Can’t connect to internet while VPN is connected

Note: If you are connected to the internet but unable to access certain websites or online servers, please contact the ExpressVPN Support Team for direct assistance.

If your device is connected to ExpressVPN but you cannot access the internet (i.e. you can’t browse ANY websites at all, including sites that you are able to access when ExpressVPN is not connected), follow these troubleshooting steps:

Jump to:

Step 1: Check your underlying connection
Step 2: Connect to a different server location
Step 3: Change your VPN protocol
Step 4: Adjust your proxy settings
Step 5: Send in your log file/diagnostics
Find out what the log messages mean

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Step 1: Check your underlying connection

Disconnect from ExpressVPN and try to access the internet.

If you can access the internet, connect to ExpressVPN and move to the next step of this guide. If you cannot access the internet, the problem has to do with your internet connection. You may need to reboot your device and check your network settings to fix this.

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

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Step 2: Connect to a different server location

Select a different ExpressVPN server location and connect to it.

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 meantime.

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

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Step 3: Change your VPN protocol

VPN protocols (e.g. UDP, TCP, L2TP, etc.) 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: PPTP and L2TP/IPsec provide weak security benefits and should only be used for anonymization or for changing locations.

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 direct assistance.

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Step 4: Adjust your proxy settings

Make sure that your browser is set to “auto-detect proxy” or to “no proxy.” To learn how, follow instructions specific to your browser:

• Chrome
• Firefox
• Internet Explorer
• Opera
• Safari

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

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Step 5: 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 diagnostic files, go to ≡ > Help & Support > Diagnostic Information. Save your diagnostics or copy them into a text file.

For older versions of ExpressVPN:

• 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 direct assistance.

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Tech-savvy? Find out what the log messages mean

If you’re tech-savy, find out what the error messages mean!

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