Problem
You can’t use a streaming service while connected to Surfshark.
Common symptoms
- You get errors related to using a VPN.
- The streaming content does not load.
Troubleshooting steps
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Switch to a different server. Streaming services block individual IP addresses. Reconnecting often gives you a fresh IP that isn't blocked.
- Completely close your streaming app or browser.
- Reconnect to a different city or server in the same country.
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Reopen the service and try again.
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Perform a Surfshark DNS leak test.
To ensure you’re properly connected to Surfshark, look for the “Connected and safe” message. If you do not see it, there might be an issue with your connection, and you should try restarting your device and connecting to Surfshark again.
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Clear the browser’s cache or the streaming application’s cache.
NOTE: On iOS devices, the streaming application needs to be reinstalled instead of clearing the cache.
NOTE: On Android devices, follow these steps to clear the cache:
- Open the “Settings” application.
- Use the search button and type “Apps.”
- Look for the streaming app and tap on it.
- Tap “Force Stop” at the bottom right. When you get the warning dialog, tap “OK.”
- Scroll down to “Usage” and tap on “Storage.”
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Tap “Clear cache.”
- Turn off third-party web protection services that could interfere with your connection.
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Turn off Location services (GPS)
If you are trying to securely access a streaming service on your Smartphone, make sure the GPS location tracking is turned off. -
Incognito mode.
Open the Incognito (Private Browsing) mode on your browser and go to the streaming website there. You can launch the Incognito mode by pressing CTRL+SHIFT+N or CTRL+SHIFT+P on your keyboard.
Additional tips
- Try using a different device on the same network.
- If you're using the streaming app, try switching to a browser instead.
- If the problem occurs with Netflix specifically, you may want to check this article.