Can’t connect to Internet while VPN is connected

Note: If your issue is not being able to access certain websites or online servers, please contact the ExpressVPN Support Team for direct assistance.

If your ExpressVPN connection seems to be running properly but you cannot browse ANY websites at all, including sites that you can access when ExpressVPN is not connected, follow these troubleshooting steps:

Connect to a different server location

If you can access the internet when connected to a different server location, there may be a temporary issue with the server location you originally selected. Please contact the ExpressVPN Support Team about the issue and continue to use the internet in the mean time.

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Change your VPN protocol

VPN protocols are the methods by which your device connects to a VPN server.

By default, ExpressVPN uses the UDP protocol. However, this may be blocked in some countries.

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

1. OpenVPN TCP
2. L2TP
3. PPTP

Note: ExpressVPN does not recommend using PPTP unless absolutely necessary. PPTP offers only minimal security.

How to change the protocol for…

• ExpressVPN Windows App 5.x
• ExpressVPN Mac App 5.x
• ExpressVPN Android App 5.x
• ExpressVPN iOS App 5.x
• ExpressVPN Windows App 3.x

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

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Change your DNS server configuration

For instructions on how to do this, please see instructions for:

• Windows
• Mac
• Linux
• DD-WRT

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

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Adjust your proxy settings

Make sure that your browser is set to auto-detect proxy or to no proxy. For instructions  specific to your browser:

• Chrome
• Firefox
• Internet Explorer
• Opera
• Safari

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

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Send in your log file/diagnostics

Other possible causes and solutions can be found in the ExpressVPN log file or diagnostics.

You can save your log file or diagnostics and email it to the ExpressVPN Support Team at support@expressvpn.zendesk.com.

To save your log file or diagnostics…

• For ExpressVPN 6.x
• For ExpressVPN 5.x
• For ExpressVPN 3.x

For ExpressVPN 6.x

To save your diagnostics, click the hamburger menu (≡) > Diagnostics > Save to File.

For ExpressVPN 5.x

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

For ExpressVPN 3.x

In the ExpressVPN window, click Save Log.

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

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Tech savvy? Find out what the log messages mean

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