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SAFE VPN: Windows Troubleshooting Guide

Fix common SAFE VPN connection issues on Windows by repairing the app, changing VPN settings, or reinstalling PrivateVPN.

General Troubleshooting

Before trying the solutions below:

  • Make sure your internet connection is stable.

  • Disconnect any other active VPN connections.

  • Check whether the VPN server you want to use is available.

  • Restart your device to refresh its network settings.

If you’re having trouble installing the app, see the installation troubleshooting guide.

1. Repair the PrivateVPN App

  1. Open the PrivateVPN app and select Advanced View.

  2. Select Settings from the left menu, then click Install/Repair.

  3. If Windows User Account Control appears, click Yes.

  4. Click OK and wait for the process to finish.

  5. Return to Simple View and click the ON/OFF button to reconnect.

2. Connect Using a Different VPN Protocol

  1. Open the PrivateVPN app and select Advanced View.

  2. In the Dashboard menu, open Connection Type.

  3. Select OpenVPN (TUN+TCP+443) and try connecting.

  4. If needed, try OpenVPN (TUN+UDP+1194) for a faster connection or change the encryption to AES-128-GCM.

  5. Click Connect Now to reconnect.

If the connection still fails: Try the L2TP connection type. You can also disable StealthVPN and reconfigure OpenVPN using the suggested encryption options.

3. Reinstall or Repair PrivateVPN

  1. Download the latest installer: Download PrivateVPN for Windows.

  2. Run the installer and click Yes if Windows User Account Control appears.

  3. Click Repair and wait for the process to complete.

  4. Reopen PrivateVPN and try connecting again.

For a clean reinstall, first uninstall the existing app through Windows Settings > Apps (or Apps & Features, depending on your Windows version), restart your computer, then download and install the app again.

4. Send the Connection Log to Support

If you still can’t connect, send the recent connection logs to our support team so we can investigate the issue.

  1. Open the PrivateVPN app and select Advanced View.

  2. Select Settings from the left menu.

  3. Click Click to open logs folder. A new window will open.

  4. Email a copy of the recent log files to [email protected] and include a brief description of the problem.

Android Troubleshooting

If you’re using PrivateVPN on Android:

  1. Open the PrivateVPN app and go to VPN Settings.

  2. Set the protocol to OpenVPN TCP 443 and disable StealthVPN.

  3. If the connection fails, try another server near your location.

iOS Troubleshooting

If you’re using PrivateVPN on iOS:

  1. Open the PrivateVPN app and go to VPN Settings.

  2. Under OpenVPN Encryption, select AES-128-CBC.

  3. Under VPN Protocol, select OpenVPN TCP 443.

  4. Disable StealthVPN, especially if you’re connecting through a restricted network.

  5. Try connecting again.

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