VPN Issues & Solutions

SURF SHARK VPN ISSUES

Error Message 1: Diagnostics Code (Too many attempts error!)

Solutions:

Step1: Open the Surfshark application on the device you are not logged in to and select the Existing user? Log in button.

Step2: Then select Log in with Code.

Step3: A special 6-digit code will be presented to you. Keep in mind that you must leave this window open until the login is complete.

Step4: Open the Settings tab on the device in which you are already logged in.

Step5: Under the My Account tab, select Enter login code.

Step6: Enter the code displayed on the device you are trying to log into.

Step7: Once the login is complete, you will receive confirmation about the successful login.

Step8: Congratulations! Now you know how to log in with code successfully and easily. We hope this will save you some time and ease the process.

Note: Please follow this link for further instructions.

------------------------------------------------------------------------------------------------------------------------------

Error Message 2: We’re Sorry, this didn’t work, Restart background service.

Solutions:

I'd recommend reinstalling Surfshark on your Windows device by following the steps below:

Step1: Uninstall clearly with the setup file of Surfshark through REVO Uninstaller. Download and run the Revo uninstaller tool.

Step2: A list of programs should appear. Try to find Surfshark and Surfshark TAP Driver Windows instances and remove them.

Step3: When finished, download, and install the Surfshark Windows app from the following link.

Step4: You can normally log in with credentials. It will work.

------------------------------------------------------------------------------------------------------------------------------

Error Message 3 & 4: New Version Update Issue & Windows Defender is detecting your VPN as a malicious app and it automatically gets uninstalled. 

Solutions:

Step1: To fix the issue, please try to reinstall our application by following this guide: Link:

Step2: You can download our new application version here: Link:

Step3: Also, if you run into any issues while trying to reinstall the app and follow the steps for bypassing the windows defender security system, please try following this guide: Link:

• Press the Windows Key on your keyboard and click on Settings.
• Select Update & Security, then Windows Security, and lastly - Virus & threat protection.
• Now, under Virus & threat protection updates, click Check for updates.
• You may be asked to click Check for updates once more. If so, please click it.

If this solution does not help, there is one more thing you can try. That would be to add the Surfshark application into the exception list of Windows Defender.

1. On the Virus & threat protection page, click on Manage Settings instead of Check for updates.
2. At the bottom of the page, click on Add or remove exclusions.
3. Finally, click on Add exclusion, and select the Surfshark folder. The default directory for your Surfshark folder is:
                   C:\Program Files (x86) \Surfshark

Step4: Esset Antivirus, Symantec Antivirus, Avira Antivirus. In that case, I'd highly recommend making exceptions in them for Surfshark, as they will disrupt the VPN connection. Follow the Step3 Link to bypass the security system.

Step5: For ESET Antivirus, follow the steps below for bypassing and exclusions in the security system.

1. Open ESET.                  2. Press F5.                        3. Navigate to Computer.
4. Select Antivirus and antispyware.                   5. Choose Exclusions and then click Add.
In the Add exclusion window, use the directory tree to browse for surfshark.exe (default location: C:\Program Files (x86) \Surfshark)
6. The directory path will automatically display in the Exclusion field.

7. Click OK to save the exclusion.                          8. Click OK again to save all changes.

------------------------------------------------------------------------------------------------------------------------------

For Windows 11

Step1: Right-click the Start button and click on Settings.

Step2: Click on System and then click Troubleshoot.

Step3: Click on Other troubleshooters.

Step4: Lastly, click on Run next to Windows Update

If this solution does not help, there is one more thing you can try. That would be to add the Surfshark application into the exception list of Windows Defender.

Step1: Press the Start button and go to Settings.

Step2: Under Privacy & Security, select Virus & threat protection.

Step3: Under Virus & threat protection settings, select Manage settings.

Step4: Under the Exclusions tab, select Add or remove exclusions.

Step5: Select Add an exclusion, and then select the Surfshark folder. The default directory for the Surfshark folder is: C:\Program Files (x86) \Surfshark

Step6: Alternatively, you can add the SurfsharkSetup.exe file as an exclusion if your Surfshark folder files are corrupted, and you need to reinstall the whole application.

Congratulations! Now you know how to bypass the Windows Defender false alarm on your device!

Thanks & Regards

Spokesly INC.