Troubleshoot VPN connection problems. · 16 articles
VPN not connecting — complete troubleshooting guide
PopularStep-by-step guide to diagnosing and fixing VPN connection failures.
VPN keeps disconnecting — how to fix
PopularCheck the base connection, use Auto and Connection compatibility, then send a report if drops continue.
DNS leak — what it is and how to fix it
Understand DNS leaks and verify HorizonVPN is protecting your DNS queries.
Cannot connect on public WiFi (captive portals)
How to use HorizonVPN on hotel, airport, and café WiFi networks.
Connection messages and what to do next
Resolve the customer-facing connection, access, permission, and account messages shown by HorizonVPN.
IP address not changing after connecting
Diagnose why your IP hasn't changed after connecting to HorizonVPN.
VPN blocked on a restricted school, work, hotel, or public network
Use Auto, Connection compatibility, and the protocols currently offered by your app.
Use Connection compatibility for slow or fragmented connections
HorizonVPN manages tunnel packet settings automatically; use released compatibility controls instead of manual MTU values.
Connected, but websites or apps do not open
Refresh the connection safely when HorizonVPN says Connected but traffic is not working.
The app cannot load locations or account data
Restore normal app data loading without changing hidden endpoints or copying unofficial configuration.
Report an issue from the HorizonVPN app
Send a useful support report from the app while keeping passwords, payment data, and personal files out.
VPN permission was denied or removed
Approve the operating-system VPN configuration so HorizonVPN can create a connection.
Mobile VPN disconnects after sleep or in the background
Check operating-system battery, background, and Always-on behavior when a mobile connection does not stay active.
Reconnect after switching Wi-Fi, mobile data, or networks
Refresh the VPN session after the underlying internet connection changes.
Only one HorizonVPN location is unavailable
Distinguish a single unavailable location from an account or whole-connection problem.
One website or app fails while the VPN works elsewhere
Check site state, cached location, DNS filters, and account rules when the rest of the VPN connection works.
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