The steps below can help with Windows and macOS connection issues.
Ensure that the TunnelBear browser extension is off
Make sure that you are not running the TunnelBear browser extension at the same time as the TunnelBear application, they can potentially interfere with one another.
Turn on TCP Override
If your connection seems slow or unstable, TCP Override may result in better performance. This feature is located in your TunnelBear preferences, under the general tab. If you already have TCP Override on, try turning it off to see what impact it has on your connection.
Try turning on GhostBear
If you are connecting from a country with strict censorship or from a restricted network (work, school, public WiFi), we recommend to give GhostBear a try. You can locate this feature in your TunnelBear preferences, under the security tab. GhostBear makes it harder for the VPN connection to be detected and blocked. Please be aware, GhostBear should only be enabled in cases of censorship; otherwise we advise to keep this feature off.
Make sure the proper ports are opened
If you have access to your network/router settings, we always recommend to make sure that the ports TunnelBear uses to operate aren't blocked.
Windows and macOS have two tunnelling protocols available for the latest versions of the app. OpenVPN (also used by Android) and IKEv2 (also used by iOS). These two protocols will need different ports opened in order to work:
1. OpenVPN needs port 443 (both TCP and UDP) to be unblocked. If a connection via port 443 is not successful, the application will try to connect using port 7011 (UDP only). If you're using the GhostBear feature, Windows uses port 3389, all other platforms use port 6418 (both TCP and UDP).
2. IKEv2 needs UDP ports 500 and 4500 to be unblocked. Additionally, some routers have an "IPSec/IKEv2 Pass-Through" setting which opens the ports required for the VPN connection to operate.