Contact the ExpressVPN support team if you're stuck.
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This guide will show how to resolve the following error message in your connection log:

ERROR: Error while VPN connection is established: [RasDialException] The network connection between your computer and the VPN server could not be established because the remote server is not responding. This is typically caused by a pre-shared key problem

To resolve the issues, follow the steps corresponding to your connection method.

I am connecting to the VPN using

The ExpressVPN app
ExpressVPN Manual configuration


The ExpressVPN app

Change your VPN protocol to Automatic.

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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ExpressVPN Manual configuration

  1. Check you have entered the correct pre-shared key: 12345678.
  2. Check you have entered the manual configuration credentials correctly. To find the credentials:
    1. Sign in to your ExpressVPN account.
    2. On the right, you will see the manual configuration username and password. Copy and paste them for the VPN setup.
Important: The L2TP/IPsec setup provides weak security benefits and should only be used for anonymization or for changing locations.

Need help? Contact the ExpressVPN Support Team for immediate assistance.

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