What should I do if VPN Client doesn't work on my MERCUSYS router?

If you are unable to connect to a VPN server when trying to configure the VPN client on the MERCUSYS router, this article provides some suggestions that may help you out.

Note: If VPN server on MERCUSYS router is not working, please follow this FAQ for troubleshooting: What should I do if VPN Server doesn't work on my MERCUSYS router?

Step 1

Ensure you can successfully connect to the VPN server using a third-party VPN client software like OpenVPN Connect for OpenVPN or WireGuard App for WireGuard VPN on the local PC/Smartphone. This can ensure that the .opvn or .conf file is configured and exported correctly.

For example, If you are trying to connect to NordVPN, please don't use NordVPN App since it doesn't require the .opvn at all.

Note:

1. For OpenVPN, please ensure you get correct configuration file and your VPN service credentials, which is the key to accessing the VPN service.

2. NordVPN service credentials are different from your NordVPN account credentials, namely your email address and your password. You'll need NordVPN service credentials to connect to the VPN using the manual OpenVPN configuration method in the router.

Step 2

If step 1 is confirmed good, but it still fails to connect to the VPN server when uploading the .opvn file into the MERCUSYS router, ensure the router's firmware is up-to-date. You can check for the updates on the MERCUSYS App or on the router’s web GUI, or you can download it from the local official website and then install it manually.

Step 3

If it still fails, please check the size of the VPN configuration profile you are trying to upload to the router, and how large that file is. You may use the Notepad+ application to delete the useless comment in the profile if it is too large, then try uploading it into the router again.

Step 4

Try TCP protocol on the VPN server if it's currently using UDP, then save the file and upload it into the MERCUSYS router again to check if that works.

If the VPN connection still fails, please contact MERCUSYS Technical Support with the following information for further troubleshooting:

1. Model number, hardware, and firmware version of your MERCUSYS router.

2. What kind of VPN server are you connecting to?

3. What kind of VPN type are you choosing on the MERCUSYS router, OpenVPN, or PPTP VPN?

4. What kind of VPN Client software are you using on the local PC or phone when it is connected fine? Please ensure you can connect to the server with third-party software, such as OpenVPN Connect for OpenVPN and WireGuard App for WireGuard VPN.

5. Which step did you stuck in, any error message or screenshot?

6. Troubleshooting you've done before, and ensure the .opvn file for OpenVPN or .conf file for WireGuard is attached.