Change the connection protocol

If you are experiencing slow speeds on your Linux computer, it could be because of the protocol you're using to connect to the VPN. Try out IKEV, PPTP, or OpenVPN (UDP) for a better connection speed.

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:

• Change the location
• Change the connection protocol

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

If you're having trouble with an issue that causes VPN to disconnect automatically, try other protocols. To test which protocol is best for you, make sure to try out all of the available options on Linux: OpenVPN (UDP), OpenVPN (TCP), IKEv2, PPTP, SSTP and L2TP.