If you get this error when trying to start the Surfshark app or connect to a server, that means that the background service of Surfshark was unable to start for some reason. Therefore, the app can not function properly.
Most of the time, typical reasons cause this issue that can be solved with a couple of adjustments. If you get this error, here is what you should try first:
- If you have some anti-virus software running, temporarily disable it.
Alternatively, you can make an exclusion for Surfshark in the settings of the anti-virus app. Here's an example of how that can be done on Avast anti-virus.
- Restart your computer.
That will close all the idle apps and their background processes that might be running and interfering with Surfshark.
- Restore the original settings of your Surfshark app.
To do that, open the Surfshark app, go to Settings -> Help -> Diagnostics -> Restore original settings. That will give your app a fresh start and likely fix the background service issue.
- Reinstall your Surfshark app.
Sometimes, during the initial installation, some files might fail to install. That could happen for various reasons, e.g., anti-virus software forbidding the installation or some changes in your system during the installation process.
Please try reinstalling your Surfshark app. Uninstall it at first, then download the app from here and install it again.
If that does not help, you can even try installing an older version. You will find it here.
If you're still having trouble with the app, or have any further questions, our customer success team will help you 24/7 over a live chat or email.