What you see
You turn on the connection on the home screen, and Potatso:
- stays on Connecting…,
- goes back to Not Connected, or
- shows a Failed to Switch VPN alert with an error.
If the status shows Connected but nothing loads, see Connected but no internet instead.
Run the guided check
- In Potatso, open Settings and tap Troubleshooting. From the Failed to Switch VPN alert, you can tap Troubleshoot instead.
- Under What's Going Wrong?, tap Can't Connect.
Potatso checks four steps in order: Network Connection, Configuration, VPN Connection and Potatso Tunnel. It stops at the first one that fails, and shows what it found with buttons for the fixes. Tap Run Again to check again after a fix.
Causes and fixes
Potatso rules out causes in this order. The first one that matches is the one it shows.
Your device is offline
Web pages don't load even without the VPN, so the problem is your Wi-Fi or mobile data, not Potatso. Check your connection, then try again. Open Settings takes you to iOS Settings.
No configuration, or no servers
Potatso needs a configuration with at least one server. Tap Import Subscription or Add Server. See Getting started and Import subscriptions.
No server is chosen
Rule mode sends traffic through the server you choose on the home screen, but none is chosen. Choose one on the home screen, or tap the Switch to button the check offers.
VPN permission wasn't granted
iOS needs your permission to add Potatso's VPN configuration. Connect again and tap Allow when iOS asks.
Your configuration has an error
Potatso can't use your configuration, and the check shows the reason. If the configuration comes from a subscription, tap Update Subscriptions to get its current settings. Otherwise compare the server's settings with what your provider gave you. The Protocols pages list the settings Potatso supports.
The VPN configuration is broken
Potatso's entry in iOS VPN settings is missing or damaged. Tap Reset VPN Configuration. iOS asks for permission again on the next connection.
The VPN didn't connect, or stopped while connecting
The connection didn't finish in time, or iOS stopped the VPN while it was connecting. When iOS gives a reason, the check shows it. Tap Reset VPN Configuration, then Reconnect.
The VPN connects now
The VPN connected without problems during the check, so the earlier failure was probably temporary. If pages still don't load, tap Check Internet Access to run the no internet check.
Where the problem may be
When the cause isn't settled, the check also ranks where the problem may be: Your Network, The Server or Provider, The Configuration or Potatso. Each area is marked Most Likely or Possible, with the clues that point there. For example, a stop before the VPN finished connecting points at Potatso, and a configuration Potatso couldn't use points at the configuration. See How Potatso ranks causes.
If the VPN hangs
When the VPN seems stuck while connecting or disconnecting, Potatso may ask Need Reset VPN?. Tap Reset VPN, then connect again. You can also reset it any time from Settings > Troubleshooting > Reset VPN Configuration. Your profiles are kept.
Contact support
After the check, Potatso asks Did This Fix It?. If it didn't, tap No, Send Report. Potatso opens an email to support with the check's results and a diagnostic report attached. For a full report, run diagnostics first.
For questions or support, email hi@potatso.com.