Starting yesterday, activating Surfshark would break my internet connection on my laptop. The VPN connected but no sites would load until I deactivated it again. Mobile was unaffected.
I updated Surfshark but this has not solved the issue. I reset my Surfshark settings, which logged me out of my account. However, when I try to log in the Surfshark website will not connect.
Every other website works fine but Surfshark alone will deliver an error message: “This site can’t be reached. The connection was reset.” This prevents me logging in at all. Trying to access Surfshark’s website through a search engine delivers the same error. This was replicated on multiple browsers and on my mobile device.
Changing the connection protocol in the Surfshark app might resolve the issue. You can do this by going to Settings → VPN settings → Protocols. If the problem persists, give the rest of the protocols a try or please reach out to our support team at [email protected] for further assistance.
What OS, any firewall or AV active?
Two issues (as I understand); With VPN ‘on’ all websites are inaccessible and with the VPN off you can reach all websites except Surfshark. Is that correct?
See if the killswitch is enabled and disable it and also try other VPN protocols, IP rotate on/off, cleanweb on/off, etc. I suggest to start with a fresh install of SS. Use a free App like Revo uninstaller to uninstall and also registry entries.
Not being able to reach Surfshark (without) VPN may point to faulty/corrupted network settings, like DNS or a firewall entry that prohibits reaching SS. Change or flush DNS settings for the OS, though this depends on the OS used.
Alternatively, this may also be caused by your provider, blocking SS. See if you can reach SS from a mobile phone network. More info is welcome.
I had this problem and turns out the solution was to check my internet providers app and turn off parental controls which somehow turned themselves on. Not sure if this will work for anyone else but its worth a go!
Awesome, worked for me. Thanks!!