You might encounter connection issues when attempting to connect to the Intego Privacy Protection VPN, resulting in the error message: “Can’t reach the VPN server. Please check your connection.
This issue is usually caused by various factors related to:
- Firewall or network configuration issues
- Security software is blocking the VPN connection
- Outdated VPN app version
General troubleshooting steps
Follow the recommended troubleshooting steps on the affected device to resolve the VPN connection issue.
Note: Proceed to the next step only if the previous one does not resolve the problem.
Clean installation
Perform a clean installation of the Intego Privacy Protection app to ensure that the app is running on its latest version:
Change ports and protocols
This is to isolate if the issue may be caused by something blocking or restricting the connection. Try different ports and protocols that are more suitable for your network configuration.
OpenVPN protocol
1. Ensure that you are disconnected from the VPN (stop any attempt to connect).
2. Navigate to the application’s Settings > Protocols.
3. Try various remote ports and find out which one works best for your network:
Protocol: OpenVPN
Transport: [enter Transport]
Remote Port: [enter Remote Port]
| Protocol Selection | Transport | Remote Port |
| OpenVPN | UDP | 8080 |
| 853 | ||
| 123 | ||
| 53 | ||
| TCP | 80 | |
| 443 | ||
| 853 | ||
| 8443 |
WireGuard protocol
1. Ensure that you are disconnected from the VPN (stop any attempt to connect).
2. Navigate to the application’s Settings > Protocols.
3. Set your Protocol to WireGuard.
Enable “Use Small Packets”
Enable the “Use Small Packets” option. This is to determine if the quality of your internet connection might cause the VPN connection issue.
1. Ensure the VPN is disconnected (stop any attempt to connect).
2. Navigate to the application’s Settings > Protocols.
3. Under MTU, select Small Packets from the dropdown list.
4. Attempt to reconnect to the VPN.
Change network
Try a different network to check if the VPN connection might be caused by a restrictive network or stability issues.
- Click the Wi-Fi icon in the menu bar at the top of your screen.
- Select the desired network from the list of available networks.
- Enter the password if prompted, and then click Join or Connect to establish the connection.
Whitelist the Internet Privacy Protection app from the security software
Security software (e.g., antivirus, anti-spyware, network security) could potentially interfere with the processes needed for our VPN application to run correctly. Before connecting to the VPN, make sure to whitelist the app from the security software first.
Intego Privacy Protection Support
Knowledge Base and Support
If you still have questions about using your Intego Privacy Protection software and cannot find the answer in this User Guide, please check our Knowledge Base for answers to the most common questions:
You can also contact our Support Team directly for assistance by completing a support ticket online here:
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