If you are unable to resolve a technical issue please submit your logs by following the instructions below and contact our support department to request that they review them.

Windows

  1. Open the IVPN application. Click on the Settings button.
  2. Navigate to the Diagnostics tab.
  3. Check on Enable logging and click OK.
  4. Use the VPN software in such a way that the error may be logged e.g if you cannot connect then attempt to connect to the VPN.
  5. Click on the Submit logs button.

macOS

  1. Open the IVPN application by clicking on the menu bar icon and then on Show IVPN.
  2. Click on the gear button in the top right and select Preferences.
  3. Navigate to the General tab.
  4. Check Create log files and close the window.
  5. Use the VPN software in such a way that the error may be logged e.g if you cannot connect then attempt to connect to the VPN.
  6. Click on the menu bar icon and then Send Diagnostic logs. Once the logs have been generated, click on the Send logs button.

Android

  1. Launch the IVPN app.
  2. Tap on the gear icon to access the Settings menu.
  3. Click on the VPN protocol and select OpenVPN.
  4. Return one step back, scroll down and have the Enable logging option enabled.
  5. Use the VPN software in such a way that the error may be logged e.g if you cannot connect then attempt to connect to the VPN.
  6. Access the Settings menu once again and click on the Send Logs button.

iOS

  1. Launch the IVPN app.
  2. Tap on the menu icon on the top right side of the screen to access Settings.
  3. Click on the Protocol and select OpenVPN.
  4. Return one step back, scroll down and have the OpenVPN Logging option enabled.
  5. Use the VPN software in such a way that the error may be logged e.g if you cannot connect then attempt to connect to the VPN.
  6. Access the Settings menu once again and click on the Send Logs button.

Linux

  1. Use grep to filter the OpenVPN logs from the system log e.g.
    sudo grep VPN /var/log/syslog
  2. If the above steps output what appears to be the VPN logs then run the command below to create a log file in your home directory
    sudo grep VPN /var/log/syslog > ~/ivpn.log
  3. If you cannot see OpenVPN log entries in syslog, add the following line to the .ovpn file to enable file logging.
    log /var/log/openvpn