Unable to connect to PureDome service

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

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
• Change the connection protocol
• Update or reinstall the application
• Reset network settings
• Add PureDome as an exception to your antivirus or any other online security 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 👇

• Click the Settings icon from the left panel of the PureDome app.
• Select the Protocol tab.
• Toggle Automatic Protocol Selection to change your protocol selection.
• A warning will appear, click Proceed to continue.
• Choose your desired protocol from the drop-down menu.
• 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If you're struggling to connect, it may be because you have an outdated PureDome application.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.

Reset network settings

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

Add PureDome as an exception to your antivirus or any other online security application

If you use the PureDome app while an antivirus or online security application is running, your antivirus or online security application may block the VPN connection. To avoid this issue, please add PureDome as an exception (for specific instructions, contact your antivirus or online security application provider) to your antivirus or online security application before connecting to PureDome.

My Internet speed is too slow with PureDome service

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

When you go online without a VPN, your traffic goes straight from your device to its destination and then back again. But when you use a VPN, your traffic goes through a VPN server first, and then to its destination. This could slow down your internet speed as VPNs have protocols for encryption. 

Although Internet speed is not highly affected by other factors, there are a few things that can come into play and affect your connection, such as:

• The geographical distance between you and the PureDome server.
• The VPN protocol used.
• Your Internet speed (without VPN).

If you notice your Internet speed (after connecting to PureDome service) is slightly slower than normal, then there are some minor changes you can make to improve it.

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 👇

• Click the Shared Locations at the left panel of the PureDome app and click the Recommended Server option to connect. 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 👇

• Click the Settings icon from the left panel of the PureDome app.
• Select the Protocol tab.
• Toggle Automatic protocol selection to change your protocol selection.
• A warning will appear, click Proceed to continue.
• Choose IKEv2 (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 👇

• Click the Settings icon from the left panel of the PureDome app.
• In the general settings tab, scroll down to be able to see the Show ping values option.
• Toggle Show ping values to turn it on.
• 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 Windows 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 Windows device. Eg: The app disconnects immediately or some time after being connected.

Possible solutions:

• Change the location
• Change the connection protocol
• Add PureDome as an exception to your antivirus or any other online security application

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 👇

• Click the Settings icon from the left panel of the PureDome app.
• Select the Protocol tab.
• Toggle Automatic protocol selection to change your protocol selection.
• A warning will appear, click Proceed to continue.
• Choose your desired protocol from the drop-down menu.
• Test all the available protocols (one by one).

Add PureDome as an exception to your antivirus or any other online security application

If you use the PureDome app while an antivirus or online security application is running, your antivirus or online security application may block the VPN connection. In order to avoid this issue, please add PureDome as an exception (for specific instructions, contact your antivirus or online security application provider) to your antivirus or online security application before connecting to PureDome.