Login Failed We hit an authentication error

VPN
1

Since the most recent update of my NordVPN software I’ve being getting the message “Login Failed We hit an authentication error”

Thing is I haven’t even got as far as the login credentials screen before getting the message. It appears as soon as I hit the Login button. Tried reinstalling etc no joy.

2

interesting that the error appears immediately after you click the button. i don’t think the nord server can react that fast, so I’d reckon something is blocking the vpn program from even accessing the Internet - antivirus, firewall?

3

Sounds like you should contact Nord support first

4

Anyone else having this issue: updating to the latest version fixed for me

5

Sometimes I’m also seeing a message “We couldn’t validate this TLS certificate and ensure a secure connection required for NordVPN to run” It mentions Kaspersky antivirus root certificates and asking if I trust it. I always click the “trust” option but still run into the login issue.

Nord and Kaspersky have run together on this (windows 10) machine without issue until the most recent Nord software update (6.40.5.0).

6

So I just came across this error as well. Contacted NordVPN support via chat and they say it is Kaspersky’s fault, they are blocking NVPN and NVPN cannot fix it. They’ve provided generic instructions for adding firewall and app exceptions, but ultimately, it’s now on Kaspersky users to now figure out how to make it keep working with NVPN after the NVPN update.

7

Can’t believe I didn’t think of this first, thanks lol

8

yeah i think Kaspersky is the problem. go to its settings and make sure the nord program isn’t being blocked. whitelist it if necessary.

9

Contacted Nord myself but they were able to help me.

The fix is as follows:

  1. Right-click Nord VPN’s shortcut on Desktop and click on “Open file location”.
  2. Afterwards, double-click on the folder of your current NordVPN version (e.g. 6.40.5.0).
  3. Locate “Diagnostics” and launch it.
  4. Click “Reset app”.

Now the application should reload and you will be asked to log in.

10

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11

I had the same issue as you, on the same release as you, on only one of my three machines. Your repair guide worked. Excellent, thank you so very much.

12

Worked like a charm, thanks so much! Saved me an email.