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How to fix connection issues on Windows?

There are many internal and external factors involved in the process of making a VPN connection e.g. protocols used on your network, network preferences on your device, other software, type of network (home, public, mobile data), etc. Therefore, there might be a chance that something on your system might not be compatible with Sufshark default settings and cause unstable connection. 

 

However, most of such issues can be solved with a couple of minor adjustments on the Surfshark app or your device itself. 

 

If you notice the connection being unstable on your Windows device when connected to Surfshark VPN, here is what you should try at first: 

 

  •  Change the default protocol used on the Surfshark app.

    In order to do that, launch the Surfshark app, go to the Setting page, open the Advanced tab and look for an option to change the protocol. 

    Change the protocol form Automatic to OpenVPN(UDP). If that does not seem to help, try IKEv2 and OpenVPN(TCP) protocols.


  • Try other locations. 

    For various reasons, one location might provide a more stable connection compared to others. 

    To change the location, open the locations page on our app - you will find the full list of our locations. Test at least several server locations and see if the issue persists.

  • Turn off IPv6 on your Network.

    At the moment, IPv6 is not supported by our software. To see if you have it on your network, proceed to this tutorial.

  • Temporarily disable potentially interfering apps.

    Some apps that can take over network controls on your device might be interfering with Surfshark (or any other) VPN connection.

    That applies to anti-virus software, other VPNs, firewalls and file-sharing apps. If you have any of those and Surfshark seems to be unstable, disable other apps, reboot your device and see if the issue persists.

  • Remove parental/security controls on your router.

    Some network providers might have enabled network security features on your network. Most often such features are parental controls or some "Safe DNS" function. 

    Most often setting custom DNS on your router will do the trick. 



  • Reset the network settings using Surfshark Diagnostics tool.

    To do that, launch the Surfshark and go  to Settings -> Help -> DIagnostics -> Reset network.

    diagnosticstool.png

  • Reboot your device.


  • Reset the router. 


Finally, if the connection still seems to be unstable, feel free to contact our Customer Success Sharks via live chat or email and they will help you out!

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