Adguard Windows App Blocks Adguard VPN Connection (Chrome Extension)

[MSerif]

Please answer the following questions for yourself before submitting an issue.

• [X] I checked the knowledge base and found no answer
• [X] I checked to make sure that this issue has not already been filed

AdGuard VPN version

2.2.20

Environment

- OS: Windows 10
- Other network-level software: AdGuard for Windows, Bitdefender Total Security

Which DNS server do you use?

AdGuard DNS

Custom DNS

No response

Use Wintun

• [ ] yes, I do

Issue Details

Steps to reproduce:

1. For some time now, Adguard Chrome extension cannot establish a connection.
2. If I turn off the protection of the Adguard Windows app, it connects.
3. If I turn protection on, it disconnects.

Expected Behavior

VPN has to connect to the server.

Actual Behavior

VPN does not work.

Screenshots

Screenshot 1

Additional Information

I also installed Adguard VPN's Windows app, and this problem occurs again. I have not changed any important settings in the Adguard Windows application. This problem has been going on for 1-2 months.

[AlexandrPkhm]

Hi @MSerif

Could you please let us know which version of AdGuard for Windows app you are using on your device?

[MSerif]

Hi @MSerif

Could you please let us know which version of AdGuard for Windows app you are using on your device?

Hi,

7.18.1 (4778)

[AlexandrPkhm]

@MSerif Unfortunately, we are unable to reproduce this issue on our end. We see that you are using Bitdefender AV software. Could you please try to temporarily disable it and see if the problem occurs?

If it still does, please send us the AdGuard app logs. We need them to diagnose the issue. Here's what we need you to do in this case:

1. Collect the debug log as it's explained here.
2. Remember the exact time when the issue was reproduced. We will need it to find the corresponding records in the log file.
3. Send the archive to devteam@adguard.com and mention this issue number in the subject.

[MSerif]

@AlexandrPkhm

I'm so sorry. I gave you incomplete information.

I have been running Proton VPN on Windows startup for a while, I forgot about that. :| Issue occurs when Proton VPN is on. Turning off Proton should fix the problem.

Thank you for your interest.

Note: Adguard VPN and Proton VPN were not conflicting before.

[AlexandrPkhm]

@MSerif Just one more thing. Does the problem occur when Proton VPN starts and tries to connect?

[MSerif]

@AlexandrPkhm

I ran a few tests today and found the root of the problem.

If the “Permanent kill switch”* setting is turned on before Proton VPN is connected, after Proton VPN is connected, Adguard VPN will not connect.

If you turn off the “Permanent kill switch” setting, after Proton VPN is connected, Adguard VPN will connect.

If “Permanent kill switch” is turned on after Adguard VPN is connected, Adguard VPN will continue to work.

After that, as far as I can see, if you turn Adguard VPN off and on, it will work without any problems.

*It is a Proton Vpn setting.

Note: I have tried several different VPNs (extensions), and no problem like this has occurred.

[alexx7311]

@MSerif We couldn't reproduce the problem. We turned on 'Permanent kill switch' option, then connected to Proton VPN, and then tried to connect to any location in AdGuard VPN extension. Everything seems fine.

Please reset the settings of Proton VPN and reinstall AdGuard VPN extension. Then describe step by step how to reproduce the problem.

[MSerif]

@MSerif We couldn't reproduce the problem. We turned on 'Permanent kill switch' option, then connected to Proton VPN, and then tried to connect to any location in AdGuard VPN extension. Everything seems fine.

Please reset the settings of Proton VPN and reinstall AdGuard VPN extension. Then describe step by step how to reproduce the problem.

This problem hasn't recurred since I last wrote to you. I thought you had fixed the problem; it is not understandable. I have only changed "user agents" during this time.

Sorry for wasting your time.