Critical VPN Connection Issue - Kaspersky Plus on Android S21 Ultra (Jordan) - Unable to Connect to US Servers

[tariq ayyash]

 

Dear Kaspersky Support Team,

I am writing to report a persistent and critical issue I'm experiencing with the VPN feature included in my Kaspersky Plus subscription on my Samsung Galaxy S21 Ultra (running Android).

While I appreciate the security and features offered by Kaspersky Plus, I've encountered a significant problem when attempting to connect to certain VPN servers, most notably those located in the United States. My device successfully connects to many other servers globally, and I can confirm that the internet connection functions as expected when connected, for instance, to the UAE server.

However, despite repeated attempts, I am unable to establish a working internet connection when connecting to US servers, and several other country servers. The VPN indicates a successful connection, but there is no actual internet access. This issue is particularly concerning as I reside in Jordan and it is of utmost importance for me to be able to reliably change my IP address to the United States. This functionality is a key reason I subscribed to Kaspersky Plus, and its absence severely impacts my ability to perform essential tasks that require a US IP address.

I have ensured my Kaspersky application is up to date and have performed basic troubleshooting steps, including restarting my device and clearing the app's cache. Unfortunately, the problem persists.

I kindly request your urgent assistance in resolving this matter. A reliable connection to US VPN servers is a critical requirement for me, and I trust in Kaspersky's commitment to providing a fully functional and secure service. Your prompt attention to this issue would be greatly appreciated.

Thank you for your time and consideration.

Sincerely,

Tariq Ayyash

*****@*****.tld

[Flood and Flood's wife]

2 hours ago, tariq ayyash said:

I am writing to report a persistent and critical issue I'm experiencing with the VPN feature included in my Kaspersky Plus subscription on my Samsung Galaxy S21 Ultra (running Android).

While I appreciate the security and features offered by Kaspersky Plus, I've encountered a significant problem when attempting to connect to certain VPN servers, most notably those located in the United States. My device successfully connects to many other servers globally, and I can confirm that the internet connection functions as expected when connected, for instance, to the UAE server.

However, despite repeated attempts, I am unable to establish a working internet connection when connecting to US servers, and several other country servers. The VPN indicates a successful connection, but there is no actual internet access. This issue is particularly concerning as I reside in Jordan and it is of utmost importance for me to be able to reliably change my IP address to the United States. This functionality is a key reason I subscribed to Kaspersky Plus, and its absence severely impacts my ability to perform essential tasks that require a US IP address.

I have ensured my Kaspersky application is up to date and have performed basic troubleshooting steps, including restarting my device and clearing the app's cache. Unfortunately, the problem persists.

I kindly request your urgent assistance in resolving this matter. A reliable connection to US VPN servers is a critical requirement for me, and I trust in Kaspersky's commitment to providing a fully functional and secure service. Your prompt attention to this issue would be greatly appreciated.

Thank you for your time and consideration.

Sincerely,

Tariq Ayyash

*****@*****.tld

Hello @tariq ayyash, 

Welcome!

1. Read: Known issues - Android
2. We've tested two of the available US remote virtual servers, they both work fine; IF (you've) tested *all* US  remote virtual servers, have re-installed the Kaspersky software with the latest version, IF the Samsung is up-to-date with the latest commercial OS & patches please log the issue with Kaspersky Customer Service, https://support.kaspersky.com/b2c/global#contacts -> select Email & fill-in the template as shown; Kaspersky may require logs, traces & other data, they will guide you: 

    

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋