Common VPN connection status messages and errors

Hi there! These steps are for a problem with an older version of A2U for iOS. We have a new app now available in the app store that resolves many issues like the ones addressed in this article. We'd love for you to try the new app!

If your device is having trouble connecting or staying connected to the VPN, this article covers the most common status messages and errors. 

To see the status of your VPN connection, first, open the Accountable2You app on your iOS device. 

VPN status: "Not Setup" 


This message indicates that the VPN has either been turned off or the initial setup process was never completed. Please tap the "Setup" button and follow the on-screen instructions. We also have a step-by-step setup guide here.

VPN status: "Disconnected"


This message indicates that your device wasn't able to establish a working Internet connection that allows VPN connectivity. Make sure that you have an active data connection by ensuring the following:

  1. Ensure Airplane mode is not enabled.
  2. Ensure that your mobile data is enabled and you have not reached a data limit that would hinder further access (if using cellular data).
  3. Ensure that your Wi-Fi router has an active internet connection (if using Wi-Fi).
  4. If issues persist, visit this article for detailed troubleshooting steps.

VPN status: "Connecting..." 


This status means that the VPN is actively working to try and establish a connection to our VPN servers. With stable, reasonably quick Internet connectivity, this status message typically appears for less than 5 seconds.

If this status appears for a longer period of time, this indicates that the device or the network is causing a problem that is delaying or prohibiting the device from connecting to the VPN. 

  1. Check your signal strength (Wi-Fi or cellular, depending on what you're using at the moment). Some signals report solid strength while still creating a laggy or high-latency connection - especially in large buildings, or in metal or stone-based buildings. Signal strength and high-latency Internet connections cause nearly all of the VPN connectivity issues reported. 
  2. Try switching to another Wi-Fi network or switch to cellular data - or vice versa.
  3. Do you have a company-provided device? Check to see if you have any device management profiles installed:
    1. Go to the Settings app > General > Profiles, and see if there are any profiles listed in addition to the one from Accountable2You. If so, it's likely that those management profiles are prohibiting Accountable2You's VPN. Remove any unnecessary profiles, if possible. 
  4. If issues persist, visit this article for detailed troubleshooting steps.

VPN status: "Connected"


This status indicates that the VPN was able to successfully establish a connection to our servers and activity is being successfully recorded. 

In some rare cases, the VPN will say it's connected while your device is unable to browse or utilize the Internet. In these situations, the network in question is likely prohibiting or limiting VPN usage. We recommend reviewing our detailed troubleshooting article found here

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