When your VPN won’t connect
Checks to work through when LuraVPN can’t connect or keeps dropping, and how to get more help.
Updated
When a connection fails, the app’s message says which step went wrong. Work through these checks in order; most problems are solved by the first three.
- Check that your internet works without the VPN: disconnect and open any website.
- Select Try again. If it fails again, select Try another location.
- Select Try another protocol, or choose one yourself in Preferences › Connection › VPN Protocol. Turning SmartConnect on lets the app choose for you. You can’t change protocol while connected.
- If VPN Kill Switch is on, keep it on while you troubleshoot. It stops traffic leaving your device outside the VPN.
- On a Mac, make sure LuraVPN is still allowed in System Settings › General › Login Items & Extensions › Network Extensions.
- Quit and reopen LuraVPN, then restart your device if the problem continues.
If the connection drops
When a connection is lost, the app shows Connection lost and reconnects on its own. With VPN Kill Switch on, your traffic is blocked until it reconnects, so your real IP address stays hidden. Select Disconnect if you want to stop and use your normal connection.
Ask LuraBot
Select Get help on the error, or open Help & Support from the app’s menu. LuraBot can look at your connection and guide you through supported checks. It asks before changing a connection, and nothing changes until you confirm.
In Preferences › Advanced › Diagnostic Terminal, Ask LuraBot starts a message with your app version, platform, connection state and protection settings. It leaves out addresses, account details and raw logs, and you can edit it before you send it.
Still can’t connect?
Send a support request with the topic VPN connection. Tell us your device and system version, the app version, the kind of network (home Wi-Fi, mobile data, work or public Wi-Fi), the exact error message and roughly when it happened.
