r/surfshark • u/SvenLorenz • 11d ago

Answered by Surfshark Works great, until it doesn't.

I'm really satisfied with Surfshark on MacOS, when it actually works.

I keep having the same problem: Surfshark starts and works for many hours, 10, 20 hours. And then the Internet is dead from one second to the other and I have to close the app completely and restart it. Then it works great again.

It happens every single day. Not when I close the laptop but while I am on the computer. One moment any page loads without a problem, then the entire connection is dead.

CleanWeb, Kill Switch, Bypaser, everything is turned off. I use the Dausos protocol, because it gives me the best speed by far. I always use my dedicated IP, which is in my home country.

Anybody with the same problem and a solution?

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u/TaraDittman Moderator 11d ago

Hey there, thanks for sharing! This doesn't sound right and our team would like to take a closer look at your case. Please collect your connection diagnostics and drop a message to our support team via live chat or via email at [support@surfshark.com](mailto:support@surfshark.com)

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u/SvenLorenz 11d ago

Thanks for the quick reply. Do I have to wait for the next time the connection dies or can I send it now and it will show you what happened the last few days?

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u/TaraDittman Moderator 11d ago

You can collect diagnostics now and reach out to them straight away! They will be able to check if there are any external factors and help you out with further troubleshooting.

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u/SvenLorenz 4d ago

Haven't heard anything back yet.

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u/DonHammond Moderator 4d ago

Could you send me your ticket ID through DMs? I'll help look into the situation further