Connection Issues

Common Connection Problems

Here's a comprehensive guide to resolving connection issues with OrbVPN:

1. Basic Connection Troubleshooting

Check Your Internet Connection:

• Verify your base internet connection is working
• Run a speed test without VPN connected
• Try accessing websites without VPN
• Check if your ISP is blocking VPN connections
• Ensure you have a stable network connection (WiFi or cellular)

2. Application-Specific Checks

Verify App Status:

• Confirm you're running the latest version (check app store)
• Clear app cache and data
• Force stop and restart the application
• Check for any pending app updates
• Verify background app permissions

3. Protocol Selection

Try Different Protocols:

1. WGuard (Recommended first choice)

   • Best for overall stability
   • Optimal for high-speed connections
   • Good for bypassing restrictions

2. Cisco

   • Better for older devices
   • More compatible with corporate networks
   • Stable but might be slower

3. Reality

   • Newer protocol with enhanced security
   • Good for restricted networks
   • May require more system resources

4. VLESS

   • Lightweight protocol
   • Good for mobile connections
   • Useful when other protocols fail

4. Server Selection

Optimize Server Connection:

• Choose servers with lower latency
• Connect to geographically closer locations
• Check server status indicators
• Try different cities in the same region
• Monitor server load indicators

5. Device-Specific Solutions

For Mobile Devices:

1. Toggle Airplane Mode:

   • Enable Airplane Mode
   • Wait 30 seconds
   • Disable Airplane Mode
   • Reconnect to network
   • Launch OrbVPN

2. Network Settings:

   • Reset network settings
   • Reconnect to WiFi
   • Clear DNS cache
   • Update carrier settings

6. Advanced Troubleshooting

System Level Checks:

1. Check System Requirements:

   • iOS: Version 13.0 or later
   • Android: Version 8.0 or later
   • Adequate storage space
   • Sufficient RAM available
   • No conflicting VPN apps

2. Security Software:

   • Disable antivirus temporarily
   • Check firewall settings
   • Review system security policies
   • Verify app permissions

7. Account Verification

Ensure Account Status:

• Verify active subscription
• Check login credentials
• Confirm email verification
• Review account restrictions
• Check for multiple device limits

8. Network Configuration

Advanced Network Settings:

1. DNS Configuration:

   • Use OrbVPN DNS servers
   • Clear DNS cache
   • Reset DNS settings
   • Try alternative DNS servers

2. Port Settings:

   • Check if required ports are open
   • Verify no port conflicts
   • Review router settings
   • Check for port blocking

9. Error Messages

Common Error Solutions:

Error Code	Meaning	Solution
ERR_001	Authentication Failed	Re-login to account
ERR_002	Server Timeout	Switch servers
ERR_003	Protocol Error	Try different protocol
ERR_004	Network Error	Check internet connection

10. When to Contact Support

Escalation Criteria:

• Persistent connection failures
• Payment or subscription issues
• Server-specific problems
• Protocol compatibility issues
• Account access problems

Quick Resolution Checklist

✅ Check internet connection ✅ Verify app version ✅ Try alternative protocols ✅ Switch server locations ✅ Restart device ✅ Clear app cache ✅ Check subscription status ✅ Review error messages ✅ Verify system requirements ✅ Contact support if needed

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Note: If problems persist after trying these solutions, contact OrbVPN support through the app's Concierge feature or visit the Learn section for additional guidance.

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