A VPN app saying Connected does not prove that every website or application can reach the internet. The tunnel, DNS lookups, a network sign-in page or the app’s protective rules may still be involved. Change one thing at a time so you can see which test matters.
Check the starting connection
Ask whether this network worked before you connected the VPN and whether other devices can browse. On hotel or public Wi-Fi, you may need to complete the network’s legitimate sign-in page first. Do not enter a service password into an unexpected portal that merely resembles that service.
If you need a test without the VPN, first close sensitive activity and consider your privacy requirements. On a work device, use your IT team’s instructions. A permanent kill switch can deliberately block access even after the app disconnects.
Try the low-impact VPN checks
- Confirm that the account and subscription, if required, are active.
- Reconnect to a different server in the same app.
- Try another protocol offered by the provider’s app.
- Install the provider’s normal app update and restart if requested.
- Check whether another VPN, proxy or custom DNS app is competing for the connection.
Proton VPN’s connection troubleshooting guidance covers server, protocol and account checks. Use your own provider’s equivalent controls rather than copying every setting from a different VPN.
| Symptom | What it may point toward |
|---|---|
| Only one VPN server fails | A server-specific or routing problem. |
| Only one app fails | That app, its proxy or split-tunneling settings. |
| Names fail to resolve | A DNS issue; inspect the VPN’s supported DNS configuration. |
| No traffic after disconnection | A kill switch or another network rule may still be active. |
Understand the kill switch
A kill switch blocks traffic in defined situations to reduce accidental exposure. Proton’s kill-switch explanation describes this behavior. It can explain a loss of access without meaning that the Wi-Fi hardware is broken. Do not disable protective features as a permanent fix just to make a status icon look normal.
Leave advanced changes until you have evidence
Do not randomly replace DNS servers, disable the firewall or reset all network adapters. Such changes can affect work access, private DNS rules or other saved connections. If you are investigating DNS, our IPv6 DNS guide explains the address families, but the VPN provider’s DNS policy still takes priority for its tunnel.
If the issue persists, send support the device and app versions, selected protocol, affected server and whether another server or network works. Remove private information before sharing screenshots or logs.
Frequently asked questions
Does Connected mean the internet must be working?
No. The tunnel can be established while DNS, routing or a particular application still fails.
Why is access blocked after I disconnect?
A permanent kill switch or another network rule may intentionally remain active. Check the provider's documented behavior.
Should I turn off the firewall first?
No. Start with the source connection, server and supported app settings. Follow documented provider or IT guidance for any firewall change.
What details help VPN support diagnose this?
Provide device and app versions, server, protocol, affected apps and the results from another server or network, without private credentials.