Please review the steps below for further troubleshooting.
Before troubleshooting, make sure that:
- You are connected to the internet
- You are using Windows 7 or later
- To isolate the cause, temporarily disable any 3rd party app that may interfere with your connection. For example, a firewall with strict settings, or another VPN application or an antivirus.
- You have the latest version of the app (some older versions will have trouble connecting to our new servers)
Below are some of the most common troubleshooting steps.
Switch VPN protocol
The first thing you should do when encountering connection issues is to connect with a different VPN protocol.
To connect with a different protocol, follow these steps:
- Disconnect Betternet
- Click on the Gears icon
- Click on Protocols
- Select WireGuard
After selecting WireGuard, go back to the main app screen and try to connect again. If WireGuard does not work, try IKEv2(IPSec)instead, and then try to connect again.
If switching VPN protocol failed, try the next step instead.
Try to connect to a different server
The second thing you should try is connecting to a different server.
To connect to a different country in the Betternet app follow these steps:
- From the main screen of the Betternet app, click on the Country selection button under the Connect button. By default, it says AUTO or OPTIMAL, but if you've already selected a different country to connect to, it may say something different.
- This will open the Server locations list. Select one of the other available servers, such as UNITED KINGDOM
- Click on CONNECT
The app will now try to connect to the selected country.
If connecting to a different server failed, try reinstalling the application.
Reinstall the Betternet app
To reinstall the Betternet app, follow these instructions:
- Go to our Download page. You may be asked to log in if you have not done so already.
- Download the latest version for Windows
- Launch the installer
- When asked to Uninstall or Repair, click on Uninstall
- Follow the instructions in the app until you are presented with a Finish button. Click it.
- Once the application closes and is uninstalled, launch the Installer again that you downloaded in Step 2.
- Follow the instructions presented in the app to complete the installation
Once the app has been reinstalled, try to connect again.
Whether these steps work for you or not, we would love to hear your feedback so that we can improve our app and service.