My VPN is not connecting. It seems to be in an endless cycle. Can you please advise how to fix

Stavros Politis

Stavros Politis

I have VPN Premium

Alexandru_BD

Hello @Stavros Politis and welcome to the Community!

There are a few general causes for connection errors encountered by Bitdefender VPN:

• You are not connected to the Internet and can’t access the Internet via Wi-Fi or Ethernet cable. Make sure you have Internet access before using Bitdefender VPN.
• A strictly configured firewall is preventing VPN connectivity (e.g. 3rd party firewall software, router’s built-in firewall). If you are not sure if your router comes with a dedicated firewall or how to turn it off please refer to its manual, contact the manufacturer or your ISP.
• Another VPN or Proxy is running when you try to connect. In this case, disable the other VPN/Proxy solution.
• You’re on a public Wi-Fi such as work, school, airport, etc. which may have blocked the ports required by Bitdefender VPN. You need to contact the network administrator to try and change their firewall settings.
• The port used for the VPN connection is closed. Depending on the device you’re currently using, the port 443 UDP must be open.

Check your internet connection as well and follow the troubleshooting steps described in the article below:

https://www.bitdefender.com/consumer/support/answer/11311/

If the VPN connection still cannot be established afterwards, kindly provide the VPN Server IP displayed in the VPN interface (even if the issue occurs on multiple/all servers) the operating system and app version to our Support teams for further investigation. You can reach the engineers by choosing one of the contact channels available here:

https://www.bitdefender.com/consumer/support/help/

Let us know how it goes.

Regards

Steve_I

I have started experiencing this problem recently on my Windows 10 device. My premium VPN connection worked previously but now connects then drops repeatedly. I have tried these steps

1. reconfiguring the IPv4 network adapter setting etc (all steps) as suggested, in the knowledge article - no resolution.
2. Checking for other VPNs - none running
3. I have created a rule to open port 443 UDP - no resolution

Running version 25.5.6.3 of Bitdefender VPN under Windows 10 Home 21H2 - OS Build 1904.2130

Please advise what actions or logs I can extract to understand what has stopped the VPN working now.

Alexandru_BD

Hi @Steve_I,

Does the connection drop regardless of the server you are using? Have you tried multiple servers? If all basic troubleshooting steps were exhausted, I would recommend contacting our Technical Teams for further assistance. They will further advise if logs are required as well. You can get in touch with our engineers by choosing one of the contact methods available here:

https://www.bitdefender.com/consumer/support/help/

Let us know how it goes.

Regards

Steve_I

Thanks, I have tried multiple servers/locations and the same behaviour is exhibited. In effect I am not able to use the VPN because it keeps closing after starting, with no obvious error message.

I will contact Tech support as suggested.