Articles in this section

Troubleshoot VPN Connection on Amazon Fire TV/Fire Stick

The CyberGhost VPN app is available for:

  • Fire TV (Fire OS 6 or later)
  • Fire Stick (2nd generation or newer)

Note: The first-generation Fire TV Stick, identified by FCC ID 2ABDU-0509, may allow you to install and open the CyberGhost VPN app. However, the device’s older hardware prevents the app from working properly. 

If you’re having trouble using CyberGhost VPN on your Fire Stick or Fire TV, follow the troubleshooting steps below.

Jump To...

PIN Couldn’t Be Validated Error

Try cleaning your Fire TV/Fire Stick cache and data:

  1. Navigate to Settings and select Applications.
  2. Select Manage Installed Applications.
  3. Find the CyberGhost VPN app and click Force Stop.
  4. Click Clear data.
  5. Click Clear cache.
  6. Go back to the Settings menu and select Device & Software.
  7. Click Restart.
  8. Click Restart again on the confirmation screen. 

After following these steps, you should get a new PIN, which you can validate in your CyberGhost online account. 

VPN Connection Issues

If CyberGhost VPN isn’t connecting or the connection keeps failing, try the steps below to identify and fix the issue.  

Run the Connection Checker

The Connection Checker can help identify what may be preventing CyberGhost VPN from connecting properly. 

  1. Open the CyberGhost app.
  2. Navigate to the app settings (top right gear icon).
  3. Click Connection Checker.
  4. Click Run test.
  5. Note which tests fail. This can help identify whether the issue is related to your internet connection, the VPN connection, or another part of the app setup. 

We suggest that you store your Fire Stick/Fire TV in the same room as your wireless access point, and if you are on a Fire TV, run a test via a wired connection.

Reinstall CyberGhost

Reinstalling CyberGhost VPN can help fix issues caused by a damaged app installation or outdated app files. 

  1. Find the CyberGhost app icon on your Amazon Fire TV’s home screen, and press the hamburger button (≡) on your remote.
  2. Click Uninstall.
  3. Confirm your choice when asked.
  4. Navigate to the Find menu and search for "CyberGhost VPN."
  5. Select CyberGhost, then click the download button next to Get. 

Restart Your Fire TV Device and Any Home Network Devices like Modems or Routers

Restarting your Fire TV device, modem, or router can help clear temporary connection issues. To restart your Fire TV from the menu:

  1. Go to Settings.
  2. Select Device & Software.
  3. Select Restart.
  4. Confirm your selection. 

Restart your router and modem if your home network isn’t working as expected. 

  1. Unplug your router & modem.
  2. Wait at least 30 seconds.
  3. Plug it back in and try running CyberGhost’s Connection Checker.

 

If connection problems persist, please contact our Customer Support team:

 

Related articles

Comments

0 comments

Article is closed for comments.