My VPN connection is randomly disconnecting. What can I do?

My VPN connection is randomly disconnecting. What can I do?

‘Disconnections’ are understandably frustrating and can potentially lead to a compromise of your privacy. Its necessary to have a basic understanding of what causes a VPN connection to disconnect in order to troubleshoot the issue.

The client and server both send each other a cryptographically signed ping packet every 10 seconds to inform the other side that they are active/alive. If the client doesn’t receive this ping packet (or any other data) from the server for longer than 120 seconds it assumes the server is no longer available and disconnects. Although its possible that our servers are unavailable, its extremely unlikely. What is most likely happening is that these ping packets are being either lost or blocked on the path between your device and the server. This could be a software or hardware router filtering these packets or an unreliable Internet connection which is causing packet loss. Unfortunately its not always easy to locate the source of the issue.

What can you do?

If you have any 3rd party security software installed e.g. anti-virus/firewall etc. you may want to consider temporarily disabling them to see if they are blocking the packets.

Test your VPN connection from another network e.g. wifi hotspot, neighbor etc. If the issue persists then its likely an issue with your computer/device. If the issue resolves itself then its likely your router or ISP that is causing the issue.

If you have a 2nd computer that doesn’t have the exact same software configuration then install the VPN software and try connecting. If the issue persists its unlikely that its your computer/device and more likely your router or ISP.

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