---
title: "Connected but no internet"
description: "Potatso shows Connected on your iPhone or iPad, but no app or site loads? Check the server, subscription and DNS, and fix the cause."
---

> Documentation Index
> Fetch the complete documentation index at: https://potatso.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Connected but no internet

## What you see {#symptom}

Potatso shows **Connected**, and the VPN icon is in the iOS status bar, but no app or site loads.

If only some apps or sites fail, see [An app or site doesn't load](/docs/troubleshooting/app-or-site-fails/). If the status never reaches Connected, see [The VPN won't connect](/docs/troubleshooting/cannot-connect/).

## Run the guided check {#check}

1. In Potatso, open **Settings** and tap **Troubleshooting**.
2. Under **What's Going Wrong?**, tap **Connected, No Internet**.

Potatso checks seven steps in order: **Network Without VPN**, **Configuration**, **VPN Connection**, **Potatso Tunnel**, **Server**, **Domain Lookup** and **Web Pages**. The VPN turns off for a few seconds to test your network without it, then reconnects.

When the check finishes, it shows what it found with buttons for the fixes, and **What We Checked** lists each step. Tap a step to see its details. Tap **Run Again** to check again after a fix.

## Causes and fixes {#causes}

Potatso rules out causes in this order. The first one that matches is the one it shows.

### Your network, configuration or VPN {#setup}

The check first rules out the causes it also checks when the VPN [won't connect](/docs/troubleshooting/cannot-connect/#causes): no network without the VPN, no configuration or servers, no server chosen, missing VPN permission, a configuration error, and a broken VPN configuration.

### Potatso isn't responding {#tunnel-not-responding}

The VPN is on, but Potatso's tunnel didn't answer. Tap **Reconnect** to restart it. If that doesn't help, tap **Reset VPN Configuration**.

### The VPN is running an old configuration {#old-configuration}

The VPN isn't routing traffic the way your profile says, so it's still using an earlier configuration. Tap **Reconnect** to load the current one. If this keeps happening, tap **Send Report**.

### Your server isn't responding {#server-down}

Your network works, but the server you use didn't answer. When another of your servers works, the check offers **Switch to** that server.

When no other server answers, the check says why this one failed:

| What the check says | What it means |
| --- | --- |
| The server didn't respond | The server never answered. It may be offline, or blocked on the network you're using. |
| The server refused the connection | The port may be wrong, or the service isn't running. |
| The server rejected your credentials | The server rejected the username or password. |
| Couldn't connect securely | The secure connection failed. Its TLS settings, such as the server name, may not match. |
| Couldn't look up the server's address | The server's domain name couldn't be looked up. Your network's DNS may be refusing these lookups; switching networks often helps. |

Then try this:

- Check the server's address, port, username and password.
- Ask your provider whether the service is active and whether your IP address needs to be allowlisted.
- Switch between Wi-Fi and mobile data.
- Choose another server, or add another one if your provider offers one.

If your configuration comes from a subscription, **Update Subscriptions** gets its current settings.

### None of your servers respond {#all-servers-down}

Your network works, but no server answered. Potatso checks your subscription for the reason:

- **The subscription expired.** Renew it with your provider, then update it in Potatso.
- **The subscription's data allowance is used up.** Top it up with your provider, then update it in Potatso.
- Otherwise the servers may be down, or your subscription may have changed. Tap **Update Subscriptions**, or contact your provider.

### Domain lookups are failing {#dns}

Your server works, but looking up website addresses through the VPN fails.

- If you changed this profile's DNS settings, tap **Revert DNS Changes** to go back to the subscription's. See [DNS](/docs/guides/dns/).
- Otherwise tap **Reconnect**. If that doesn't help, send a report.

### Web pages don't load through the VPN {#traffic-blocked}

Your network, server and DNS all work, but test pages still don't load through the VPN. Tap **Reconnect**. If that doesn't help, send a report.

### Everything looks fine {#all-clear}

Your network, the VPN, your server and DNS all work. If one app or site still fails, see [An app or site doesn't load](/docs/troubleshooting/app-or-site-fails/).

## Where the problem may be {#where}

When the cause isn't settled, the check also ranks where the problem may be, under **Where the Problem May Be**. Each area is marked **Most Likely** or **Possible**, with the clues that point there and what to try:

| Area | What to try |
| --- | --- |
| **Your Network** | Switch between Wi-Fi and mobile data, or try another network. If it works there, the network you're on is blocking the connection. |
| **The Server or Provider** | Try another server, update your subscription, or ask your provider whether the service is working. |
| **The Configuration** | Update your subscription to get the current settings, or compare the server's settings with what your provider gave you. |
| **Potatso** | This may be something Potatso gets wrong. Reconnect, and if it keeps happening, send a report so we can fix it. |

For example, when every server from one subscription fails but others work, the provider is the likely cause. When the server worked on Wi-Fi before and you're now on mobile data, the network is. See [How Potatso ranks causes](/docs/troubleshooting/diagnostics-and-reports/#ranked-causes).

## Contact support {#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](/docs/troubleshooting/diagnostics-and-reports/) first.

For questions or support, email [hi@potatso.com](mailto:hi@potatso.com).

Source: https://potatso.com/docs/troubleshooting/no-internet/index.mdx