VPN not connecting — complete troubleshooting guide
Step-by-step guide to diagnosing and fixing VPN connection failures.
Work through these steps in order — most issues are resolved within the first three steps.
Step 1: Check your internet connection
The VPN requires a working internet connection. Open a browser without the VPN and visit any website. If that fails, fix your internet first.
Step 2: Refresh and try another location
Refresh the location list, then try a nearby location. If only one location fails, leave it selected only after it becomes available again.
Step 3: Return connection choices to automatic
- 1Open Settings → Connection
- 2Set Protocol to Auto
- 3Set Connection compatibility to Automatic
- 4Reconnect once before manually testing any option currently shown as available
Step 4: Check operating-system permission
Approve the operating-system VPN request if it appears. On a managed school or work device, ask the administrator whether VPN apps are allowed instead of disabling security software or changing administrator settings yourself.
Step 5: Restart the app and device
- 1Fully close HorizonVPN using the normal app or tray Quit action where available
- 2Reopen the app and try connecting
- 3If that fails, restart your device
Step 6: Reinstall HorizonVPN
If the other steps fail, uninstall HorizonVPN, restart the device, and install the current release only from the official HorizonVPN download or store listing.
If the problem continues, use Report an issue soon after a failed attempt. Include your platform, app version, network type, selected location, and the customer-facing message, but never include a password or payment secret.
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