Installing PIA in Safe Mode with Networking

Difficulties with installation of our Windows app (e.g. TAP issues) are generally caused by interference from security software/anti-virus programs. Installing in Windows Safe Mode with Networking should avoid such interference. Please try the following installation procedure: 

 

Step 1 - Exit the VPN

  • If you see our application running in your system tray, right-click on it and choose "Disconnect" (Info: The system tray is the list of icons on the bottom right of your screen next to the clock icon. You may need to click on the little arrow to show more icons.)
  • Right click on the PIA icon again and click "Exit" 

 

Step 2 - Uninstall the PIA VPN App from C:\Program Files

  • Press and hold the "Windows Key" on your keyboard and while holding it press "R" - (WinKey+R)
    • This will open the "Run" window with the "Open:" field
  • Type in "C:" and press "OK" or hit the "Enter" key on your keyboard
    • The Windows File Manager will then open
  • Double Click "Program Files" - (Note: NOT the one ending with "x86")
  • Locate the "pia_manager" folder
  • Right Click the "pia_manager" folder and click "Delete"

Note: DO NOT do this for any other folders or files in the "Program Files" folder.

 

Step 3 - Uninstall the TAP Adapters

  • Press and hold the "Windows Key" on your keyboard and while holding it press "R" - (WinKey+R)
    • This will open the "Run" window with the "Open:" field
  • Type in "devmgmt.msc" and press "OK" or hit the "Enter" key on your keyboard
    • The "Device Manager" window should appear
  • Click on "Network Adapters"
  • Right click "TAP-Windows Adapter V9 #2"
  • Click "Uninstall"
  • Check the box for "Delete the driver software for this device"
  • Click "OK"

Note:  If there are any other "TAP" Adapters listed here please uninstall them in the same manner - Ex. "TAP-Win32 Adapter". 

 If you do not see any "TAP" Adapters listed here please...

  • Look for "Other Devices" or "Unknown Devices" and click on it if present within the "Device Manager" window
  • Right click each "Unknown Device" and click "Properties" and check if it is a "TAP" device (If it is uninstall it)

Step 4 - Power off the computer

  • When the changes above are complete, power off your computer completely. ***DO NOT USE RESTART***
  • Wait at least 30 seconds, then power your computer back up.

 

Once this is completed please continue using the directions below based on your versions of Windows to boot in safe mode. 

 

Step 5 Booting in Safe Mode with Networking

 Windows 7

  1. Press the Windows key + C, and then click "Settings."
  2. Click Power, hold down Shift on your keyboard and click Restart.
  3. Immediately after the computer is powered on or restarted (usually after you hear your computer beep), tap the F8 key. 
  4. After your computer displays hardware information and runs a memory test, the Advance Boot Options menu will appear. 
  5. Use the arrow keys to select "Safe Mode with Networking" and press enter. 

 Windows 8 

  1. Press the Windows key + C, and then click Settings.
  2. Click Power, hold down Shift on your keyboard and click Restart.
  3. Click Troubleshoot.
  4. Click Advanced options.
  5. Click Startup Settings.
  6. Click Restart.
  7. Press F5 on your keyboard to Enable Safe Mode with Networking.

Windows 10

  1. Click/Tap the Windows Start button.
  2. Open Settings, and click/tap on the Update & security icon
  3. Click/tap on Recovery on the left side, and click/tap on Restart now under Advanced startup on the right side
  4. Click/tap on Troubleshoot
  5. Click/tap on Advanced options
  6. Click/tap on Startup Settings
  7. Click/tap on Restart
  8. When your computer restarts press the 5 or F5 key

 

Step 6 - Installing the PIA app in Safe Mode with networking

After you are booted up into Safe Mode with networking, please download the VPN client from this link, https://www.privateinternetaccess.com/installer/download_installer_win and download the installer for our software.

Save the installer onto your computer. Once the installer is downloaded, right click it and select "Run as administrator". Once this is done, click your Start button, click Control Panel, click Network and Sharing Center, click Change adapter settings, and delete any VPN connections listed here. Do not delete the TAP connection.

 After the above is complete, reboot your computer normally, and try connecting with the app.

 


If you still need some help, please feel free to contact support at any time by submitting a ticket, and we will respond as soon as possible. 

Have more questions? Submit a request