I can't connect to chrome extension or support.surfshark without the VPN. is it an SSL error?

VPN
1

I am having a weird issue. I noticed that my chrome extension stop connecting to surfshark on not only my computer but all connected devices. it is an instant failure and won’t try further then 1 sec. Trying to go to support.surfshark.com results in an error “This site can’t provide a secure connection” and ERR_SSL_PROTOCOL_ERROR, on Firefox i get Secure Connection Failed and SSL_ERROR_RX_RECORD_TOO_LONG

what’s weird is that I can ping support.surfshark.com and it comes back, and i can access support.surfshark.com on my phone’s cellular network, but not when connected to wifi, so I think its a modem issue.

I can connect to the windows app and start that version of surfshark and after that everything on the computer that has access to the support.surfshark.com and is able to change. so i think it is a modem SSL issue. I have restarted the modem and for like 5 seconds after it rebooted I had no issues but it then went back to these problems.

using the windows app is a fine temporary solution but Steam and epic don’t work well with the vpn and I am NOT going to play Fortnite on a vpn, things get weird. i really just like the chrome extension

any ideas on how to fix this? I tried resetting my dns to googles 8.8.8.8 but I’m not sure why my modem is having issues all of a sudden with it.

2

Hi there, /u/necromagiks, thanks for your submission!

You used a flair that corresponds with rule 3 of the subreddit: contact support first.

If you have unresolved technical issues or questions, please go over them with Surfshark customer support first. You’ll find both e-mail and live chat there. It’s 24/7, so enjoy!

If the question or issue persists after troubleshooting with them, make sure to include what’s been said and tried. Thank you!

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

3

I’m having a very similar issue. I talked to support and they couldn’t figure it out.

Do you have Xfinity/Comcast by chance? By going to the http version of the https surfshark support page I was redirected to a safebrowse.io page. I’m wondering if this is some kind of DNS filtering issue by my ISP.

4

I was experiencing the same issue with the chrome extension, uninstalled the extension and re-installed it in chrome and now it’s connecting again.

5

I am experiencing the same issue.

I cannot even open the official site or support chat.
However, from my iPhone (AT&T) I can open both.
I feel like there is a problem with Xfinity.

6

Same exact issue with the extension. It’s like the extension looses connection and cant stay signed in and I lose all connection on the app.

Support page, Surfshark Search, and the vpn itself become unusable.
I also have Xfinity like OP and other commentors, but I use Surfshark’s DNS, so I dont think it’s that.

Basically every time I restart my browser/computer the extension just disconnects and I have to sign-out and re-sign in to get it working.

7

same issue here, i can only access surfshark if im using my cellular data

8

I do have Xfinity comcast! I was beginning to think it was a modem or isp issue.

For some reason the app om phone still works and the windows download app works. But i really like the chrome extensions

9

Hi guys, I have solved the problem and will share it with you all.

I disabeld “Advanced Security on the go” on Xfinity app, then I become able to use Chrome extension, official web site, official chat, etc. Xfinity seems blocked these access.