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Troubleshooting Guide

A quick guide to solving the most common VPN connection issues.

Connection Questions

What is the key format? — The key format is https://panel.dmevent.de/sub/

Can I get a key in another format? — No, replacement is not possible. Please read the product description carefully before purchase. If you need another format, buy the appropriate product. This information is always in the description.

I can't connect from mobile internet and don't want to change protocol. What should I do? — You must either switch to Wi-Fi or change the protocol. Refunds are not provided if the key only fails on mobile internet.

Didn't receive a bonus month for a review — Contact support, we will check and credit it again if needed.

Why doesn't your VPN work on mobile while free ones do? — Inability to work on mobile internet is individual. We use several providers, but some operators block them. Switching to the Vless protocol may help. Free VPNs may work, but their security and stability are not guaranteed. The choice is yours.

Connection Problems

VPN won't connect

Possible reasons and solutions:

  • Internet issues
- Check if the internet works without VPN - Restart your router and modem - Check cable connections
  • Firewall blocking
- Add the VPN app to firewall exceptions - Temporarily disable antivirus for testing - Check Windows Defender settings

Issues with Specific Sites

Sites don't open via VPN

Common cases:

  • Banking sites
- Reason: VPN traffic is blocked for security - Solution: Temporarily disable VPN, use split tunneling, or add the site to exceptions
  • Government services and sites
- Reason: Restricted on our side to prevent attacks and access to government sites of other countries - Solution: Disable VPN

Windows

  • Error "TAP adapter not found"
- Solution: 1. Reinstall the VPN app 2. Run as administrator 3. Install the TAP driver manually

macOS

  • Permission issues
- Solution: 1. System Preferences → Security 2. Allow the app network access 3. Add VPN to trusted apps
  • Certificate errors
- Solution: Reinstall the app

Android

  • VPN doesn't work on mobile networks
- Reason: Blocked by your mobile operator - Solution: Switch to Wi-Fi or change protocol to Vless
  • Conflict with other VPNs
- Solution: 1. Remove other VPN apps 2. Clear VPN settings in the system 3. Restart the device

iOS

  • VPN disconnects when the screen is locked
- Solution: 1. Settings → General → Background App Refresh 2. Enable refresh for the VPN app 3. Settings → Screen Time → Always Allowed

Speed Test

Recommended services:
  • speedtest.net
  • fast.com
  • testmy.net

DNS Leak Test

  • dnsleaktest.com
  • ipleak.net
  • browserleaks.com