Please check below the most frequent reasons for the VPN connectivity issues and how to fix them on each device.  

 

• Change your default VPN protocol.
• Change your default VPN server.
• Check your antivirus software or firewall.
• Uninstall all third-party VPN applications and reinstall the Privado app.
• Send the connection log to Privado Support.

 

Change the default VPN protocol 

Windows
Mac
Android
iOS

Windows

1. Click the gear icon to open 'Settings'.
2. Select the 'VPN protocols' tab. Untick the box for the 'Automatic' connection and switch to IKEv2. Click 'Save'. 

3. If the IKEv2 fails to connect, switch to OPEN VPN, click 'Save' and retry the connection. 

 

Mac 

1. Click 'Settings'.
2. Select the 'VPN protocols' tab. Untick the box for the 'Automatic' connection and switch to IKEv2. 

3. If the IKEv2 fails to connect, switch to OPEN VPN, return to the main screen, and retry the connection. 

 

 

Android

1. Click the hamburger icon    to open the settings.
2. Select the 'VPN protocols' tab, and then select IKEv2.  

3. If the IKEv2 fails to connect, switch to OPEN VPN, and retry the connection. 

 

 

iOS

1. Click the hamburger icon    to open the settings.
2. Select the 'VPN protocols' tab, and then select IKEv2. Click 'Save'. 

3. If the IKEv2 fails to connect, switch to OPEN VPN, click 'Save' and retry the connection. 
 

 

Change your default VPN server location
 

Windows
Mac
Android
iOS

Windows  

1. Tap on the small arrow near your default VPN location.

2. Search for your preferred location using the   icon, or scroll down for other available locations.

3. Click on the city you need, and it will start connecting automatically. 

Mac 

1. Tap on the small arrow near your default VPN location.

2. Search for your preferred location using the   icon, or scroll down for other available locations.

3. Click on the city you need, and it will start connecting automatically. 

 

Android

1. Swipe upwards to expand the list of available server locations. 
2. Search for your preferred location using the    icon, or scroll down for other available locations.
3. Tap on the city you need, and it will start connecting automatically. 

iOS

1. Swipe upwards to expand the list of available server locations. 
2. Search for your preferred location using the    icon, or scroll down for other available locations.
3. Tap on the city you need, and it will start connecting automatically. 

 

 

Check your antivirus software or firewall 

Sometimes the VPN connection may be aborted by an antivirus or a firewall without displaying an alert. You can add PrivadoVPN to the list of your trusted apps, restart your computer, and try to reconnect.

 

Windows Security 
Avast
Kaspersky
BitDefender
ESET
Norton 
McAfee
AVG

 

 

Uninstall all third-party VPN applications and reinstall the Privado app

Due to the specifics of the VPN operation, different VPN apps installed on the same device may be blocking the connection. We recommend uninstalling other apps (at least temporarily) and reinstalling the Privado app from scratch. This is applicable for Windows, Mac, Android, iOS and FireTV. 

 

If you prefer not to delete other apps, you can use a native (non-app) setup as an alternative (Premium subscriptions only).

 

Send the connection log to Privado Support  

If you still have issues after trying the above methods, email us the connection log from your device. Our Tech Support works 24/7, and you can expect a reply with a solution within 1 hour or sooner. Here's how to obtain the connection log from your device: 

Windows
Mac
Android
iOS 
 

Windows 

1. Click the gear icon to open 'PrivadoVPN Settings'.
2. Select the 'Support' tab. Next, click 'View application data'.

3. Either 'Copy' or 'Save' the log and either paste it into the email (it is normal that the log is very long sometimes) or attach it as a file. 

 

 

Mac

1. Click the gear icon to open 'Preferences'.
2. Select the 'Support' tab. Next, click 'View application data'.

3. Either 'Copy' or 'Save' the log and either paste it into the email (it is normal that the log is very long sometimes) or attach it as a file. 

 

 

Android

1. Tap the hamburger icon    to open the 'Settings'. 

2. Select the 'Support' tab. Next, click 'View application data'.

3. Either 'Copy' or 'Share' the log to either paste it into the email (it is normal that the log is very long sometimes) or attach it as a file. 

 

iOS 

1. Tap on the hamburger icon    to open the 'Preferences'. 

2. Select the 'Support' tab. Next, click 'View application data'.

3. Either 'Copy' or 'Save' the log and either paste it into the email (it is normal that the log is very long sometimes) or attach it as a file. 

 

 

If you have further questions, to reach out to our Support click https://support.privadovpn.com/new.