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Internet/Network Blocked When Connected to VPN

Applies to: Intego ONE for Mac · VPN

If websites or apps stop connecting when you turn on the VPN, follow these steps in order. Continue only if the previous step doesn’t help.

❶ Confirm the VPN is the cause

  1. Disconnect the VPN.
  2. Open a website or app to test your internet connection.

If the website and app still don’t connect, the VPN isn’t causing the problem. Check your Wi-Fi or other network connection. If your internet works on other devices but not your Mac, check your Mac’s network settings or submit a request for help.

➋ Temporarily turn off Kill Switch

Kill Switch blocks your internet if the VPN disconnects unexpectedly. This stops your Mac from using the internet outside the VPN connection. If the VPN keeps disconnecting, Kill Switch may block your internet repeatedly.

  1. Open Intego ONE and select VPN.
  2. Disconnect the VPN.
  3. Find Kill Switch and turn it off.
  4. Reconnect to the VPN and test your internet connection.
Tip: If your internet works after you turn off Kill Switch, the VPN connection may be unstable. Continue with Steps 3–5 to fix the connection. Once the VPN stays connected, turn Kill Switch back on.

➌ Try another server and protocol

The VPN server or protocol you’re using may be causing the connection problem.

  1. Open Intego ONE, select VPN, and disconnect from your current server.
  2. Choose a server near your physical location, reconnect the VPN, and test your internet.
  3. Repeat this with at least three different nearby servers.

If one of the other servers works, the original server may be unavailable or busy.

  1. If none of the servers work, go to VPN > Protocol.
  2. Switch to a different protocol: Lightway (UDP) or Lightway (TCP).
  3. Reconnect the VPN and test your internet again.

➍ Check whether the firewall is blocking the VPN

  1. Open Intego ONE and select Firewall.
  2. Turn Traffic Filtering off temporarily.
  3. Connect the VPN and try opening a website.

If the website loads, the firewall is blocking the VPN. Add an Allow rule for Intego ONE:

  1. Go to Firewall > Network Rules (Traffic Control Settings).
  2. Find Intego ONE.app.
  3. If it’s listed, open its rule, select Allow, and apply the rule to all traffic directions.
  4. If it isn’t listed, go to Network Monitoring > Apps, find Intego ONE.app, select the three dots (…), and choose Create Rule. Select Allow and apply the rule to all traffic directions.
  5. Go back to the main Firewall dashboard and turn Traffic Filtering back on.
  6. Reconnect the VPN and try opening the website again.

If the website still doesn’t load while Traffic Filtering is off, the firewall isn’t causing the problem. Turn Traffic Filtering back on and continue to Step 5.

➎ Flush DNS and reset network settings

Your Mac stores recent website addresses in a DNS cache. If this saved information becomes outdated, it may stop the VPN from connecting correctly.

Flush DNS:

  1. Open Terminal: Go to Applications > Utilities > Terminal.
  2. Copy and paste this command, then press Return:

  sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder

  1. Enter your Mac administrator password when prompted.
  2. Reconnect the VPN and test your connection.

If clearing the DNS cache doesn’t help, remove and add your network connection again.

  1. Write down your current Wi-Fi password and any static IP/DNS settings first. You'll need to re-enter them.
  2. Go to System Settings > Network.
  3. Select your active network interface (Wi-Fi) > Next to the connected Wi-Fi network, select Details > Select Forget This Network, then confirm by clicking the – button to remove it.
  4. Join the same Wi-Fi network again and enter its password.
  5. Reconnect the VPN and test your internet connection.

➏ Uninstall and reinstall Intego ONE

  1. Open Intego ONE, then select Help > Uninstall. Follow the instructions to remove the app.
  2. Sign in to My Account, go to Overview, and click Download to get the latest version.
  3. Open Intego ONE, connect to the VPN, and test your internet connection.

Still not resolved?

If your internet is still blocked, Generate a debug log report and submit a request and include:

  • Whether the internet works normally with the VPN disconnected.
  • Whether the problem affects one server location or all locations.
  • Whether Kill Switch and/or the Intego Firewall are enabled.
  • The network you're on (home Wi-Fi, corporate, mobile hotspot).
  • Whether the problem starts as soon as you connect to the VPN or later.
Have more questions? Submit a request