We have found that the cause of this unexpected data use is an accounting issue with iOS 14. The iOS 14 operating system is counting the same data twice: once as it passes through Proton VPN and again as it is used by the end app. This, of course, is incorrect. Proton VPN itself uses minimal data. It encrypts the data that other apps use.

This double counting only occurs under specific circumstances. You must:

1. Access the internet using your mobile data plan (as opposed to being connected to WiFi)
2. Be connected to Proton VPN
3. Use the OpenVPN VPN protocol (this issue does not occur with IKEv2)

Our research has found that this bug affects most major VPN services that use or offer VPN protocols other than IKEv2. Unfortunately, as this is an issue with how Apple’s operating system counts data usage, there is nothing we can do to fix this bug. We must wait for Apple to address it in an update.

We have already contacted Apple regarding this issue.

The post Issue with mobile data usage on iOS 14 with Proton VPN appeared first on Proton VPN Support.

For example, if you are connected to one of our VPN servers in Malaysia, Google might identify your connection as originating in the United Arab Emirates.

This is not a bug with Proton VPN. There are no IP address leaks. This happens because Google determines its users’ location by cross-checking the location of where the IP address is with the geolocation data it has of devices that use that IP address. If Google detects a significant number of devices using that IP address are in a certain area, it will change the location it lists for that IP address.

In the example above, Google might show your location to be in the UAE when connected to one of our servers in Malaysia because that particular server is very popular with Emirati users.
We understand that this can be confusing, but if you go to a website that shows you where your IP address is based, like IP.me, it will show you the IP address other websites actually see.

If you need Google to correctly recognize which country your server is in, we suggest you try connecting to a different Proton VPN server.

Unfortunately, there is nothing we can do to resolve this issue. We must wait on Google to address it. We have raised the issue with them and are waiting for a response.

You can help us get Google to address this issue quicker by reporting it to them when you encounter it. You can report Google mistaken IP address locations here.

The post Why does Google show my IP address originating in a different country from the one Proton VPN lists? appeared first on Proton VPN Support.

1. Open the Network and Internet Settings by right-clicking on the network settings icon in the system tray. After that, select Change adapter options.

If you are using Windows 7, navigate to Control Panel -> Network and Sharing Center -> Change adapter settings.

2. Right-click on the network adapter named TAP-Proton VPN Windows adapter V9 and select Properties.

3. Select Internet Protocol Version 4 (TCP/IPv4). Then click Properties.

4. Click Advanced…

5. Click Add.. under Default gateways.

6. In the Gateway field, type 192.168.0.1. Then click Add.

7. Once you are finished, you should see 192.168.0.1 as an option under Default gateways. Click OK to apply the changes and then reconnect to the Proton VPN server.

The post Using Adobe Cloud, OneDrive or Office 365 while connected to Proton VPN appeared first on Proton VPN Support.

We have found that if you have RivaTuner installed on your device, Proton VPN will not open.

To use Proton VPN, you must uninstall RivaTuner and download either RivaTuner Statistics Server or MSI Afterburner. These are more current programs, and they support the latest graphic cards.

The post Issues encountered using RivaTuner and Proton VPN appeared first on Proton VPN Support.

While most of the internet uses the IPv4 protocol, there are ISPs that provide support for IPv6 as well. It is our duty to make sure that users are aware that, for the time being, our servers are compatible with the IPv4 internet protocol only. However, Proton VPN takes active measures to prevent any possible IPv6 leaks.

Proton VPN applications block all IPv6 traffic by default. To be precise, IPv6 traffic is disabled; any potential IPv6 traffic is routed to a black hole (null route) to ensure your device cannot make connections over IPv6. That way only IPv4 connects are possible to ensure your real IP address is not leaked. Also, by disabling IPv6 traffic on your network, your internet connection performance shouldn’t be affected as most internet services are accessible via IPv4.

You can configure your router to block all IPv6 traffic, however. Different routers feature different settings but most of them have an option to turn off IPv6 completely. This way you wouldn’t have to disable IPv6 on each of your devices, but keep in mind that it is not possible to turn off IPv6 traffic on Android and iOS. In order to disable IPv6 on your router, please check router user manual or consult with an IT specialist.

You can turn off IPv6 traffic directly on Windows, macOS and Linux.

The post How to prevent IPv6 leaks on your device appeared first on Proton VPN Support.

This problem can occur on some devices because certain phones don’t allow Proton VPN to continue running in the background or use data while it is running in the background. There may also be issues with the power saving settings. This guide shows how to resolve this issue.

Open the Proton VPN app and navigate to the recent applications menu. Generally, you do this on an Android phone by tapping the button to the right of the Android home button.

Once the active application viewer is open, tap the three vertical dots in the upper right corner.

Tap the Lock option so that the Proton VPN app is locked.

If there are no three vertical dots, tap the Proton VPN application and hold it for 2 seconds.

Tap the Lock icon so that it is locked.

Locking the app means that it will continue running in the background.

Once the Proton VPN app is locked, navigate on your device to Settings -> Apps -> ProtonVPN -> Data usage / Mobile data

Tap “Allow background data usage” so that it is enabled.

After taking these steps, the Proton VPN app will be running in the background and the Always-On VPN feature will automatically reconnect you to your VPN server if you lose your connection. This will lead to improved connection stability.

Sign up for a Free plan for Android to use our Always-On VPN feature to keep your connection as secure as possible.

Is your VPN connection still getting interrupted?

If Always-On VPN is still not automatically reconnecting you to a VPN server after you have taken the steps above, please make sure to check your antivirus and firewall settings to make sure that they are not preventing the Proton VPN app from automatically establishing a connection. You should also check your phone battery optimization/power saving settings to ensure the Proton VPN app is excluded from the list of apps that are limited or shut down when the power saving feature is turned on. Unless addressed, all of these settings could adversely impact the stability of your VPN connection.

Related articles:

Proton VPN Android application
Always-ON VPN

The post Prevent Android VPN disconnects with Always-On VPN appeared first on Proton VPN Support.

Server downtimes

If you have connection problems with a single server or country, it’s quite likely a temporary problem or downtime, e.g. for maintenance. We work to ensure maximum server uptime. However once in a while a server may still go down unexpectedly. If the problem persists on all servers, please also check your firewall/ antivirus settings.

 System and compatibility issues

 Installation

• Make sure Proton VPN is properly installed and that you have granted permission to install the OpenVPN TAP adapter. For detailed instructions on how to install Proton VPN please visit this article.

System time

• If your system time is not set correctly, you might be unable to log into Proton VPN. If your system time is, for example, set to April, 1st, 2005, an SSL certificate from 2007 will be rejected and the connection will fail.

Reinstall Proton VPN

• Sometimes an operating system takes a wrong turn and slows down a program. please uninstall Proton VPN completely and re-install it. The following links have detailed instructions on how to uninstall and install Proton VPN.

 Account Problems

Wrong credentials

• Please make sure that you typed your credentials correctly before attempting to connect. Learn more about locating your Proton VPN password.

Expired account

• If your subscription ran out, Proton VPN will not connect to the internet. Please make sure that you have a valid subscription or upgrade your account.

Not connected to the internet while attempting to connect Proton VPN

 Please make sure that your internet connection is stable and uninterrupted. If you are using Wi-Fi, please try switching to a cable – Ethernet – connection instead.

Related questions

Does Proton VPN have bandwidth limit?

How to change VPN protocols?

How to use content streaming services with Proton VPN?

The post Unable to connect appeared first on Proton VPN Support.

Screenshot of Android app

Screenshot of iOS app

Screenshot of macOS app

Screenshot of Windows app

This means that you are not currently connected to one of our VPN servers and that your Internet traffic is not encrypted. 

This article describes the steps you can take to quickly connect to a Proton VPN server. If you are still unable to connect, please take a look at our list of most common connectivity issues. If the app says that you are unprotected when you are connected to one of our servers, please contact our Support team immediately. 

Related questions

Unable to connect

How to make sure that my IP address has been changed?

The post Why my status is “unprotected”? appeared first on Proton VPN Support.

Tip: When Proton VPN is minimized, you can also connect by using the Quick Connect button.

Related questions

How do I switch countries/servers?

Unable to connect

How to improve internet speed?

How to using streaming services with Proton VPN?

The post How to quickly connect to Proton VPN through Systems Tray option? appeared first on Proton VPN Support.

There are a number of factors that can impact the overall speed of your VPN connection, including the load on the server you are connected to, the distance between your device and the server you are connected to, and the speed of your original Internet connection, just to name a few.

We have hundreds of servers in dozens of countries to provide you with the fastest and most secure VPN connection. If you feel your Internet is too slow when connected to Proton VPN, please check out our article about how to solve common bandwidth and speed issues.

Related articles

How to increase internet speed?

Unable to connect

Does Proton VPN store user information?

The post Does Proton VPN have a bandwidth or data limit? appeared first on Proton VPN Support.