Short answer: Refresh the subscription, test one known website, compare DNS behavior, then switch network or route. Avoid changing every setting at once.
Connected does not always mean routed
The client may establish a tunnel while DNS or default routing still fails. That is why some apps show connected and the browser still cannot load pages.
Start with a subscription refresh
If the server address or rules changed, a stale profile can connect badly or route traffic nowhere useful. Refreshing is safer than reinstalling.
Check DNS symptoms
If IP-based services work but domain names do not, DNS is the likely layer. Disable custom/private DNS temporarily and test again.
Compare one website across networks
Test the same route and same site on Wi‑Fi and mobile data. A difference points toward provider path issues rather than a generic profile failure.
Change one route, then retest
Pick another current route from the subscription. If it works, the original route may be blocked or temporarily unstable for your provider.
What to send support if it still fails
Send the device model, operating system, client app name, network type, route name, time of the test and a screenshot of the exact error. Do not post private subscription links in public chats.
Connected-state triage
When the client says “connected”, split the problem into three checks. First, does the visible IP change? If no, the tunnel may not be applied. Second, do numeric or already-cached destinations work while domain names fail? That suggests DNS. Third, does another route from the same subscription work? That points to a provider path or server-route issue.
Minimal reset before support
- Refresh the subscription.
- Disable custom/private DNS for one test.
- Try one different current route.
- Compare Wi‑Fi and mobile data without changing the client app.
- Write down the exact error and time of test.
This is safer than deleting the app, because a reinstall often removes the only working reference profile.
Why DNS is checked early
DNS failures look like “the whole internet is down” even when the tunnel is alive. If direct IP checks work but domains fail, changing servers randomly may hide the real issue. Test with custom DNS off for one run, then restore your preferred settings after you know the layer.
Confirm the tunnel is not just “green”
A green VPN switch is not enough. Check a normal website, the target app and the visible IP page. If the IP changes but pages do not load, focus on DNS or route rules instead of reinstalling the client.
Start with a clean route check
Open Foli, refresh the subscription and compare DNS, route and visible IP before reinstalling the client.