How to fix unable to connect issues on Android

 
Problem

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

NOTE: Although connection problems can usually be fixed with a few simple steps, different home, work, or school networks may have specific restrictions. The exact steps to resolve the issue may vary depending on the network environment you are using.

Common symptoms

• The app is stuck on the “Connecting” status.
• The connection fails immediately after clicking connect.
• You are unable to establish a tunnel on specific networks (Wi-Fi or mobile data).

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.
    
   • It's possible for your VPN connection to be blocked by your antivirus program or another VPN application installed on your device. In order to avoid this, it's important to disable your antivirus and remove any other VPN applications. Restart your device afterward.
      
4. Update or reinstall the Surfshark app.
    
   • If you installed Surfshark via the .APK file from the website, try the Google Play Store version instead.
   • If you are currently using the Play Store version and it fails, try the direct .APK installation found on the Surfshark VPN download page.
     
     Learn more how to reinstall Surfshark app on Android.
      
5. Disable IPv6.
    
   • Surfshark does not currently support IPv6, and having it enabled can interfere with the connection. If you are using a mobile network connection, check how to disable IPv6 on Android.
     
     If you are using a Wi-Fi connection, you can disable it through your router or by contacting your Internet Service Provider and asking them to disable this feature.
      
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 Android device.

Additional tips

• Restart your device to clear any temporary software glitches.
• Check if the issue persists on different networks (e.g., switch from Wi-Fi to mobile data).
• Make sure that your internet connection is active before attempting to connect.

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?