If you're experiencing issues with the NordVPN app on Windows, providing our support team with your connection logs is a crucial troubleshooting step. These files act like a diagnostic report, recording the technical steps the app takes when it tries to connect (without logging your browsing activity). This information allows our support agents to precisely identify errors and guide you to a resolution much faster.
NOTE: These logs do not show any traffic requests to the internet; they only show errors and initiated connection attempts to VPN servers to detect at which step the connection issue occurs, or any errors related to the NordVPN application, such as crashes.
- Click on the question mark icon to reach the help section:
- Click the run diagnostics button to launch the NordVPN diagnostics application:
Collecting Diagnostics
- In the NordVPN Diagnostics window, select collect diagnostics and wait for the process to complete.
- A message will notify you of the data the diagnostics will collect. You can safely click continue. The user’s safety, anonymity, and security are our top priorities, and we guarantee this information will be used only to help you. With that said, system dumps are helpful when experiencing random crashes related to NordVPN, and the list of applications is helpful when you think an interfering application could be causing an issue.
- Once the process is complete, you will receive a reference number, which you must specify to our support specialist in the live chat or via email.
If the Diagnostics window says "Failed to send diagnostics," you must manually provide the generated diagnostics report.
File Explorer will automatically open the directory where the report has been saved. By default, diagnostic reports are saved at C:\Program Files\NordVPN\Diagnostics.
You can forward the diagnostics report via email or attach it to the live chat by clicking the plus button at the bottom left corner of the chat window, and then File in the upload pop-up menu.
