Unable to Connect: TLS Handshake & Network Connection Issues

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If you see any of the following four error messages in your connection log:

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"

Reboot your machine and launch ExpressVPN again. If the problem persists, change your VPN protocol.

If the issue still remains after changing your protocol, try disabling your firewall, antivirus, or anti-spyware program.


Jump to:

Changing protocols for Windows
Changing protocols for Mac
Adding an exception to your firewall, antivirus, or anti-spyware program


Changing protocols for Windows

While ExpressVPN is not connected to any server location, click on the ellipsis (…), then click Options.

access the options

In the Protocols tab, select the protocol you want to use, then click OK.

change your vpn protocol

Restart ExpressVPN and connect to a server location.conntect

If you cannot connect to a server location after restarting ExpresVPN, re-install ExpressVPN. You do not need to uninstall the app first. Simply run the installation program again.

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Changing protocols for Mac

To switch to a different protocol, click on the hamburger menu (≡), then click Preferences.

go-to-preferences

In the Protocol tab, select the protocol you want to use, then click OK.

mac-protocol

Restart ExpressVPN and connect to a server location.

click-on-button

If you cannot connect to a server location after restarting ExpresVPN, re-install ExpressVPN. You do not need to uninstall the app first. Simply run the installation program again.

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Adding an exception to 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 then connect to a server location on ExpressVPN. If you can connect, you need to configure your firewall, antivirus, or anti-spyware program 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.

Note: The following instructions are carried out on Norton Antivirus. Consult your AV guide for instructions specific to your software.

Step 1: Click on Settings.click-settings

Step 2: Click on Firewall.click-firewall

Step 3: Go to the Program Control tab and click Add.click-add

Step 4: Under Program Files (x86) > ExpressVPN > xvpn-ui, select ExpressVpn.exe and click OK to add ExpressVPN to the list of allowed programs.select-exe

Restart ExpressVPN and connect to a server location.

connect

If you cannot connect to a server location after restarting ExpresVPN, re-install ExpressVPN. You do not need to uninstall the app first. Simply run the installation program again.

If you are still facing problems with connecting, contact the ExpressVPN Support Team for immediate assistance.

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