Unable to connect to NordLayer service
In this guide, you will learn how to troubleshoot connection issues on various devices. If you are looking for a guide for a specific device, please find the list below:
Usually, this particular problem can be resolved in a few steps. However, since all of our work or home networks are very different from each other, some of them may have specific restrictions that may block the VPN connection.
Possible solutions to try:
- Test different networks
- Change the connection protocol
- Disable possibly interfering apps
- Update the NordLayer application
Test different networks
First of all, check if you can connect your device to the VPN on other networks. Wi-Fi, Ethernet (if possible), and mobile hotspots - try all possible options.
If you cannot connect to only one of these, the connection is possibly blocked by something. In this case, make sure to check if the IPv6 protocol is not enabled on your network, as it may cause various connection issues. Keep in mind that Parental Controls or Firewalls can also cause these issues.
If you could not connect to your VPN on any of these networks a change of connection protocols is the next step.
Change the connection protocol
Go to the NordLayer application, click on Settings, then VPN Protocol. Here, you will find all of the available protocols, including IKEv2, OpenVPN UDP/TCP please give a go to all of them.
Disable possibly interfering apps
Your antivirus program or a different VPN application is another thing that can interfere with the VPN connection and typically refuses to let it through. Make sure that your antivirus is disabled and any other VPN application that you have installed is removed.
Since our application modifies your connection settings by a tiny bit, it can be considered a threat to your device by most antivirus software, therefore blocking the attempt to connect to the VPN server.
Update the NordLayer application
Once you made sure that you cannot connect to all possible networks, various protocols do not help, the antivirus is disabled, other VPNs are uninstalled, or you have a screenshot of the error received while trying to connect, try fully reinstalling the NordLayer application.
Note: In case you have any questions or are experiencing any issues, please feel free to contact our 24/7 customer support team.