Need connection help?
Talk to a human
Need connection help?
Talk to a humanIf 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: Change your DNS server configuration
Step 5: Adjust your proxy settings
Step 6: Send in your log file/diagnostics
Find out what the log messages mean
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.
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.
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:
- OpenVPN TCP
- L2TP
- 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 direct assistance.
Step 4: Change your DNS server configuration
To learn how to do this, please see instructions for:
Need help? Contact the ExpressVPN Support Team for direct assistance.
Step 5: 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:
Need help? Contact the ExpressVPN Support Team for direct assistance.
Step 6: 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…
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.
Tech-savvy? Find out what the log messages mean
If you’re tech-savy, find out what the error messages mean!