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This guide will show you how to resolve the following TLS handshake connection errors listed in the ExpressVPN app’s diagnostics file:

Error 1:Sun Apr 24 19:53:50 2016 TLS Error: TLS key negotiation failed to occur within 60 seconds (change your network connectivity)
Sun Apr 24 19:53:50 2016 TLS Error: TLS handshake failed

Error 2:
Thu Nov 28 13:14:15 2013 TCP/UDP: Closing socket
Thu Nov 28 13:14:15 2013 SIGTERM[hard,] received, process exiting
Thu Nov 28 13:14:15 2013 OpenVPN 2.2.2 i686-pc-mingw32 [SSL] [LZO2] [PKCS11] built on Dec 21 2012
Thu Nov 28 13:14:15 2013 ERROR: Exit Event ('ovpex') is signaled
Thu Nov 28 13:14:15 2013 Exiting

Error 3:
Sun Dec 01 20:01:21 2013 UDPv4 link local: [undef] Sun Dec 01 20:01:21 2013 UDPv4 link remote: 180.150.157.6:10090
Sun Dec 01 20:01:23 2013 TLS: Initial packet from 180.150.157.6:10090, sid=7ef77ff0 371698d0
Sun Dec 01 20:01:42 2013 TCP/UDP: Closing socket
Sun Dec 01 20:01:42 2013 SIGTERM[hard,] received, process exiting
Sun Dec 01 20:07:46 2013 TCPv4_CLIENT link local: [undef] Sun Dec 01 20:07:46 2013 TCPv4_CLIENT link remote: 180.150.157.8:10094
Sun Dec 01 20:07:46 2013 TLS: Initial packet from 180.150.157.8:10094, sid=a2a13f64 14e1fcf5
Sun Dec 01 20:07:57 2013 TCP/UDP: Closing socket
Sun Dec 01 20:07:57 2013 SIGTERM[hard,] received, process exiting>/code>

Error 4:
"Authenticate/"Decrypt packet error"
"incoming packet authentication failed"
"bad packet"

After each step, check if the issue is fixed. If the issue is fixed, you can skip the rest of the steps.

Troubleshooting steps

You can also contact the ExpressVPN Support Team for immediate assistance.

  1. Change your VPN protocol
  2. Add ExpressVPN as an exception to your firewall, antivirus, or anti-spyware program
  3. Restart your device and reinstall ExpressVPN
  4. Contact the ExpressVPN Support Team

1. Change your VPN protocol

VPN protocols are the methods by which your device connects to a VPN server. For the best experience, ExpressVPN recommends using the Automatic protocol option. This is selected by default and automatically picks the protocol most appropriate for your network.

If you are unable to connect to ExpressVPN with the Automatic protocol, try the other protocols listed in the following order (if available):

  1. Lightway – UDP
  2. Lightway – TCP
  3. OpenVPN – UDP
  4. OpenVPN – TCP
  5. IKEv2
  6. L2TP/IPsec
Important: L2TP/IPsec provides weak security benefits and should only be used for anonymization or changing locations.

How to change the protocol for the…

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

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2. Add ExpressVPN as an exception to your antivirus or online security application

If you use the ExpressVPN app while an antivirus or online security application is running, your antivirus or online security application may block the VPN connection and give you a TLS handshake error.

To test whether your antivirus or online security application is blocking your VPN connection:

  1. Disable the antivirus or online security application on your device.
  2. On your ExpressVPN app, connect to a server location.

If you are able to connect to the VPN while your antivirus or online security application is disabled, your antivirus or online security program is blocking your VPN connection.

To resolve this, add ExpressVPN as an exception to your application. For other applications, you may need to:

  • Change the security level from High to Medium
  • Grant an exception to UDP ports 1194 to 1204
  • Set it to Trust ExpressVPN

Different antivirus or online security products have different steps for adding applications as exceptions. For specific instructions, contact your antivirus or online security application provider.

After adding ExpressVPN as an exception to your antivirus or online security application,

  1. Restart the ExpressVPN app.
  2. Connect to a server location:

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

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3. Restart your device and reinstall ExpressVPN

  1. Restart your device.
  2. Uninstall your app.
  3. Install and set up your ExpressVPN app:

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

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4. Contact the ExpressVPN Support Team

If you have tried all the steps above but your internet speed is still slow, contact the ExpressVPN Support Team for immediate assistance.

You can also submit your diagnostic information, which may reveal the cause of your issue, through the ExpressVPN app. The ExpressVPN Support Team will contact you after receiving your information.

  1. Click Menu icon. > Help & Support > Diagnostic Information.
  2. Click Contact Support.
  3. In the text box, provide information on the issue you are having.
  4. Check the box next to Include details about recent connection errors or Include diagnostic information.
  5. Click Send to Support.
  6. Wait for a response from the ExpressVPN Support Team via email.

  1. Tap Help > Email us.
  2. In the text box, provide information on the issue you are having.
  3. Toggle Include diagnostic information on.
  4. Tap Send icon.
  5. Wait for a response from the ExpressVPN Support Team via email.

  1. Tap Help > Email us.
  2. In the text box, provide information on the issue you are having.
  3. Toggle Include diagnostic information on.
  4. Tap Submit.
  5. Wait for a response from the ExpressVPN Support Team via email.

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

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