VPN connection troubleshooting

Most connection issues resolve in under 2 minutes. Follow this decision tree top-to-bottom — each step rules out one cause.

Before you start

Have your client app open and your NexTunnel dashboard accessible. If you cannot reach the dashboard from your current network, ask a friend or use mobile data to confirm your subscription is active before working through these steps.

Are you connected to the VPN client?

Open your VPN app (V2Box, v2rayN, sing-box, Hiddify Next). The connection toggle should be on, and a key/VPN icon should appear in your status bar or taskbar.

If no — go to step 2. If yes — go to step 3.

Client says disconnected or shows an error

Re-import your subscription URL or scan the QR code from the dashboard, then restart the client. Make sure your subscription URL is the latest one (some clients cache an old one). If you re-imported and it still won't connect, your subscription may have expired or your devices list may be out of sync.

Visit /dashboard/devices to verify your device is active and copy a fresh subscription URL.

Can you reach any website with the VPN on?

Try https://example.com or https://1.1.1.1. If it loads, your tunnel is working. If nothing loads at all, your client is connected but traffic is not flowing — usually a protocol problem on your network.

If yes but slow — go to step 5. If no — go to step 4.

Tunnel is up but no traffic flows

Your network may be blocking the protocol you're using. Switch to a different protocol in your subscription. The recommended fallback chain is: try Hysteria2 first (UDP, fastest), then Reality (the default), then ShadowTLS or Trojan as a last resort.

In the client, select a different inbound (Hysteria2 / Reality / ShadowTLS) and reconnect.

Connection works but is slow

Server load or distance is the most common cause. Open /dashboard/devices and use the country filter to pick a closer server. Russia and Iran users typically get the best results from Helsinki or Nuremberg; Iran users may also try Dubai. Avoid USA and Mexico for low-latency browsing if you are in Asia or Europe.

Pick a closer-region subscription and reconnect.

Still failing after all steps

Open a support ticket. Tickets are tied to your account, which lets us check server health, your device list, and recent connection attempts in one click.

Include the information listed below to help us solve your issue in the first reply.

Protocol fallback chain

If one protocol fails on your network, the next one usually works. They use different ports and obfuscation, so a block on one rarely affects the others.

1.Hysteria2 (UDP/8443) — fastest, best for streaming and gaming. Falls back when TLS is blocked.
2.VLESS + Reality (TCP/443) — primary protocol, looks like real HTTPS to DPI.
3.ShadowTLS or Trojan-GFW — last-resort options for the most aggressive networks (China, parts of Iran).

Information to include in your ticket

Including these four items lets us solve most issues in a single round-trip — usually within 4 hours during business hours.

Client name and version (V2Box 1.x, v2rayN 7.x, sing-box, Hiddify Next).
Protocol you tried (Reality, Hysteria2, ShadowTLS, etc.).
Your country and ISP (helps us identify regional blocking).
Exact error message or screenshot from the client log.

Still stuck? We are here

Our support team replies within 4 hours during business hours and within 12 hours on nights and weekends. Critical issues are prioritized.

Open a support ticket View install guide