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Can’t Access Content While Using CyberGhost VPN

Important: If you are located in a country with high internet censorship, please contact support for assistance. If you use a manual VPN configuration, switch to the official CyberGhost VPN app for the best compatibility and access to the latest settings.

If you cannot access a specific website or app while connected to CyberGhost VPN, it can be related to the VPN server, protocol, or platform you are using.

Follow the troubleshooting steps below in order. After each step, try accessing the website or app again. If it works, you can skip the remaining steps.

Note: This guide is for issues accessing a specific website or app. If you cannot access the internet at all while connected to CyberGhost VPN, refer to: Cannot Browse Internet with CyberGhost VPN.

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Common Access Issues

You may have trouble accessing a website or app for several reasons:

  • Some websites, apps, and online services block connections from certain locations or known VPN IP addresses.
  • There may be a connectivity issue between the CyberGhost VPN server and the website, app, or online service.

Try a Different VPN Server

The VPN server you are connected to may be causing the issue with the website or app.

For Websites or Apps Available Worldwide

Windows
  1. Open the CyberGhost VPN app.
  2. Click the arrow button (<) on the left to expand the menu.
  3. From the sidebar, select All Servers.
  4. Select a country, then click the power button to connect.
  5. Try accessing the website or app again.

If you still cannot access it, repeat these steps until you have tried at least three server locations in different countries. If that does not resolve the issue, move to the next step.

macOS
  1. Open the CyberGhost VPN app. 
  2. Click the arrow button (<) on the left to expand the menu.
  3. From the sidebar, select All Servers.
  4. Select a country, then click the power button to connect.
  5. Try accessing the website or app again.

If you still cannot access it, repeat these steps until you have tried at least three server locations in different countries. If that does not resolve the issue, move to the next step.

Android

Try at least three server locations in different countries:

  1. Open the CyberGhost VPN app.
  2. Tap Best Location to open the server list.
  3. Select a server location in a different country. The app will connect you automatically.
  4. Try accessing the website or app again.

If you still cannot access it, repeat these steps until you have tried at least three server locations in different countries. If that does not resolve the issue, move to the next step.

iOS

Try at least three server locations in different countries:

  1. Open the CyberGhost VPN app.
  2. Tap Best Location to open the server list.
  3. Select a server location in a different country. The app will connect you automatically.
  4. Try accessing the website or app again.

If you still cannot access it, repeat these steps until you have tried at least three server locations in different countries. If that does not resolve the issue, move to the next step.

For Location-Based Content

If the service is available in your location, selecting a VPN server in the same country or region may help avoid location-related access issues. For example, if you’re in the US and need to use your online banking service, connect to a server in the US.

Windows

To change server location:

  1. In the CyberGhost VPN app, click the power button to disconnect from the current server.
  2. Click the arrow button (<) on the left to expand the menu.
  3. From the sidebar, select All Servers.
  4. Check whether CyberGhost VPN has a server in the relevant location.
  5. If so, click a server then the power button to connect.

If CyberGhost VPN offers multiple suitable servers in the location, try each one and test the website or app again after you connect.

If you still cannot access it, move to the next step.

macOS

To change server location:

  1. In the CyberGhost VPN app, click the power button to disconnect from the current server.
  2. Click the arrow button (<) on the left to expand the menu.
  3. Check whether CyberGhost VPN has a server in the relevant location.
  4. If so, click a server then the power button to connect.

If CyberGhost VPN offers multiple suitable servers in the location, try each one and test the website or app again after you connect.

If you still cannot access it, move to the next step.

Android

To change server location:

  1. In the CyberGhost VPN app, tap the power button to disconnect from the current server.
  2. Tap Best Location to open the server list.
  3. Check whether CyberGhost VPN has a server in the relevant location.
  4. If so, tap a server to connect to it.

If CyberGhost VPN offers multiple suitable servers in the location, try each one and test the website or app again after you connect.

If you still cannot access it, move to the next step.

iOS

To change server location in CyberGhost:

  1. In the CyberGhost VPN app, tap the power button to disconnect from the current server.
  2. Tap Best Location to open the server list.
  3. Check whether CyberGhost VPN has a server in the relevant location.
  4. If so, tap a server to connect to it.

If CyberGhost VPN offers multiple suitable servers in the location, try each one and test the website or app again after you connect.

If you still cannot access it, move to the next step.

Important Notice: CyberGhost VPN is a privacy and security service and mustn’t be used for copyright infringement. Use of the service to access, stream, or download content in violation of copyright laws, to circumvent geographic restrictions imposed by content providers, or to engage in any unlawful activity is strictly prohibited and constitutes a breach of our Terms of Service. Users are solely responsible for ensuring their use of the service complies with all applicable laws, regulations, and third-party terms.

Change VPN Protocol

The VPN protocol CyberGhost uses can sometimes affect your connection to a website or app. Follow the steps for your device below and try each protocol on your device to see if changing it resolves the issue.

Windows
  1. Open CyberGhost VPN and click Settings (gear icon).
  2. Click CyberGhost VPN from the left sidebar menu.
  3. Select the dropdown under VPN protocol and choose a different protocol:
    • Automatic selection
    • WireGuard®
    • OpenVPN
    • IKEv2
  4. Return to the home screen and press the power button to CyberGhost VPN.
  5. Try accessing the website or app again.

If the issue continues, repeat these steps and try a different protocol each time. If that does not work, continue to the next step.

Mac
  1. Open CyberGhost VPN and click Settings (gear icon).
  2. Click Preferences.
  3. In the General tab, under Protocol, choose a different protocol:
    • Automatic
    • IKEv2
    • WireGuard®
  4. Return to the home screen and press the power button to CyberGhost VPN.
  5. Try accessing the website or app again.

If the issue continues, repeat these steps and try a different protocol each time. If that does not work, continue to the next step.

Android
  1. Open CyberGhost VPN and tap Settings (gear icon).
  2. Tap the VPN tab, then tap Protocol.
  3. Select a protocol from the menu:
    • Auto
    • OpenVPN
    • WireGuard®
  4. Return to the home screen and tap the power button to CyberGhost VPN.
  5. Try accessing the website or app again.

If the issue continues, repeat these steps and try a different protocol each time. If that does not work, continue to the next step.

iOS
  1. Open CyberGhost VPN and tap Settings (gear icon).
  2. Tap the VPN tab, then tap Protocol.
  3. Select a protocol from the menu:
    • Auto
    • IKEv2
    • WireGuard®
  4. Return to the home screen and tap the power button to CyberGhost VPN.
  5. Try accessing the website or app again.

If the issue continues, repeat these steps and try a different protocol each time. If that does not work, continue to the next step.

Try a Different Browser or Platform

The browser or app you are using may be causing the issue, so you can try accessing the website or service another way.

If You’re Using a Browser

Open a different browser and try accessing the website again. If it does not resolve the issue, move to the next step.

If You’re Using an App

  1. Log out of the app, then log back in.
  2. Try accessing the service again.
  3. If the issue continues, open a browser and try accessing the service there instead.

If you still cannot access the website or service, move to the next step.

Check for DNS Leaks

A DNS leak may affect your ability to access a website or app while connected to CyberGhost VPN.

You can run a DNS leak test to check your connection. To do this, open the CyberGhost VPN DNS Leak Test and wait for the results.

Check whether the test shows DNS servers from your actual location instead of the location of your CyberGhost VPN server. For example, if you are connected to a CyberGhost VPN server in the US but the test shows DNS servers in your home country, such as the UK, you may have a DNS leak.

If the test detects a DNS leak and you need to change your DNS settings, read our guide for your device:

Note: If the CyberGhost DNS Leak Test does not work, you can try DNSLeakTest.com instead.

Contact CyberGhost VPN Support

If you still cannot access the website or app after trying the steps above, contact our Customer Support team.

If you still see a DNS leak after changing your DNS settings, include screenshots of your DNS leak test results. Our Customer Support team may also ask you to submit a debug log to help investigate the issue.

You can reach us:

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