Trouble Connecting or the Connection Drops Frequently – Private Internet Access Support

There are several factors that can prevent you from connecting to the VPN or cause your connection to drop frequently, such as network restrictions, server issues, or incompatible VPN settings.

Try the steps below to resolve the issue in order and check after each if the issue has been resolved.

First check: Make sure you are using the latest version of the PIA app for your device, as it may include fixes for your connection issues. Find the most recent update.

Before You Start: Enable Debug Logging (Optional)

You may want to enable debug logging before trying the steps below. When enabled, the PIA app records certain technical information about how it behaves throughout the steps and your network setup.

This can help customer support narrow down the cause of the issue if the troubleshooting below does not work.

To enable debug logging on the desktop app:

Disconnect from the VPN server.
Click the three-dot menu icon and choose Settings.
Click Help.
Select the checkbox next to Enable debug logging.

To enable debug logging on the mobile app:

Disconnect from the VPN server.
Tap the menu icon (≡) from the main dashboard.
Go to Settings > Help.
Turn on Enable Debug Logging.

1. Try a Different Network or a Browser

An unstable Wi-Fi connection can also cause PIA to disconnect frequently. This is especially common on public Wi-Fi.

The quickest way to check is to connect your device to another Wi-Fi network or a mobile hotspot and try PIA again. If the VPN connects and works as expected, the issue is most likely with the original network.

If you are using the PIA browser extension, test it on a different browser to see if the browser is potentially the problem.

2. Connect to Another Server

If too many people are using a server at the same time, it may respond more slowly or provide a less stable connection.

To change the server in the PIA app on mobile, desktop, or the PIA browser extension:

Select the VPN SERVER widget on the main screen.
Select a different server location. It is usually best to pick a nearby location, as it will typically provide better speed and stability. You can let PIA choose the optimal location:
- Windows, macOS, Linux, and browser extension: Click Choose Automatically at the top of the list.
- iOS and Android: Tap Automatic at the top.
You will be taken back to the main screen. Select the power button to connect.

If you are using a manual configuration, follow the steps here to get a new .ovpn configuration file for a different server location.

If this fixes the issue, the problem was most likely limited to the original server or the route used to reach it.

3. Reinstall PIA

An interrupted update or damaged app file may stop PIA from connecting correctly. Reinstalling the app removes the existing installation and replaces it with a fresh copy.

To uninstall the PIA app:

Then, restart your device and install the app again.

To reinstall the PIA app:

If you are using the PIA browser extension, remove it from your extension list and then reinstall it following these instructions:

If your issue continues, something may be blocking or restricting your connection. If you are using the browser extension, we recommend using the desktop app so you can try different ports and protocols that are compatible with your network.

4. Change the VPN Protocol and Port

Some networks may block or interfere with the protocol or port PIA is using, which can prevent the VPN from connecting or cause it to disconnect.

To change VPN protocols, transport types (that determine how the VPN sends the data), and ports on desktop, follow the guides for your device:

On mobile, find the steps for your device below:

Recommended Protocol and Port Combinations

The following ports are available in the PIA app. Try different combinations until you find one that improves your connection.

Transport	Remote Port	Description
UDP	8080	Alternate HTTP port, often open on restricted networks
UDP	853	Port commonly associated with DNS over TLS
UDP	123	Port commonly associated with NTP (time synchronization) traffic
UDP	53	Port commonly associated with DNS traffic
TCP	443	Port commonly associated with HTTPS traffic
TCP	853	Port commonly associated with DNS over TLS
TCP	8443	Alternate HTTPS port
TCP	80	Port commonly associated with standard HTTP web traffic

Test different combinations of protocol, transport type, and port where available and check if your connection stabilizes after each. If it does not, move on to the next step.

5. Enable Small Packets

Your internet traffic is broken into packets before it is sent through the VPN. Some routers and mobile networks have trouble handling larger packets, which can cause parts of the connection to be delayed, dropped, or sent again. To use small packets, follow the steps below.

In the PIA desktop apps:

Disconnect from the VPN.
Select the three-dot menu, and click Settings.
Select the Protocols tab from the left-side menu.
Under MTU, select Small Packets.
Reconnect and try browsing again.

In the PIA mobile apps:

Disconnect from the VPN.
Tap the burger menu (☰).
Select Settings > Protocols.
Toggle Use Small Packets on.

Reconnect to PIA and test the connection again to see if it becomes more stable.

6. Exclude PIA From Your Antivirus or Firewall

Your antivirus or firewall may mistake PIA’s encrypted connection for suspicious activity and block the app from accessing the internet.

Add PIA to your antivirus or firewall’s list of allowed apps, then try connecting again. Follow this guide on how to add exclusions to your antivirus software.

You should also disable any other VPN apps or proxy-based browser extensions, as they may conflict with PIA.

7. Try Multi-Hop on Desktop

If the previous steps did not help, try enabling Multi-Hop in the PIA app. It routes your connection through an additional proxy before reaching the VPN server, giving PIA a different connection path.

Follow the steps here to enable PIA’s Multi-Hop feature. Then, reconnect to PIA and test the connection again.

If this works, the network may have been interfering with the direct VPN connection. Just note that Multi-Hop adds another step to the connection, so it may also increase latency or reduce your speed.

8. Send Debug Logs to PIA Support

If the problem continues, you can generate a debug log and send it to PIA Support. You can find instructions here on how to create and send a debug log on desktop and mobile.

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