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How to troubleshoot streaming issues?

Surfshark will help you to get access to many geo-restricted streaming services. However, sometimes it might take some adjustments on your device or your Surfshark app to access the streaming service. If the streaming website/app does not seem to work after connecting to the Surfshark server, you may want to try some of the solutions below.


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  • Try other server locations.

    If you know that the streaming service must work in some specific country, but it does not work after connecting to it, you may try other locations in the same region. If US-based streaming does not work after connecting to our server in New York, try alternative servers, such as Detroit, Miami, or Boston.

 

  • Clear cache of your browser/app.

    Some websites might still receive the old information of your location that was previously collected by your browser. To remove it, clear the cache of your browser or uninstall and reinstall the app that you use for streaming.

 

  • Check if your connection to the Surfshark server was successful.

    After connecting to one of the Surfshark servers, your private IP and DNS addresses should be invisible. However, if something interferes with your VPN connection, your IP or DNS address might "leak" and provide the streaming service with your real location. Feel free to follow this tutorial on how to check if your VPN connection was successful.

 

  • 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.

 

  • Turn off Location services (GPS)

    If you are trying to use some streaming service on your Smartphone, make sure the GPS location tracking is turned off. 

 

  • Restart your device and try again.

  • If the problem occurs with Netflix specifically, you may want to check this article.

 

If the problem persists, our customer success team will help you 24/7 over a live chat or email.

 

You may also be interested in:

  1. How to troubleshoot Smart DNS issues?
  2. How does Smart DNS work?
  3. How to set up a VPN-protected Wi-Fi hotspot using Windows?
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