Use a small comparison to establish whether the problem affects the underlying network, all traffic after connection, or one destination.
Work through the checks
- Copy the exact website error before changing anything. Note the time and whether the app still shows connected.
- Disconnect the VPN and open the same page. Then try one unrelated familiar website.
- If neither page works without the VPN, check ordinary internet access and any guest-network sign-in.
- If browsing works without it, reconnect once and repeat the same two sites. Do not switch networks during that comparison.
- If your app exposes a documented connection choice, record the selected option. Ask support about alternatives rather than inventing settings not present in your version.
Read the result
| What you observe | Next step |
|---|---|
| Both sites fail even without the VPN | Investigate the underlying connection. |
| Both work without VPN and fail when connected | Report the before-and-after result to VPN support. |
| Only one destination fails | Use the single-website troubleshooting guide. |
Make the comparison useful
A clear test record is: “Two sites opened on the same Wi-Fi without VPN at 14:00. Both timed out after connection; disconnecting restored access.” It shows a repeatable association, not the precise technical cause.
Before changing more settings
Do not disable the firewall, clear every saved network or change DNS and VPN settings at the same time. Those actions can obscure the original failure and affect unrelated services.
Use the support-request template if you need to send the result. The reference guidance explains the underlying network or platform behavior; exact Zenshield controls depend on the installed app version.
