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Troubleshooting VPN Connection Issues by Device

Cherie Fong

Troubleshooting VPN Connection Issues by Device

If you're experiencing difficulty connecting to ExpressVPN, the troubleshooting steps can vary depending on your device type and operating system. Please follow the steps below tailored to your setup.

Step 1: Identify Your Device

Select your device from the options below:

  • Phone
  • Laptop
  • Tablet

For Phone Users

iOS (iPhone)

Common Issues:

  • Connection drops frequently
  • Unable to connect
  • App crashes

Troubleshooting Steps:

  1. Ensure you are running the latest version of ExpressVPN from the App Store.
  2. Restart your iPhone to clear any temporary glitches.
  3. Toggle Airplane Mode on, wait 10 seconds, and turn it off to reset network connectivity.
  4. Verify that your internet connection (Wi-Fi or cellular) is working without VPN.
  5. Clear the ExpressVPN app cache (if possible) or reinstall the app.
  6. Try switching to a different VPN protocol within the app settings (e.g., from Lightway to OpenVPN).
  7. Disable any other VPN or security apps that may interfere.
  8. If you use Wi-Fi, try connecting via cellular data to isolate the issue.

Android

Common Issues:

  • Connection fails to initiate
  • VPN disconnects after a few minutes
  • App shows “Connecting” indefinitely

Troubleshooting Steps:

  1. Update ExpressVPN to the latest version via Google Play Store.
  2. Restart your device.
  3. Check your internet connection by using other apps.
  4. Clear the app cache and data: Settings > Apps > ExpressVPN > Storage > Clear Cache/Clear Data.
  5. Switch VPN protocols in the app’s settings.
  6. Disable battery optimization for ExpressVPN (Settings > Battery > Battery Optimization).
  7. Ensure no other VPN or firewall apps are conflicting.
  8. Switch networks (e.g., Wi-Fi to mobile data) to test connectivity.

For Laptop Users

Windows

Common Issues:

  • VPN fails to connect
  • Network drops on VPN connection
  • Error messages related to network adapter

Troubleshooting Steps:

  1. Update ExpressVPN to the latest version from the official website.
  2. Restart your Windows PC.
  3. Run ExpressVPN as Administrator.
  4. Disable IPv6 if conflicts occur: Go to Network & Internet settings > Change adapter options > Right-click your network > Properties > Uncheck IPv6.
  5. Reset network adapters: Open Command Prompt (Admin) and run the following commands:
    • netsh winsock reset
    • netsh int ip reset
  6. Temporarily disable firewall or antivirus to test connectivity.
  7. Switch VPN protocols in ExpressVPN settings.
  8. Try connecting to a different VPN server location.

macOS

Common Issues:

  • Unable to establish VPN connection
  • VPN disconnects unexpectedly
  • App freezes or crashes

Troubleshooting Steps:

  1. Update ExpressVPN via App Store or official website.
  2. Restart your Mac.
  3. Remove and reinstall ExpressVPN.
  4. Check your macOS firewall settings and allow ExpressVPN.
  5. Switch VPN protocols in app settings.
  6. Reset network settings: System Preferences > Network > Select your connection > Advanced > TCP/IP tab > Renew DHCP Lease.
  7. Try connecting on a different network.

For Tablet Users

(Tablet troubleshooting largely follows phone OS guidelines)

iOS (iPad)

Follow iPhone iOS troubleshooting steps.

Android Tablets

Follow Android troubleshooting steps.

Additional Tips

  • Ensure your subscription is active and hasn't expired.
  • Restart your router or modem if Wi-Fi issues persist.
  • Contact ExpressVPN support with detailed error messages/log files if issues continue.

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