Before troubleshooting:
To isolate the cause, temporarily disable any 3rd party app that may interfere with your connection. For example, a firewall with strict settings, another VPN application, or an antivirus.
Confirm That Browsing Works without UltraVPN
Before we start troubleshooting UltraVPN, first turn off our application and then verify that the sites you tried to visit can be accessed by your browser.
If browsing does not work, try rebooting your computer. If that does not work, contact your Internet provider or the person who is responsible for your computer.
Change the protocol
If browsing works without UltraVPN enabled, something that can often fix connection issues is to change the VPN protocol. That can be done directly from Settings in the UltraVPN app.
First, click on the Gear icon to open the Settings menu.
Next, scroll down to VPN Protocol and select one of the other protocols.
While we always recommend using Auto or Hydra when possible, it is worth trying IKEv2 and WireGuard when encountering connection issues to see if you are able to connect using different protocols.
Test Another VPN Location
Turn UltraVPN ON.
Pick another VPN virtual location and select connect. Then check if Internet can be accessed by your browser.
If this VPN location works, go back to the original VPN location and test again. If you are still having problems, we need to get some additional information from you in order to fix the problem. Fill out the following form describing the issue and include any information you think can help, including your ISP, your country, and the device you are having issues with.