Solving connection problems
Step-by-step fixes when you cannot connect, the connection drops or sites do not load.
Colitu fixes most problems on its own: if a mode or server doesn't work it moves to the next, if the tunnel breaks it rebuilds it, and if the main path fails it switches to the warm spare. If a problem persists, try these steps in order.
1. Basic checks
- Make sure your internet works with the VPN off.
- Make sure the app is the latest version.
- Don't run another VPN, proxy or "internet booster" at the same time.
- Keep the device date and time on automatic. A wrong clock breaks TLS connections.
2. Try another server
Pick another country on the Locations screen. Some networks restrict certain servers; another location usually works straight away.
With Fastest server (automatic mode) Colitu does this for you: if none of a server's modes work, it shows Trying another server… and tries the next server on the list (up to 3 servers per attempt). If you picked a location yourself, Colitu never moves you elsewhere on its own; in that case pick another location by hand.
3. Switch networks
Try mobile data instead of Wi-Fi (or the other way round). Hotel, café and office networks may block VPN traffic. Colitu switches to resilient connection modes automatically on such networks, but some networks restrict all foreign connections.
4. Reset the app
- Sign out of Colitu and sign in again. The server list and connection profiles are refreshed.
- If that does not help, uninstall and reinstall the app.
What Colitu does on its own
If a server or mode doesn't workit moves to the next mode and, if needed, the next server. The failed server stays at the back of the list on that network for 30 minutes.
If the connection drops unexpectedlyon Android and iOS the app reconnects by itself (after about 2, 5 and 15 seconds) and tries again when the network returns. Windows and Linux check the tunnel every few seconds and reconnect if needed. Nothing reconnects if you pressed disconnect, signed out, or your plan or device is paused.
If the main path stops workingwhen Warm spare is on, traffic moves to the second path without the VPN turning off.
For details see How Colitu Adaptive Connect works.
Fixes by symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| Stuck on "Connecting…" | The network blocks the protocol in use | Wait a few seconds for Colitu to switch protocol; otherwise change server |
| Connected but sites don't load | DNS or a busy server | Choose another location, restart the app |
| It says "Trying another server…" | None of the selected server's modes worked on this network | Wait; Colitu tries the next server. If it continues, change the network |
| My exit IP address or location suddenly changed | In automatic mode the warm spare may have moved to another server | Pick the location by hand, or if you don't want it, turn off the Warm spare switch in Advanced mode |
| Drops often | Battery saving kills the app | Adjust the Android battery settings |
| "Device limit reached" | All device slots in use | Remove an old device in Device management |
| "Subscription not active" | Plan ended or access restricted | Managing your subscription |
| "Traffic limit reached" | The free plan's 1 GB for this month is used up | Wait for the new month or redeem a promo code |
Still not solved?
Write to us from the Support section of the app. When you open a support request, the device model, operating system, app version and recent error logs are attached automatically, which helps us solve your problem much faster. Never share your password.
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