How to fix unable to connect issues on Windows

Problem

You can’t connect to a VPN server on Surfshark’s Windows app.

NOTE: Although connection problems can usually be fixed with a few simple steps, different networks may have specific restrictions that could prevent the VPN connection. This means that the exact steps to resolve the issue may vary depending on the network you are trying to connect to.

Common symptoms

• You get error notifications.
• The app is stuck on the “Connecting” status.
• The connection fails immediately after clicking connect.

Troubleshooting steps

NOTE: Make sure to check your connection after each step.
 

1. Try manually connecting to several different countries.
    
   • If you are unable to connect to one particular server, try several different locations (e.g., if Detroit fails, try Berlin).
   • If you used the “Quick connect” button to connect to the VPN, try manually connecting to several countries instead.
     This helps determine if the issue is with a specific server or the app itself.
      
2. Change the VPN protocol.
    
   1. Open the Surfshark application and go to the Settings tab.
   2. Open the VPN Settings tab and click on Protocol.
   3. Test all available protocols (WireGuard, OpenVPN UDP/TCP) to see if one resolves the block.
       
3. If you have an antivirus, ensure Surfshark is on the exclusions list.
    
   • Antivirus software may flag VPN modifications as security threats. Disable your antivirus temporarily or add Surfshark as an exception, and remove any other VPN applications installed on your device.
      
4. Update or reinstall the Surfshark app.
    
   • Update Surfshark to the latest version to ensure the best connectivity. If you are already up to date, try reinstalling the application.
      
5. Disable IPv6.
    
   • Surfshark does not currently support IPv6, and having it enabled can interfere with the connection. Follow the instructions to disable IPv6 on Windows.
      
6. Set custom DNS.
    
   • Changing your DNS can resolve unstable connections or help establish a tunnel. Follow the guide on how to set custom DNS on a Windows device.

Additional tips

• Restart your device.
• Check if the issue persists on different devices in the same network.
• Check if the issue persists on other networks.
• Make sure that your internet connection is active.

You may also be interested in:

• How to troubleshoot slow speed problems
• Does Surfshark support IPv6? Do I have it on my network?
• What protocols can I use with Surfshark?