Surfshark VPN Setup Fails on BE11000 and WR3602 routers
For the last couple of weeks I found I cannot use Surfshark VPN on my Deco BE11000. It crashes no matter which VPN location I use. It pops up a message that says "Setup Failed try another server" No matter with server location I choose they same thing happens. Switched to NordVPN and everything works fine. I'm not sure what has changed as I had been using Surfshark for about a year without any problem.
I also just purchased the new WR3602 travel router and the exact same thing is happening with Surfshark there too. NordVPN works fine.
I contacted Surfshark and they told me it's not their problem and to contact TP-Link which is what I'm doing now,
Thanks
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No that is not helpful at all. I am setting up a VPN client. The FAQ you referred me to is setting up a VPN server.
Thanks
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Ok going to tag a member of the TP-LInk staff to see if they can help, Since it's the weekend you may not hear from anyone for 24 to 48 hours.
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We would need more information and likely a screen capture of how you have it set up. Because this may involve sensitive network information, I would recommend working with our support center at support.usa@tp-link.com
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Already done about two weeks ago. They have everything they need and acknowledged the problem. No solution in sight.
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Can you share that Ticket (TKID) number with me? I would like to ensure proper follow up is done.
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Thank you. I apologize, but it appears the case was never moved out of Pending Reply once they sent the last message. As a result, the case auto-closed for not receiving a response that you would not have known to provide, because you were waiting on us. I have contacted the team to reopen and follow up. If you do not hear anything by Monday, let me know.
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Here is the last communication I received from Tp-Link Support on August 18th:
"Hi,
Thank you for this valuable feedback.
This information strongly suggests that the issue is with our router's specific handling of the Surfshark service, not with the VPN functionality in general.
We will arrange for an investigation of this issue internally. Thank you again for your patience and help in narrowing this down."
I did not reply because it appeared they had determined the cause and were starting an investigation.
I'll let you know if I don't hear back from them.
Thank you for your assistance.
Ken
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Yup, that is what I saw as well, and I have had the case reopened and they will be in touch as soon as they have an update or solution.
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