Login failed. We hit an error at our end,

VPN
1

“login failed. We hit an error at our end, or there’s a problem with your internet connection. Please check it and try again. If the issue persists, contact our customer support.”
~full error message

This is only happening in the direct download version of the mac app. The store version logs in just fine, but I need the extra functionality the store version lacks. Have found several other people having had this issue in the past but either they resolved it and didn’t say how or they never resolved it and just went on it use the app store version.

2

Have you tried resetting app preferences? If you haven’t, here is a guide on how to do so: https://support.nordvpn.com/hc/en-us/articles/19921734845713-Resetting-your-application-preferences-on-macOS

3

Okay, some things:

  1. I now cannot log in to Reddit on my MacBook. A few other services are also not working. Unfortunately one of the services I cannot access is the app store. My browser will load pages that don’t depend on authentication, but it seems those that do are inaccessible.

  2. It seems to me that the Killswitch on the app store version may still be partly functioning. I say this because with the new update on the Windows app it now prompts you to temporarily disable the killswitch so it can login.

Also, the direct download version doesn’t have a setting for the killswitch at all, so that leads me to believe that it is either not implemented or not available to the app from Apple’s API. It has the “app killswitch” (which closes flagged apps when the VPN disconnects) but not the system-wide killswitch.

This would further corroborate the theory that the app killswitch is kind of stuck, because I removed the store version before this started happening (“post hoc ergo propter hoc” aside).

  1. If I’m correctly speculating (see: #1 and #2), then I don’t know what to do about it. I’ve tried the steps in the suggested help article but the script to reset the store version says it’s not present. The direct download version ran successfully, but didn’t actually fix the problem.

This is a new (to me) machine so I don’t have backups or anything to fall back on. :face_with_diagonal_mouth: I’ll dig around in the library folder some more, but I assume that they coded the killswitch to be resistant to tampering and that’s why it is still blocking some stuff.

I’m not terrible well versed in macOS networking, so if anyone has any suggestions feel free to share them. I’ll fix this or reinstall the OS. Will report back.

4

Thank you for this! I was having this same issue and it fixed it! Let’s see my job block Youtube now.