Getting disconnected constantly

If you experience disconnections, in 99% of the cases the network infrastructure is responsible, so it makes sense to check with multiple servers in different countries and note, if and how disconnections appear on a steady base.

[Windows]     [Mac OS]     [iOS]     [Android]     [Native OpenVPN]

Windows

To check connections with the Windows client, use the profile 'Choose my VPN server'. (As a free service user, connect repeatedly by using the 'Unblock Basic Websites' profile.)

To choose a server, first click on the little arrow on the left side of each country (1) entry to open that location's list of single servers. Then mark one of them (2) and click on 'Connect' (3).

If you think, CyberGhost is responsible for your connection problems, it might be that many data packages get lost because of the UDP protocol. (Background: By default CyberGhost uses for its connections UDP, which allows higher speed due to its less restrictive data checking procedures. The downside: Downloads can be suddenly interrupted or corrupted and packages can get lost e.g. when playing online games. TCP stands for more stable connections - but for the price of a lower speed due to more precise data checking.)

Please test, if the stability gets better, if you enable the "TCP protocol" in the CyberGhost client's settings (click on 'Settings' > move to 'Connection' and activate the option 'Use TCP instead of UDP connections'.

Should you still experience issues, please note down the server (or servers for multiple tries) and contact support via your online account management.

Mac OS

To check connections with the Mac client, click on 'Simulated Location', choose a single server and connect. (As a free user simply initiate subsequently connections via the yellow button. The server choice will be done automatically then.)

To choose a server, just click on the respective entry for marking and then on 'OK'.

After that, connect via the yellow button and repeat all steps with at least 5 servers in different countries.

If you think, CyberGhost is responsible for your connection problems, it might be that many data packages get lost because of the UDP protocol. (Background: By default CyberGhost uses for its connections UDP, which allows higher speed due to its less restrictive data checking procedures. The downside: Downloads can be suddenly interrupted or corrupted and packages can get lost e.g. when playing online games. TCP stands for more stable connections - but for the price of a lower speed due to more precise data checking.)

Please test, if the stability gets better, if you enable the "TCP protocol" in the CyberGhost client's settings (open side menu > click on 'Settings' > move to 'Connection' and activate the option 'Use TCP'.

Should you still experience issues, please note down the server (or servers for multiple tries) and contact support via your online account management.

iOS

To check connections with the iOS client, first tap on the button 'Options'.

Now tap on 'Country' ...

... and after that on any country you like (the actual single server to be used will be automatically determined by CyberGhost).

Repeat this test with at least 5 countries. Should you experience disconnections with different countries, note down the respective countries and contact support via your online account management.

Android

To check connections with the Android client, click on 'Simulated Location', choose a single server and connect. (As a free user simply initiate subsequently connections via the yellow button. The server choice will be done automatically then.)

To choose a server, just tap on the respective entry for marking and then on 'OK'.

After that connect via the yellow button and repeat all steps with at least 5 servers in different countries.

If you think, CyberGhost is responsible for your connection problems, it might be that many data packages get lost because of the UDP protocol. (Background: By default CyberGhost uses for its connections UDP, which allows higher speed due to its less restrictive data checking procedures. The downside: Downloads can be suddenly interrupted or corrupted and packages can get lost e.g. when playing online games. TCP stands for more stable connections - but for the price of a lower speed due to more precise data checking.)

Please test, if the stability gets better, if you enable the "TCP protocol" in the CyberGhost client's settings (open side menu > tap on 'Settings' > move to 'Connection' and activate the option 'Use TCP'.

Should you still experience issues, please note down the server (or servers for multiple tries) and contact support via your online account management.

Native OpenVPN

To check connections with native OpenVPN installations, 

you need to visit your online account management and open under 'My Devices' the page for the protocol configuration that troubles you.

  1. Choose a different country (experienced users can also use a single server address; see here how to deal with server addresses)
  2. Change your OpenVPN config file by adding the new address
  3. Connect to the new server
  4. Go back to step 1 and repeat all three steps with different addresses (at least 3 to 5 times)

If you think, CyberGhost is responsible for your connection problems, it might be that many data packages get lost because of the UDP protocol. (Background: By default CyberGhost uses for its connections UDP, which allows higher speed due to its less restrictive data checking procedures. The downside: Downloads can be suddenly interrupted or corrupted and packages can get lost e.g. when playing online games. TCP stands for more stable connections - but for the price of a lower speed due to more precise data checking.)

Please test, if the stability gets better, if you enable the TCP protocol instead the UDP protocol. For that change under 'Protocol' from 'OpenVPN (UDP)' to 'OpenVPN (TCP)'.

Should you still experience issues, please note down the server address(es) and contact support via your online account management.

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