How to troubleshoot connection issues on Surfshark

beginner 8 min read Updated 2026-03-19

Quick Answer

Most Surfshark connection issues can be resolved by checking your internet connection, switching servers, or updating the app. Common fixes include changing protocols, clearing app cache, or temporarily disabling antivirus software.

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Prerequisites

Active Surfshark subscription
Surfshark app installed on your device
Basic understanding of VPN connections
Internet connection without VPN

Step-by-Step Instructions

Check Your Base Internet Connection

Before troubleshooting Surfshark, verify your internet works without VPN. Disconnect from Surfshark by clicking the power button in the app. Open your browser and visit any website to confirm connectivity. If you have no internet without VPN, contact your ISP first.

Test multiple websites to ensure the issue isn't site-specific

Switch to a Different Server

Open the Surfshark app and click Locations. Try connecting to a different server in the same country first. If that fails, select a server in a different country entirely. Click Connect and wait 30 seconds for the connection to establish.

Servers with fewer users (shown by load percentage) often provide better connections

Change VPN Protocol

Go to Settings > VPN Settings > Protocol. Switch from the current protocol to WireGuard if using OpenVPN, or OpenVPN UDP if using WireGuard. Click Apply and try connecting again. Some networks block specific protocols.

WireGuard is generally faster, while OpenVPN works better on restricted networks

Disable Kill Switch Temporarily

In Surfshark settings, find Kill Switch and toggle it Off. Attempt to connect to a server. If successful, the Kill Switch may be blocking your connection. You can re-enable it after establishing a stable connection.

Remember to re-enable Kill Switch for security once connection is stable

Clear App Cache and Restart

Close Surfshark completely using Task Manager (Windows) or Activity Monitor (Mac). On mobile, force-close the app. Clear the app cache in your device settings, then restart the Surfshark application and try connecting again.

On Windows, you can also try running Surfshark as administrator

Check Firewall and Antivirus Settings

Temporarily disable your firewall and antivirus software. Try connecting to Surfshark. If it works, add Surfshark to your security software's exceptions or whitelist. Re-enable your security software after adding the exception.

Only disable security software temporarily for testing - always re-enable it

Update or Reinstall Surfshark

Check for app updates in Settings > About or download the latest version from Surfshark's website. If updates don't help, uninstall Surfshark completely, restart your device, then reinstall the latest version and log back in.

Export your settings before reinstalling to save your preferences

Common Issues & Troubleshooting

Connection keeps dropping frequently

Enable Auto-connect in settings and switch to WireGuard protocol. Also check if your router has VPN passthrough enabled.

Can't connect to any servers

Reset network settings by running ipconfig /flushdns in Windows Command Prompt or contact your ISP as they may be blocking VPN traffic.

Slow connection speeds with Surfshark

Choose servers closer to your location, disable CleanWeb in settings, and ensure no other bandwidth-heavy applications are running.

Error message 'Unable to connect to Surfshark'

Check if port 1194 (OpenVPN) or 51820 (WireGuard) are blocked by your network. Try connecting via mobile hotspot to test if it's network-related.

Prices mentioned in this guide are pulled from current plan data and may change. Always verify on the official Surfshark website before purchasing.

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