When a user has trouble connecting to our VPN, any of several things
can be wrong. Before you start panicking and desperately checking all
possible causes and settings, have a look at our preliminary checklist
first.
If you’re still having problems, don’t worry, just visit our support page where you can message our friendly support team: https://vpn.hidemyass.com/vpncontrol/support/
1. Connect to multiple servers from different areas
This makes sense when e.g. bad routing or geo-specific
problems of your ISP are causing connection problems. Cannot connect to a
certain country? Try a different one.
This will also show if your connection problems are restricted to a
certain VPN server/area or based by issues on your system, preventing
you from connecting at all.
2. Try all available VPN protocols
HMA! Pro VPN can be used through all common VPN protocols:
OpenVPN-TCP, OpenVPN-UDP, PPTP and L2TP. And that’s exactly what you
should try when experiencing any kind of connection issues. See our Wiki
for a list of instructions for how to connect using all protocols on
various operating systems and devices: http://wiki.hidemyass.com/Connection_Instructions
3. Check for possible causes with 3rd party security applications
We have found that the majority of all connection problems
is caused by firewall, antivirus and other 3rd party security
applications running in the background. The easiest way to determine if a
certain application might be responsible for your connection issues is
to simply deactivate/close it temporarily and testing if the problem
remains. Once the cause is found, it’s simply a matter of reconfiguring
the 3rd party application in question so that it plays nicely with the
Hide My Ass! VPN client.
