When your PrivateVPN app won't connect, try these solutions:
Others:
Need further assistance? Contact our support team.
Restart PrivateVPN app
Step 1
Click PrivateVPN icon at the menu bar and then click Quit.
Step 2
Open PrivateVPN app via Applications folder.
Step 3
Click ON/OFF button to reconnect.
Connect using a different VPN Protocol
Step 1
Proceed to PrivateVPN app then click on Advanced View.
Step 2
At the Dashboard menu, click on Connection Type and then select OpenVPN (TUN+TCP+443).
Step 3
Click Connect Now button to reconnect.
*If the above fix did not work for you, try L2TP Connection Type.
Connection Log
If you are still experiencing connection issues with PrivateVPN app, send us the connection log for us to quickly identify the problem and send you the right solution.
Step 1
Go to PrivateVPN app and then click on Advanced view.
Step 2
Select Settings on the left menu and then click on Click to open logs folder. A new window with the log folder will open.
Step 3
Send a copy of the recent log files to our email address at support@privatevpn.com with your thoughts.
Couldn't communicate with a helper tool application fix
Step 1
Click PrivateVPN icon at the menu bar and then click Quit.
Step 2
Proceed to Launchpad and then click Other.
Step 3
Click on Terminal.
Step 4
Type this code at the Terminal: softwareupdate --install-rosetta
Step 5
Press A and then press Enter.
Wait for the installation to complete then close Terminal app.
Step 6
Open PrivateVPN app via Applications folder.
Step 7
Click ON/OFF button to connect.
"PrivateVPN" can't be opened because it was not downloaded from the App Store fix
Step 1
Click on the Apple icon above and then select System Settings…
Step 2
Select Privacy & Security on the left menu.
Step 3
Tick App Store and identified developers under Security.
Step 4
Enter your password for the Mac account (not VPN password).
Click Unlock.
Step 5
Open PrivateVPN app via Applications folder.
Step 6
Click ON/OFF button to connect.
