Beginner
How to troubleshoot connection issues on Surfshark
Quick Answer
Most Surfshark connection issues can be resolved by checking your internet connection, switching servers, or updating the app. Common fixes include changing protocols, clearing app cache, or temporarily disabling antivirus software.
Prerequisites
- Active Surfshark subscription
- Surfshark app installed on your device
- Basic understanding of VPN connections
- Internet connection without VPN
1
Check Your Base Internet Connection
Before troubleshooting Surfshark, verify your internet works without VPN. Disconnect from Surfshark by clicking the power button in the app. Open your browser and visit any website to confirm connectivity. If you have no internet without VPN, contact your ISP first.
Tip
Test multiple websites to ensure the issue isn't site-specific
2
Switch to a Different Server
Open the Surfshark app and click Locations. Try connecting to a different server in the same country first. If that fails, select a server in a different country entirely. Click Connect and wait 30 seconds for the connection to establish.
Tip
Servers with fewer users (shown by load percentage) often provide better connections
3
Change VPN Protocol
Go to Settings > VPN Settings > Protocol. Switch from the current protocol to WireGuard if using OpenVPN, or OpenVPN UDP if using WireGuard. Click Apply and try connecting again. Some networks block specific protocols.
Tip
WireGuard is generally faster, while OpenVPN works better on restricted networks
4
Disable Kill Switch Temporarily
In Surfshark settings, find Kill Switch and toggle it Off. Attempt to connect to a server. If successful, the Kill Switch may be blocking your connection. You can re-enable it after establishing a stable connection.
Tip
Remember to re-enable Kill Switch for security once connection is stable
5
Clear App Cache and Restart
Close Surfshark completely using Task Manager (Windows) or Activity Monitor (Mac). On mobile, force-close the app. Clear the app cache in your device settings, then restart the Surfshark application and try connecting again.
Tip
On Windows, you can also try running Surfshark as administrator
6
Check Firewall and Antivirus Settings
Temporarily disable your firewall and antivirus software. Try connecting to Surfshark. If it works, add Surfshark to your security software's exceptions or whitelist. Re-enable your security software after adding the exception.
Tip
Only disable security software temporarily for testing - always re-enable it
7
Update or Reinstall Surfshark
Check for app updates in Settings > About or download the latest version from Surfshark's website. If updates don't help, uninstall Surfshark completely, restart your device, then reinstall the latest version and log back in.
Tip
Export your settings before reinstalling to save your preferences
Troubleshooting
Connection keeps dropping frequently
Enable Auto-connect in settings and switch to WireGuard protocol. Also check if your router has VPN passthrough enabled.
Can't connect to any servers
Reset network settings by running
ipconfig /flushdns in Windows Command Prompt or contact your ISP as they may be blocking VPN traffic.Slow connection speeds with Surfshark
Choose servers closer to your location, disable CleanWeb in settings, and ensure no other bandwidth-heavy applications are running.
Error message 'Unable to connect to Surfshark'
Check if port 1194 (OpenVPN) or 51820 (WireGuard) are blocked by your network. Try connecting via mobile hotspot to test if it's network-related.
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