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  3. My internet disconnects when using VPN

My internet disconnects when using VPN with NordVPN extension

Problem

Your device can’t access the internet when you use the NordVPN extension.

Common symptoms

  • Your browser is not loading any websites, giving errors such as “This site can’t be reached.”
  • The NordVPN extension is not loading the Internet Service Provider (ISP) or Internet Protocol (IP) address information.
  • Applications are showing “No Network” or “You’re Offline” messages.

Troubleshooting Steps

NOTE: After each step, check your internet connection by opening your browser in incognito mode and trying to load any page.

  • If you used the “Secure my connection” button to connect to the VPN, try manually selecting and connecting to several specific countries instead.
  • Make sure that you are not using the NordVPN desktop app and the NordVPN extension at the same time.
  • Clear your browser cache.
  • If you have an antivirus, ensure NordVPN is on the exclusions list.
  • Reinstall the extension by following these steps:
     
    1. First, back up your settings:
       
      1. Click the jigsaw piece icon at the upper-right corner of your browser to access the “Extensions” tab.
      2. Click the NordVPN icon to open the NordVPN extension.
      3. Click the cogwheel icon at the bottom-left to open “Settings.”
      4. Click “General.”
      5. Click “Backup your settings” and download the file to your device.
         
    2. Remove the NordVPN extension from your browser:

      1. Click the jigsaw piece icon at the upper-right corner of your browser to access the “Extensions” tab.
      2. Click the three dots next to NordVPN.
      3. Select “Remove from browser.”
      4. Click on “Remove.”
         
    3. Restart your browser.
    4. Download and install the NordVPN extension from your browser’s extension marketplace.
    5. Import your settings:
       
      1. After logging into your NordVPN account, click the cogwheel icon at the bottom left to open Settings.
      2. Click “General.”
      3. Click “Restore your settings.”
      4. Select the file you downloaded when you backed up your settings.
         
  • Restart your device.
  • Try using the NordVPN extension on a different browser.

Additional tips

  • Restart your router.
  • Check if the issue occurs on other devices connected to the same network. If it does, try switching to a different network.
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