VPN not connecting: what to check
Go from the top down, and after each step try to connect again. The messages in italics are what Desert Connect shows in that case.
1. The internet works without the VPN
Turn the VPN off and open any site. If it does not open, the problem is the network itself: switch between Wi-Fi and mobile data, or restart the router.
Couldn’t connect. Check your internet and try again.
2. Other VPNs are off
Only one VPN can be on at a time. If another VPN app is connected, or set to connect by itself, turn it off.
Couldn’t connect. Disable other VPNs and try again.
3. The date and time are right
Encrypted connections check certificates, and a wrong clock breaks the check. Turn on automatic date and time — on iPhone: Settings → General → Date & Time → Set Automatically.
Secure connection error. Check the date and time on your device.
4. The VPN configuration is allowed
On iPhone, if the request to add a VPN configuration was declined, the app cannot connect. Remove the configuration in Settings → General → VPN & Device Management → VPN and connect again: iOS will ask once more.
5. Another location
Some networks restrict connections to particular servers. Choose another location or Smart choice, and tap Refresh location list at the top of the list. More in How to change your VPN location.
If nothing connects on this network at all, turn on Force reserve path in the app’s settings, under Diagnostics. It applies from the next connection and switches back by itself after 2 hours.
6. Wi-Fi with a sign-in page
Networks in hotels, cafés and airports often ask you to accept terms on a web page first. Turn the VPN off, open any site, get through that page, and connect again.
7. Account and devices
- Too many devices online — one account can be signed in on up to five devices. Sign one out in the app’s device list.
- Payment failed — update the payment method in the App Store.
8. The app is up to date
This version of the app is no longer supported. Please update. — install the update from the store.
Still not connecting
Write to support@desert-connect.com: your device and system version, the network (Wi-Fi or mobile, which operator), the location you chose and the time it happened. Attach the log from the app’s settings: Connection log. See also Support.