VPN can't connect on Windows or Mac device

How this issue affects you

When using Malwarebytes VPN on Windows and Mac devices, you fail to connect to a private VPN server because of an issue with your device or internet connection. You may see one of the following messages:

Connection issue. Could not connect. Please check your Internet connection and then try again.

Unable to connect to VPN server. Check your network connection and try again.

Whoops. Something went wrong, please try again later.

What caused this issue

• Your internet connection is not working due to modem/router issues.
• Cached DNS content on the device is causing connection issues.
• Your internet connection is not working properly due to issues with DHCP.
• Your network is set up with a double NAT.

How to resolve this issue

We recommend following the steps below to troubleshoot and eliminate each cause before contacting your Internet Service Provider (ISP) or our Support team.

Your internet connection is not working due to modem/router issues 

First, try rebooting your modem or router. Rebooting your modem or router clears the device's memory, ends any active tasks, and refreshes the connection to your ISP. To reboot your modem or router:

1. Unplug the power cable from the modem or router.
2. Wait 2-3 minutes. All the lights should be off.
3. Reconnect the power cable.
4. Once the internet lights turn green, check if the internet is working correctly, and you're able to connect to the VPN.

Cached DNS content on the device is causing connection issues

If rebooting your modem or router does not work, try clearing your device's cached Domain Name System (DNS) content. Clearing a device’s cache removes saved DNS data, which can help fix connection problems caused by bad or outdated DNS information. To do this, see Clear DNS cache on Windows and Mac devices.

Your internet connection is not working properly due to issues with DHCP

You can also try refreshing your IP address. Your IP (Internet Protocol) address is a unique number given to your device that acts as an address for sending and receiving data. Refreshing your IP address helps resolve issues with the Dynamic Host Configuration Protocol (DHCP), which could prevent your network from connecting to the internet. To do this, see Refresh your IP address from DHCP server on Windows and Mac.

Your network is set up with a double NAT

Finally, check if your internet is set up with a double NAT connection. For more information on double NATs and how to check for them, see Unable to connect VPN due to double NAT issue.

If you still can't connect to the VPN after following each of the recommended resolutions, contact Support or your ISP for assistance.