One site doesn't open with the VPN

This article is for when the VPN is connected and other sites work, but one particular site or service doesn't open. If no site opens, start with Solving connection problems.

#1. Check other sites

• Open two or three other sites. If none of them load, the problem is the connection, not the site: see Solving connection problems.
• Disconnect the VPN for a moment and try the site again. If it doesn't open without the VPN either, the site itself may be down or blocked on your network.

#2. Try another server

Choose another location in the app and reload the page. Some sites restrict certain countries or address ranges, and another location often works straight away.

#3. The site blocks VPN or data-centre addresses

Some sites, such as banks, payment services, ticket shops or government portals, block traffic from known VPN and data-centre addresses, or show endless CAPTCHAs. Colitu can't change this. Try another location; if the site still refuses, disconnect the VPN while you use it.

#4. Russian sites on Windows and Android

In the Windows and Android apps, Russian sites are routed directly, outside the tunnel. This is built in and has no switch. A Russian site therefore behaves exactly as it does without the VPN:

• Switching between servers outside Russia doesn't change anything for these sites.
• If such a site doesn't open, check it with the VPN off. The cause is the site or your network, not the Colitu server.

From version 2.5.3 the exception is the Moscow server: while you are connected to it, Russian sites go through the tunnel and see a Russian (Moscow) address. This helps when you are abroad and a Russian site refuses foreign addresses.

In the Linux app all traffic, including Russian sites, goes through the tunnel.

#5. Browser cache and cookies

Sites remember your previous session and location in cookies, and some keep showing an error after the location changes.

1. Open the site in a private (incognito) window.
2. If it works there, clear the cookies and cache for that site and sign in again.

#6. Secure DNS in the browser

With Secure DNS (DNS-over-HTTPS) turned on in Chrome, Edge or Firefox, the browser looks up addresses itself instead of using the system DNS. This can make some sites fail and also bypasses Colitu's ad blocking. Turn Secure DNS off or set it to automatic, then try again.

#7. HTTPS-only mode and certificate warnings

• HTTPS-only mode: if a site supports only plain HTTP, the browser shows a warning. This comes from the site, not from the VPN; continue only if you trust the site.
• Certificate warning on a site that normally works: make sure the device's date and time are set to automatic, because a wrong clock breaks secure connections. Never enter passwords on a page that shows a certificate warning.

#8. Ad blocking breaks the site

Colitu's ad blocking can block a server a site needs, for example for sign-in, payment, video players or comments.

1. In the Colitu app open Settings and turn Ad blocking off.
2. Wait for the app to reconnect and reload the page.
3. If the site now works, the cause was the block list. Keep ad blocking off while you use that site, and tell support the site's name.

More: Ad blocker.

#Quick overview

#Report it to us

If nothing helps, write to us from the Support section of the app, via live chat at colitu.com/support or to [email protected]. Include:

• the site's address;
• the location you were connected to and the approximate time;
• your device, operating system and app version;
• whether the site works with the VPN off;
• the error message or a screenshot.

Requests sent from the app automatically include the device model, operating system, app version and recent error logs.