Deep End VPN

Support playbook

Quick fixes

Most tickets are one of these three. Try the steps in order before reinstalling.

Kill switch is on — no internet

What you see: Websites won’t load. The app may say “EXPOSED” or show kill switch active while disconnected.

Why: Kill switch blocks all non-VPN traffic until the tunnel is up. If VPN fails or you disconnect, the PC stays locked down.

  1. Open Deep End VPN → Settings.
  2. Turn KILL SWITCH off, or tap Turn off kill switch on the red banner (also shown as lockdown on Home).
  3. Refresh your browser. Internet should return immediately.
  4. Pick a server and connect again. Re-enable kill switch only after you’re connected.

Still blocked? Fully quit the app (tray → Quit), reopen, and disable kill switch again.

Stuck on update / app won’t reopen

What you see: “Updating…” forever, app closes and doesn’t come back, or a JavaScript error on launch.

  1. Check the system tray — quit Deep End VPN completely (right-click tray icon → Quit).
  2. Download the latest installer from the customer portal or direct link (v2.9.53).
  3. Run the installer (approve UAC). You do not need to uninstall first.
  4. Open the app → Settings → Check for updates to confirm you’re on v2.9.53 or newer.

After a broken update (e.g. app crashes on start), manual install is the only fix — in-app update cannot run from a crashed build.

Can’t pick a server / all locations greyed out

What you see: Every location shows Offline or the list won’t let you select one.

  1. Turn kill switch off (see above) — it can block the app from reaching the server list.
  2. On the home screen, open the location menu and tap Refresh (circular arrow).
  3. Servers marked Degraded (yellow) are still usable — pick one and connect.
  4. Check your normal internet works (no Deep End). If it does, wait 2 minutes and refresh again.

If every server stays offline for 10+ minutes, the fleet may be down — contact support with your username and app version.

Other tips

  • Laptop sleep: With Auto reconnect on, the app retries several times after Windows wakes. If it still fails, tap Connect once.
  • First connect: Allow the Windows admin (UAC) prompt for OpenVPN — once per install.
  • Diagnostics: Logs tab → DIAG copies a support report (likely issues, OpenVPN paths/service/drivers, tunnel state, and logs).
  • Repair VPN engine: Settings → Repair VPN Engine if drivers look broken.
  • Logs: Disconnecting (or cancelling a connect) clears the in-app VPN log panel for a clean next session.

Installer: Windows v2.9.53 · Customer portal