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Cannot Browse Internet with CyberGhost VPN

This guide is for situations where CyberGhost VPN connects successfully, but you cannot browse the internet at all. If only one website or service is unavailable, the problem is likely specific to that site and requires different troubleshooting.

Follow the steps below in order. After each one, reconnect and check whether you can access the internet from your browser.

Before you start: Make sure you are using the latest version of the CyberGhost VPN app for your device. 

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Step 1: Try a Different Network

CyberGhost VPN adds encryption to your internet traffic before sending it through the VPN server. If your Wi-Fi or mobile connection is already weak or unstable, the extra work involved in encrypting your data and maintaining the VPN tunnel may cause requests to time out, leaving websites unable to load.

Switching networks is a quick way to check whether the issue is coming from the network or your device. Connect to another Wi-Fi network or switch between Wi-Fi and mobile data. Then reconnect to CyberGhost VPN and try browsing again.

If websites load on the new network, the original connection was likely the problem.

Step 2: Try a Different Browser

A browser setting or extension may stop websites from loading even when CyberGhost VPN is connected.

To test it, open another browser and try visiting a few websites. If they load normally, check your usual browser for proxy settings, DNS settings, or extensions that may be interfering with the connection.

Step 3: Connect to a Different Server Location

The server you’re connected to may be experiencing a temporary issue or is overcrowded. This can cause it to become slow enough that websites take too long to respond or do not load at all.

Trying another location helps check whether the problem is limited to that server. If you are not sure what server location to pick, read our guide: What Server Should I Choose?

On desktop

  1. In the CyberGhost app, select the arrow icon to expand it.
  2. Click the All servers tab. From here, select a server location. 
  3. Click the power button to connect. 

On mobile

  1. In the CyberGhost VPN app, tap the Best Location button. 
  2. You’ll see the full list of server locations in a new tab. Select a server location different from your currently selected server.
  3. You will be taken back to the main screen. Tap the power button to connect.

If you are using a manual VPN configuration

Try the CyberGhost VPN app instead. The app keeps the available servers up to date and lets you switch locations without downloading a new configuration each time. 

If you prefer to continue using a manual configuration, download a new configuration for another server location and test it instead:

  1. Go to the Manual Setup page in your account dashboard. 
  2. Create a new configuration with a different server location. 
  3. Click Save Configuration. 
  4. Go back to the Manage Devices page and click View next to your new configuration. 
  5. Select Download Configuration.

If you are using Smart DNS

Disable your Smart DNS and then try another available DNS location. 

  1. Go to the Smart DNS tab in your CyberGhost VPN account. 
  2. Select the Get a new smart DNS button at the top. 
  3. Select Enable Smart DNS. 
  4. Try another available DNS location from the list for your device.

Please note that our Smart DNS service is no longer compatible with streaming services.

Step 4: Change the VPN Protocol

Some networks work better with certain VPN protocols than others. Switching protocols changes how that traffic is sent and may allow websites to load normally. Follow the steps below to change the VPN protocol:

On Windows

  1. In the CyberGhost VPN app, click Settings.
  2. Select CyberGhost VPN. 
  3. Under VPN Protocol, choose an option from the dropdown menu.
  4. Connect to the VPN and see if you can access the internet. 

On macOS

  1. In the CyberGhost VPN app, click the settings icon in the top corner.
  2. Select Preferences.
  3. Under Protocol, choose one of the available protocols.
  4. Connect to the VPN and see if you can access the internet. 

On Android or iOS

  1. In the CyberGhost VPN app, tap the settings icon in the top corner.
  2. Tap the VPN tab and select Protocol.
  3. Select one of the available protocols and connect to the VPN. Then, see if you can browse the internet.

Try all available protocols until you find one that works. If none of the available protocols fixes the issue, continue to the next step.

Step 5: Check Your Antivirus or Firewall

Antivirus and firewall software can sometimes mistake CyberGhost VPN's encrypted traffic as suspicious and block it from going through. Temporarily disable your antivirus or firewall and check whether you can browse while connected to CyberGhost VPN. 

If you can, add CyberGhost VPN to the app’s allowlist and turn it back on. You can follow our guide on configuring Windows Firewall or a third-party antivirus to unblock CyberGhost. 

You should also close any other VPN apps, proxy tools, or browser extensions that manage your connection, as running more than one at the same time may cause a conflict.

Step 6: Share Debug Data with CyberGhost VPN Support

If you are using the CyberGhost VPN app, you can share your debug data with CyberGhost VPN Customer Support. This is technical information, such as connection and authentication errors, that can help them investigate the issue.

To send debug logs, follow the guide for your device:

Need assistance? Contact our Customer Support team:

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