VPN not working? Check it layer by layer.
Do not reinstall everything first. Use this checklist to separate subscription, client app, Wi‑Fi/mobile data, DNS and routing problems.
VPN check, without chaos
Work from least destructive to most destructive. Keep notes: device, app, network and what changed.
Works on Wi‑Fi, fails on mobile
Usually this points to operator filtering or route reachability, not a broken app.
Banking app asks to disable VPN
Some apps react to the VPN interface itself. Split tunneling helps only in some cases.
Start over safely
If you do need to re-import, use the subscription link and keep the old app until the new setup works.
What the result usually means
Diagnostics is a routing tool, not a blame game. A green VPN switch only proves that the client started a tunnel. The useful question is which layer failed next: subscription, DNS, provider path, chosen route, or a specific app rule.
| Symptom | Most likely layer | Next action |
|---|---|---|
| Profile is present, server list is empty | Subscription refresh or access status | Refresh inside the client and check the bot/cabinet |
| Connected, no websites open | DNS or default route | Test another route and disable custom/private DNS briefly |
| Works on Wi‑Fi, fails on mobile data | Mobile operator path | Keep the same client and compare routes one at a time |
| Only one app fails | Rule list, app cache or service endpoints | Do not rebuild everything; test browser vs app and refresh rules |
What support needs
Send device, OS, client app, network type, selected route, exact error text, and whether the visible IP changed after connecting. Never post private subscription URLs in public chats.
Copyable diagnostic report
Use this after the checklist. The goal is to make the support message specific enough that the first answer can be useful.
Device and OS: ...
Client app and version: ...
Subscription refreshed today: yes / no
Network tested: Wi‑Fi / mobile data / both
Selected route: ...
Visible IP changed after connection: yes / no
DNS/custom private DNS enabled: yes / no
Service that fails: ...
Exact error or screenshot: ...
Time of test and approximate region: ...If the visible IP does not change, focus on client/profile application. If IP changes but names do not resolve, focus on DNS. If only one service fails, focus on rules or that service’s endpoints. If only one network fails, focus on provider path.
Final verification rule
Before you decide a VPN setup is fixed or broken, repeat the same small test twice: once on the network that failed and once on a second network if available. Keep the client app, route and subscription unchanged during that comparison. If the result changes only with the network, report the provider path. If it changes only with the route, report the route. If it never changes and the visible IP stays the same, focus on profile import or client application. This rule keeps support cases short and prevents accidental damage to a working configuration.
When not to keep testing
Stop after you have a clear pattern. Ten random retries rarely add useful information. If two networks, two routes and a refreshed subscription all fail the same way, send the report instead of rebuilding the device. If one combination works, keep it as the baseline.