VPN client Router Surfshark "connecting" stuck

VPN client Router Surfshark "connecting" stuck

VPN client Router Surfshark "connecting" stuck
VPN client Router Surfshark "connecting" stuck
2023-07-24 23:02:00 - last edited 2023-07-25 03:32:02
Tags: #VPN
Model: Archer AX72 Pro  
Hardware Version: V1
Firmware Version: 1.1.0 Build 20230423 rel.47435(4555)

Hi guys, 

 

I recently bought the AX72 Pro because I have virgin media and i just wanted to have all the devices at home be covered by VPN.

 

I have the Virgin Media Hub 5 working as Modem and i have the TP-Link connected to it through cable.

I have a surfshark subscription, but when following the steps and trying to add the VPN client i just get stuck on "connecting" and nothing happens.

Can anyone help?

Thank you so much in advance

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#1
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8 Reply
Re:VPN client Router Surfshark "connecting" stuck
2023-07-25 03:30:32

Hello @Djratone 

 

Thank you for reaching out to us and welcome to the TP-Link community.

 

Please go through this troubleshooting article to check if you can connect to the Surfshark VPN server. Please ensure you can successfully connect to the Surfshark VPN server using a third-party VPN client software like OpenVPN Connect on the local PC/Smartphone. This can ensure the .opvn file is configured and exported correctly.

What if VPN Client is not working

 

If you cannot connect to the Surfshark VPN server when using OpenVPN Connect software, you will need to contact Surfshark first to be sure that the server is configured correctly and the .opvn file is exported successfully.

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#2
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Re:VPN client Router Surfshark "connecting" stuck
2023-07-25 07:54:54

  @Kevin_Z  hi Kevin,

 

thank you so much for your reply, so when using OpenVpn on my phone I can’t connect to Surfshark if I’m connected to my AX72pro, but if I swap to 4g/5g network it will connect immediately. 

Can you help?

 

thank you so much 

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#3
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Re:VPN client Router Surfshark "connecting" stuck
2023-07-25 11:50:51

@Djratone 

 

When connecting to the Surfshark VPN server on the phone with 4G/5G, did you use OpenVPN Connect software or software from Surfshark? We need to make sure you can connect to the server with OpenVPN Connect software, this will help confirm if the configuration on the server is acceptable from a third-party client software.

 

If you can connect to the Surfshark VPN Server when using OpenVPN Connect on the phone, please drop an email to support.forum@tp-link.com with the subject [Forum ID 616414] VPN client Router Surfshark "connecting" stuck, make sure you attach the .opvn file in the email, then we will have a specialist look into that further.

 

 

Thank you very much.

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Re:VPN client Router Surfshark "connecting" stuck
2023-07-25 12:07:45

  @Kevin_Z 

 

Yes i used the OpenVpn software to connect instead of using the surfshark software.

 

I have sent the email with the .opvn files.

 

If there is any other help you can give in the meanwhile its greatly appreciated.


Thank you

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#5
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Re:VPN client Router Surfshark "connecting" stuck
2023-07-25 12:13:26

@Djratone 

 

Email received. The support engineers will reply to you soon to help address the issue and provide a solution.

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Re:VPN client Router Surfshark "connecting" stuck
2023-07-25 16:43:39

  @Kevin_Z 

 

Done another throubleshooting just to see if it was my ISP fault but no, used my phone hotspot with the TP-link, but still getting the "connecting" stituation...

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Re:VPN client Router Surfshark "connecting" stuck
2024-01-26 00:14:36 - last edited 2024-01-26 00:18:42

  @Djratone 

 

Hi, was this ever resolved?  I've just bought a similar router and set it up today.  I've got a Surfshark VPN account and the main reason I got the Archer AX73 for the purpose of using the WireGuard protocol and I am just stuck on Connecting.  My Surfshark account is working fine on each individual device and I have followed the guides several times.  I also tried the OpenVPN protocol and that is also just stuck on Connecting.

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Re:VPN client Router Surfshark "connecting" stuck
2024-01-26 08:46:57

  @RichWillTurner 

 

Hi, we've received your email as well and please confirm the following information:

1. When you configure WireGuard VPN client to connect Surfshark VPN on the AX73 router, please make sure the Surfshark VPN has been disabled on other individual devices with the same account.
2. If the problem still exists, please let us know if you are using Surfshark App on the individual devices or WireGuard App, please use WireGuard App on your phone etc, to connect Surfshark to see if it works.
3. What is the hardware and firmware version of your Archer AX73 router?
4. Where are you located?
 

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#9
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