VPN app will not open? Gather this before reinstalling

Reinstalling can help, but it also removes clues.

Before reinstalling

• Device model
• Operating system version
• App version
• Any crash message
• Whether it opens after reboot
• Whether security software recently changed
• Whether the issue started after an OS update

Quick steps

1. Reboot once.
2. Check for app updates.
3. Check OS updates.
4. Temporarily disable conflicting VPN or firewall apps.
5. Send the crash text or screenshot to support.

If the app opens on another device, the account is probably fine and the issue is local to that device.

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