Directly contact our Support Team

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 and can't access the Internet via Wi-Fi or Ethernet cable. Make sure you have Internet access 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, disable the other VPN/Proxy solution.

• You are trying to connect from a public Wi-Fi such as work, school, airport, etc. which may have blocked the ports required by Bitdefender VPN. 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:

   • Windows: 1194 UDP

   • Mac: 500 UDP & 4500 UDP

 

f the steps above don't work, continue with these troubleshooting procedures:

1. Restart the device, then connect again to Bitdefender VPN.

 

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 VPN adapter is enabled.

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

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

• Try again to connect to Bitdefender VPN.

VPN AnchorFree 1

 

4. Reinstall Bitdefender VPN

• Uninstall Bitdefender VPN using the instructions provided here.

• Reinstall Bitdefender VPN: bring up the Bitdefender interface, then access Privacy in the left menu. In the VPN module, click Open VPN.

VPN troubleshooting 1

 

4. Change the DNS:

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

or

• Click the Windows Start menu in the lower left corner > type in ncpa.cpL and hit Enter > double-click your active adapter (network) > choose Properties

VPN troubleshooting 2

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

VPN troubleshooting 3

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

Preferred DNS server: 1.1.1.1 Alternate DNS server: 1.0.0.1

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

DNS 1111

Can't find a solution for your problem? Open an email ticket and we will answer the question or concern in the shortest time possible.

Rate this article:

Submit