Troubleshooting VPN connection errors

There are a few common causes for connection errors, such as error 1009, encountered by Bitdefender VPN:

• You are not connected to the Internet via Wi-Fi or Ethernet cable and can’t access the Internet. Please make sure you have access to the internet before using Bitdefender VPN.

• A strictly configured firewall is preventing VPN connectivity (e.g. 3rd party firewall software, router’s built-in firewall). If you are not sure if your router comes with dedicated firewall or how to turn it off please refer to its manual, contact the manufacturer or your ISP.

• Another VPN/Proxy is running when you try to connect. In this case, please disable the other VPN/Proxy solution.

• You are trying to connect from work, school or public Wi-Fi. You need to contact the network administrator to try and change their firewall settings.

IMPORTANT: Depending on the device you’re currently using, the following ports have to be open:

• For Windows: 1194 UDP

• For Mac: 500 UDP and 4500 UDP

If the steps above don’t work, try these troubleshooting procedures:

1. Restart the device.

2. Connect to a different network (e.g. if you were connected to Wi-Fi, try connecting to your Ethernet cable or another Wi-Fi).

3. Make sure the Bitdefender VPN adapter is enabled

• Go to Windows Start menu and type ncpa.cpl then hit Enter.

• This will open Network Connections. In this window, locate the adapter AnchorFree TAP-Windows Adapter V9, right-click on it and choose Enable (if it’s Disabled).

• Now try again to connect to Bitdefender VPN

4. Reinstall Bitdefender VPN:

• Uninstall Bitdefender VPN using the instructions provided here.

• Bring up the Bitdefender interface, then access Privacy in the left menu.

• In the VPN module, click on Open VPN.

4. Change the DNS:

• Go to the Proprieties window corresponding to your adapter by choosing one of the following methods:

• Open Control Panel > Network and Internet > Network and Sharing Center > Change adapter settings > double-click your active adapter (network) > Properties

or

• Click on the Windows button in the lower left corner > type ncpa.cpl > double-click your active adapter (network) > Properties

• Click on Internet Protocol Version 4 (TCP /IPv4) in the connection items list, then press Properties

• Select Use the following DNS server addresses and enter the following addresses:

Preferred DNS server: 8.8.8.8

Alternate DNS server: 8.8.4.4

• Click OK to confirm the change, then restart your PC.

If none of the solutions presented above work, you can contact our support department by filling out this form.