How to Troubleshoot Streaming Issues

If you experience streaming service problems while using CyberGhost VPN, follow these troubleshooting steps.

To comply with the streaming platform’s Terms of Use and CyberGhost Terms of Service, you should connect to a server location that matches the country where you are currently located.

Note: 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.

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Before You Start: Check Your Connection

Troubleshooting Steps by Device

• Windows, macOS, Linux
• Android and iOS
• Amazon Fire TV
• Android TV

Contact Support
 

Before You Start: Check Your Connection

Make sure you are connected to a CyberGhost VPN server and that your connection isn’t leaking any data. DNS, IPv6, and WebRTC are the most common sources of leaks.

You can learn how to check if your connection is protected here. 

If your status shows as "Unprotected" while connected to one of CyberGhost’s servers, follow these steps to secure your connection:

• Disable IPv6
• WebRTC leak prevention

Troubleshooting Steps by Device

After each step, check whether the problem is resolved before moving to the next one.

Windows, macOS, Linux

1. Clear your browser's cache if you are streaming via the browser. You can try the CyberGhost Cookie Cleaner, a free browser extension that clears your cookies, cached files, and browsing history in one click.
2. Reinstall the streaming app if you are using their app.
3. Restart the device.
4. Disconnect and reconnect to the VPN server, then try again.
5. Restart the CyberGhost VPN app.

Android and iOS

1. If you are using the app for a specific streaming service, force stop it, clear the app cache, and reinstall it.
2. Clear the cache of your browser or app.
3. Restart your device.
4. Uninstall and reinstall the app you use for streaming.
5. Disconnect and reconnect to the VPN server, then try again.

Amazon Fire TV

1. Uninstall and reinstall the streaming app:
   • Press the Home button, go to Settings > Applications > Manage Installed Applications.
   • Find the streaming app and select Force Stop, then Clear Data and Clear Cache.
2. Restart the device. 
   • Go to Settings > Device > Restart to restart your Fire TV / Fire Stick.
3. Disconnect and reconnect to the VPN server, then try again.
4. Restart the CyberGhost VPN app.

Android TV

1. Uninstall and reinstall the streaming app:
   • Go to Settings > Apps > Select the streaming app > Clear Data and Cache > Uninstall.
2. Restart the device.
   • Go to Settings > Device Preferences > About > Restart.
3. Disconnect and reconnect to the VPN server, then try again.
4. Restart the CyberGhost VPN app.

Contact Support

If you’re still unable to stream while connected to CyberGhost VPN, please contact our Support Team for assistance.

• via email at: support@cyberghost.ro
• via online request at: https://support.cyberghostvpn.com/hc/en-us/requests/new
• via 24/7 Live Chat by clicking the Support button below

When contacting support, note that it's helpful to include:

• Your device, operating system, and version.
• Whether you are using a streaming app or a web browser.
• Any error messages displayed.
• The servers you tried.
• The troubleshooting steps you have already tried.

This information will help us investigate the issue more efficiently.