I can't connect to VPN Master Pro
In this article, we will examine the most common issues you may encounter when connecting to Surfshark and how to solve them.
Try different networks
Rule out a local network block by testing the VPN on more than one connection.
- Reconnect your current Wi‑Fi (toggle Wi‑Fi off and on).
- Test another Wi‑Fi or an Ethernet (wired) connection if available.
- Share a mobile hotspot from your phone and try connecting through it.
If it fails on every network, the connection may be restricted (for example in a heavily filtered region) or an IPv6 / DNS / firewall rule is blocking the tunnel.
- Temporarily disable (not uninstall) any custom firewall rules and test again.
- Disable IPv6 on the device or router when possible to prevent routing conflicts.
- Flush DNS cache (e.g. on Windows: ipconfig /flushdns).
Check interfering software
Security or networking tools can intercept or filter encrypted tunnels.
- Antivirus / Internet security: add the app install folder and its service executables to the allow / exclusion list.
- Remove or fully close other VPN or proxy applications (including browser extensions) before retrying.
- Temporarily pause web filtering, “safe browsing” or SSL inspection modules, then test.
- Disable private DNS / custom DNS apps to rule out resolution issues.
If unsure, temporarily uninstall any security software and reboot before retesting the VPN connection.
Update the app
Older builds may not include the latest workarounds for newly introduced blocks or server changes.
- Install the newest release from the official download page.
- After updating, fully quit and relaunch the application (ensure background services restart).
- If issues persist, reinstall: uninstall, reboot, download fresh, reinstall, then retest.
Need More help?
If you are experiencing issues, please reach out to our support team for assistance.