Unable to connect

To use our apps and configurations, please sign up for an ExpressVPN account first.

Use the troubleshooting steps below if you can’t connect to our VPN gateway / VPN authentication failed.

If the ExpressVPN application is running properly, but you still cannot connect to our VPN gateway, ExpressVPN will display the following error message:

Version 5.x (for Mac)

connection failed on expressvpn 5.x for mac

Version 4.x (for Mac and Windows)

sorry, we were unable to connect

Version 3.x (for Windows)

sorry, we were unable to connect


Troubleshooting steps

After each step, check if the problem is resolved.

  1. Make sure your Internet connection is active.
  2. Try connecting to another ExpressVPN Location.
  3. Try changing the protocol.
  4. Try disabling your firewall, antivirus, or anti-spyware program.
  5. Send us your ExpressVPN log file or diagnostics.
  6. Tech-savvy? Find out what the error messages mean.
  7. If you run into the Android Tun Missing Driver error…

Make sure your Internet connection is active.

You can test this by trying to connect to non-blocked sites without the VPN.

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Try connecting to another ExpressVPN Location.

Choose a different server location from the list of locations. See our authoritative guide to choosing the best server location for your needs.

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Try changing the protocol.

By default, ExpressVPN uses the UDP protocol, which is blocked in some countries, especially in the Middle East.

For optimal performance, please choose the protocols in the following order listed by priority:

  1. Auto (This automatically chooses the best protocol each time you connect. We recommend this option unless you specifically want to use a certain protocol)
  2. OpenVPN UDP
  3. OpenVPN TCP << Try this one
  4. L2TP
  5. PPTP

Note: We do not recommend using PPTP unless absolutely necessary. PPTP offers only minimal security.

How to change the protocol for…

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Change the protocol for the ExpressVPN Mac App 5.x:

Please refer to the instructions here:

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Change the protocol for the ExpressVPN Mac App 4.x:

Click on the ellipsis (…), then click Preferences.

mainmenu

Click on the Protocol (cog).

mainmenu

Choose the protocol that you want to use, then click OK.

protocols

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Change the protocol for the ExpressVPN Mac App 3.x:

  1. Click Options.
  2. Under “Change protocol”, select a different protocol, then click Back to locations list.

protocols

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Change the protocol for the ExpressVPN Windows App:

Click Options.

mainmenu

Under “Change Protocol”, choose the protocol you want to use, then click Back to locations list.

protocols

Back to Try changing the protocol
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Try disabling your firewall, antivirus, or anti-spyware program.

Your VPN connection might be blocked by a firewall, antivirus, or anti-spyware program. To test this, disable these programs and see if can connect. If you can connect, please do one of the following:

  • If you know how to configure the program that’s blocking the connection, configure it to allow ExpressVPN. Depending on the program, you may need to change the security level from High to Medium, grant an exception to ExpressVPN or to UDP ports 1194-1204, or set it to Trust ExpressVPN.
  • If you have the option to reinstall the program that’s blocking your VPN connection, installing it after ExpressVPN is already installed should get it to allow ExpressVPN to connect. Do the following:
    1. Uninstall ExpressVPN.
    2. Uninstall the program that’s blocking the VPN connection.
    3. Install ExpressVPN.
    4. Install the program that’s blocking the VPN connection.

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Send us your ExpressVPN log file or diagnostics.

Your ExpressVPN log file or diagnostics keeps a record that shows what might be causing your failed connection. Save the log file or diagnostics and email it to Support at: support-email-1support-email-2

For ExpressVPN 5.x

To save your diagnostics, click the ellipsis (…)DiagnosticsSave Diagnostics.

save diagnostics

For ExpressVPN 4.x

In the ExpressVPN window, click Save Log.

view log connected

For ExpressVPN 3.x

In the ExpressVPN window, click Save Log.

view log connected

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Tech-savvy? Find out what the error messages mean.

Are you tech-savvy? Find out what the error messages mean.

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If you run into the Android Tun Missing Driver error…

If the ExpressVPN app is working on your Android device but you encounter the Android Tun Missing Driver error, click here.

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