Support Documentation :: Connection Errors Mac

If your vpn connection seems to be unable to connect OK, please follow the troubleshooting steps below:

 

Firewall, anti-virus or anti-spy application conflicts

Errors detected in the log file

Can't connect via UDP

Application Crashes

Still having problems?

 

 

1. Firewall, anti-virus or anti-spy application conflicts

These errors may be caused by firewall, anti-virus or anti-spyware conflicts. 

Try disabling firewall/anti-virus/anti-spyware programs to see if that solves the problem.

If disabling the firewall fixes the problem, in most cases the firewall software can be configured to work with the VPN by adding an exception or rule change.  

If no setting can be found to adjust for the  firewall, such as changing security from "high" to "medium", granting an exception to ExpressVPN or UDP port 1194, or for "trusting" openVPN, then please uninstall the firewall, re-install ExpressVPN, then CONNECT the VPN so it is ON, and re-install the firewall. This appears to allow the firewall to accept the VPN as already being there.

 

 

2 .Errors detected in the log file

 When you experience errors with connecting to ExpressVPN, most of the errors are captured in our log file.  Thus, to troubleshoot the issue and get you connected asap, it is important that you read the log file and check for any errors.

 

Below are some common errors that can can be seen in the log file along with troubleshooting advice.

 

All TAP-Win32 adapters on your system are currently in use

"TAP device" not being available

replay-window backtrack occurred

requested name is valid but does not have an IP address

host not found

file not found

Route.exe error in your log file 

TLS Error: TLS key negotiation failed to occur within 60 seconds, or TLS Error: TLS handshake failed.

  Frag TTL expired 

event_wait: Interrupted system call (code=4)

couldn't get exclusive lock on cur-replay-protection.cache

 

 

Still having problems because your error is not listed or solution did not appear to solve your issue? Please contact us and send us your VPN log file 

To access the log, please right click on the ExpressVPN icon, select the location you were connected to and select "view log" on Windows or "Details" on Mac.   Once the log file is opened, please save it to your PC and send it to us as an attachment in email.

 

**Please note that if you are indeed connected to our VPN, you will see a check next to the server you are connected to. You will also see the words "connect" greyed out in the menu.

 

 

 

 

 

a. Log file error: All TAP-Win32 adapters on your system are currently in use

 

Reinstall the EXpressVPN software

a. Uninstall the ExpressVPN software via add/remove programs

b. Restart your computer

c. Reinstall ExpressVPN

 

b.  Log file error: "TAP device" not being available

 

Reinstall the ExpressVPN software

a. Uninstall the ExpressVPN software via add/remove programs

b. Restart your computer

c. Reinstall ExpressVPN

 

c. Log file error: replay-window backtrack occurred

This can be caused by conflict with other open SSL connections.  Exit out of your web browser or email client and try connecting  to the ExpressVPN *before* launching other SSL applications like any HTTPS websites or email applications.

 

d. Log file error: requested name is valid but does not have an IP address

Make sure that you're connected to the Internet. If you manually need to activate your DSL connection before being able to go online, do that before trying to connect to ExpressVPN. The VPN works on top of your existing Internet connection. It doesn't replace it.

 

Retry connecting to ExpressVPN a few more times. If you continue to get this error, this may be a case of your ISP blocking access to our DNS entries. To fix this, manually change your DNS servers following the steps Manually updating your DNS servers.

 

 e. Log file error: Host not found

Make sure that you're connected to the Internet. If you manually need to activate your DSL connection before being able to go online, do that before trying to connect to ExpressVPN. The VPN works on top of your existing Internet connection. It doesn't replace it.

 

Retry connecting to ExpressVPN a few more times. If you continue to get this error, this may be a case of your ISP blocking access to our DNS entries. To fix this, manually change your DNS servers following the steps Manually updating your DNS servers.

 

f. Log file error: file not found

This error is usually a sign of the installation not having completed successfully and your account-specific configuration files not being in the right place. Try reinstalling, or contact us and we'll guide you through the process of manually putting the files in the right place.

 

 

g. Log file error:  Route.exe error in your log file

Try the following configuration files.

If you still run into issues, please attach your file log and email us.

Follow these steps to use this file:

a) Download this ZIP file and extract it. You'll see several .ovpn files.

b) copy/paste the files into ~/Library/Application Support/ExpressVPN/Configurations

c) Restart ExpressVPN and connect again

 

 

 

h. Log file error: TLS Error: TLS key negotiation failed to occur within 60 seconds, or TLS Error: TLS handshake failed 

These errors may be caused by firewall, anti-virus, or anti-spyware applications. Try disabling them to see if that solves the problem. If yes, check their configurations to grant an exception to ExpressVPN or UDP port 1194. 

 

 

 

 

3. Can't connect via UDP

Try using our TCP servers instead. Please find them here in our list of servers.

 

4.  Application Crashes

There are some Windows systems (depending on the network driver, in our experience less than 1% of users) where our default VPN may crash. Let us know if this happens and we'll move you to a VPN that doesn't require software installation.

 

5.  Still having problems? Please contact us and send us your VPN log file

To access the log, click on the ExpressVPN menu at the top-right and select Details

 

 

The log file is now opened

 

 

 

 

 Please  select all the text then right-click and Copy. Once copied, Paste it to a text editor, save the file and email as an attachment.