Key points in a minute
- First, check your internet without the VPN and make sure the system time is correct.
- Then update your subscription and try another location and another network.
- Never post your full link, UUID, private key, or QR code in logs or chats.
- The exact client version and error text help support resolve the issue faster.
First, narrow down the problem
Turn off the VPN and open a few well-known sites. If the internet doesn’t work without the tunnel either, fix your regular connection first. Then pin it down: is it one server or all of them, one device or several, one network or mobile data too?
Those four answers immediately sort out the possible causes. An error on one device is usually down to the client or the profile. A failure on every device on one network points to the local router or the ISP. If one location is unreachable, it looks like a problem with that specific server or route.
Safe first steps
Turn on automatic date, time, and time zone. Fully close the client, open it again, and update your subscription. Switch servers, and then switch from Wi‑Fi to mobile data. These steps are reversible and don’t erase your settings.
Don’t start by deleting the app, resetting network settings, or clearing all profiles. A step like that can wipe out important diagnostic information, and not every user will be able to recover their secret link.
What to check in a VLESS/Xray profile
A profile can stop working after the server’s address, port, keys, or transport settings change. A subscription fixes this only once it’s updated inside the client. A simple restart isn’t always enough.
TLS and REALITY need the correct system time. DNS settings need access to the chosen resolver. The exact error text, such as timeout, failed to verify certificate, or connection refused, points to different layers and helps support pick the right check.
Conflicts with apps and system features
Two VPN clients, an antivirus network filter, a corporate profile, and a parental control app can all compete for the same network interface. Temporarily turn off the other filters and repeat the test, then turn them back on one at a time.
On Android, check background activity restrictions. On iOS, look for an old active profile. On Windows, check the system proxy, firewall, and time. On a router, check DNS and whether the endpoint is reachable from the router itself, not just from your computer.
Connected, but websites won’t open
A “connected” status means the client has created an interface or established a session, but it doesn’t guarantee that DNS and actual traffic are getting through. Try opening a site by its IP address, switching to the DNS your provider recommends, and temporarily turning off complex routing rules.
If only some sites work, the problem may be IPv6, MTU, split tunneling, or DNS. Don’t change everything at once. Write down the original values and test one setting at a time.
What to send to support
Have this ready: the time of the error, your country and carrier (without your exact address), network type, device, OS version, client name, app version, selected location, and the exact error text. Mention whether a different network and a different server work.
Before sending a log, remove the subscription link, UUID, passwords, private key, short ID, and QR codes. Trustworthy support won’t ask for your account login code, your device password, or remote access without a clear and safe procedure.
When the problem is on the service’s side
If every location fails at once on several devices and on different networks, a server incident or a subscription problem is likely. Check the official status channel and share the results of a few quick tests.
Don’t retry the connection dozens of times a second: it won’t speed up recovery and may trigger temporary protective limits. Switch to a backup profile or wait for an update from support.
FAQ
FAQ
Why does my VPN work on Wi‑Fi but not on mobile data?
Carriers differ in their routes and network restrictions. Try a different transport or server, check your APN settings, and make sure the client is allowed to use mobile data.
Should I reinstall the VPN app?
Only after you’ve updated the profile, restarted, and tried another network. Before deleting it, make sure you can safely restore your subscription and keys.
Can I send a log to support?
Yes, but remove secrets first: full links, UUIDs, private keys, tokens, and QR codes. The client version, the time, and the error text are usually enough.
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