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Cannot Load the CyberGhost VPN App

If the CyberGhost VPN app does not open, freezes on the loading screen, or displays a blank page, try the steps below. 

If the app opens normally but cannot connect to a VPN server, check our troubleshooting guide for connectivity issues instead.

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Step 1: Uninstall and Reinstall the CyberGhost VPN App

A corrupt or incomplete installation is one of the most common reasons the CyberGhost VPN app may freeze, crash, or fail to open. This means some of the files the app needs are missing, damaged, or from a different version.

This can happen when:

  • An installation or update is interrupted: If your device restarts, loses power, or loses its internet connection during the process, some files may not install correctly.
  • A previous uninstall leaves files behind: Old files or background components may conflict with the new installation, especially if the app was still running when it was removed.

The issue may also be caused by an app bug that prevents parts of the interface from loading correctly. For example, the server list or settings may appear blank or be missing completely.

To fix it, uninstall CyberGhost VPN from your device and then reinstall it. This gives the app a fresh set of files and removes any damaged or mismatched ones that may be stopping it from opening. 

Windows

To uninstall the CyberGhost VPN app on Windows:

  1. Exit the CyberGhost VPN app if it is running.
  2. Open the Windows Start menu and select Settings.
  3. Select Apps > Installed apps. On some Windows versions, this may appear as Apps & features.
  4. Find CyberGhost VPN in the list.
  5. Select the three dots next to the app, then select Uninstall.
  6. Select Uninstall again when Windows asks you to confirm.
  7. Restart your computer.

Once it restarts, follow our guide to setting up CyberGhost VPN on Windows to install a fresh copy.

macOS

Follow this guide to uninstall the CyberGhost VPN app on a Mac. Then use this guide to install CyberGhost for macOS.

Android

To delete the CyberGhost VPN app on your Android: 

  1. Tap and hold the CyberGhost VPN app icon.
  2. Tap App info or the information icon.
  3. Select Uninstall.
  4. Tap Uninstall again.
  5. Restart your device.

Then follow the set up CyberGhost VPN on Android guide to reinstall the app.

iOS

To delete the CyberGhost app from your iOS device: 

  1. Tap and hold the CyberGhost VPN app icon.
  2. Select Remove App.
  3. Tap Delete App, then confirm.
  4. Restart your device.

You can then reinstall it following this guide: How to Set Up CyberGhost VPN on iOS.

Linux

To remove CyberGhost from Linux, follow our how to uninstall CyberGhost for Linux guide, then restart your device. Once it restarts, you can reinstall the latest version with this guide: Set Up CyberGhost VPN CLI App on Linux.

 

Step 2 (macOS only): Clear the CyberGhost Cache

For some users, the macOS app may freeze due to high RAM usage. This issue can typically be resolved by clearing cached CyberGhost data.

You can clear this data through Terminal.

  1. Go to Finder > Applications.
  2. Find the Terminal app and open it.

  3. Copy and paste the following command, then press Return:

    echo "Clearing cache..."; pkill -f CyberGhost 2>/dev/null; sleep 1; defaults
    delete com.cyberghostsrl.cyberghostmac EventTrackingQueue 2>/dev/null; 
    killall cfprefsd 2>/dev/null; echo "Done! Relaunch CyberGhost."
  4. When you see a “Done” message, you can exit the terminal and try to reopen the CyberGhost app.

If you still can't load the app, try the advanced troubleshooting steps below. 

Additional Troubleshooting for Mac (Advanced)

If clearing the cache doesn’t resolve the issue, you can uninstall the CyberGhost app, remove all traces of it from your device, remove your Mac from your CyberGhost account, and then reinstall it again. To do that, follow the steps below.

Step 1: Close CyberGhost via Activity Monitor

  1. Go to Finder > Applications > Utilities.
  2. Launch Activity Monitor and go to the Memory tab.
  3. Double-click the CyberGhost VPN entry.
  4. Select the Quit button in the CyberGhost VPN process window, and then select Force Quit to confirm.

Step 2: Remove Your Mac Device from Your CyberGhost Account

  1. Visit the Active VPN devices page in your CyberGhost account. 
  2. Select the Delete button for your Mac device.

Step 3: Uninstall the CyberGhost App via AppCleaner

  1. Download and install the AppCleaner uninstaller.
  2. Go to Finder > Applications and find the CyberGhost app. 
  3. Drag it to the AppCleaner pane. 
  4. Take a screenshot of the files displayed in the pane and save a copy to your desktop. You might have to share it with CyberGhost Customer Support if further troubleshooting is needed.

Step 4: Delete the CyberGhost IKEv2 Network Adapter

  1. Navigate to Finder > Applications > System Settings > Network.
  2. Locate the VPN configuration:
    • macOS Ventura: In the right pane, click VPN to display the list of VPN configurations. Click the Info (i) icon next to CyberGhost VPN IKEv2.
    • macOS Sonoma and later: Select VPN, then click the Info (i) icon.
  3. Remove the configuration:
    • macOS Ventura: Click Remove Configuration, then confirm by clicking Remove.
    • macOS Sonoma and later: In the pop-up window, click Remove.
  4. Close the Network window.

Step 5: Remove the CyberGhost Keychain Access Entries

  1. Go to Finder > Applications > Utilities > Keychain Access.
  2. In the search bar, type “CyberGhost.”
  3. Select all CyberGhost entries (Command + A), right-click them, and select Delete [number of] items.

Step 6: Restart Your Mac and Reinstall the CyberGhost App

  1. Click the Apple menu in the upper-left corner of the screen and select Restart.
  2. After your Mac restarts, reinstall the CyberGhost VPN app.

Step 7: Disable the Submit Anonymous Usage Data Option

  1. Launch the CyberGhost app, but do not log into it yet.
  2. Click the Settings icon in the app, and then select Preferences.
  3. At the bottom, uncheck Submit Anonymous Usage Data. 
  4. Close the app and restart your Mac.

After your Mac restarts, open CyberGhost VPN and test to see if it continues to crash or freeze.

 

Step 3: Check Your Antivirus or Firewall

If CyberGhost VPN still doesn’t open or crashes immediately, your antivirus or firewall may be preventing the app or one of its background services from starting.

Temporarily disable the security software and try opening CyberGhost VPN again. If the app loads, turn the security software back on and add CyberGhost VPN to its list of allowed apps or exclusions. For more details, follow our guide on how to configure Windows Firewall or a third-party antivirus to unblock CyberGhost. 

 

Step 4: Send Debug Data to CyberGhost VPN Support

Debug data is information about what happens when CyberGhost VPN tries to start, including error messages and app activity. If the steps above don’t fix the issue, sending this data to Customer Support may help them identify what is preventing the app from opening.

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

Need assistance? Contact our Customer Support team:

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