PremierVPN X — Troubleshooting
Common issues and solutions for the PremierVPN X (VLESS + REALITY) app on macOS and Windows.
Cannot Connect — "XRay exited immediately"
The VPN engine binary is not compatible with your CPU architecture. Download the correct installer:
- Windows x64 — For most PCs with Intel or AMD processors
- Windows ARM64 — For Surface Pro X and Snapdragon-based devices
- macOS — Universal binary, works on both Apple Silicon and Intel Macs
Server List is Empty or Shows Unknown Servers
Go to the Servers page and click the refresh button. If it still fails:
- Check your subscription is active on the Account page
- Sign out and sign back in
- Check your internet connection
Connection Stays on "Connecting…" Indefinitely
Open the Diagnostics page in the app. Check each test:
- XRay Binary fails → Reinstall the app
- Internet Connectivity fails → Check your network connection
- DNS Resolution fails → Try a different network or DNS server
- Proxy Port fails → Another app may be using port 10809
Some corporate networks block outbound port 443 to non-whitelisted IPs. Try a mobile hotspot to confirm.
Some Apps Are Not Going Through the VPN
PremierVPN X uses Windows system proxy routing (on Windows) or a similar mechanism on macOS. Some apps bypass the system proxy:
- Games
- Certain desktop clients (Spotify, Discord voice)
- System services
For full system-wide routing, use the standard PremierVPN WireGuard app which uses a kernel-level driver.
"Windows protected your PC" Warning on Install
Click "More info" then "Run anyway". This appears because the installer is not yet EV code-signed. The app is safe.
App Does Not Appear in System Tray After Closing
If "Minimise to tray on close" is enabled, the app runs in the background. Look for the shield icon in the system tray (you may need to expand the hidden icons area). Right-click and select Quit to fully close.
Account Page Shows No Subscription Data
Click the refresh button on the Account page. If data still doesn't appear, sign out and sign back in. If the issue persists, contact support.
Difference Between PremierVPN and PremierVPN X
| Feature | PremierVPN (WireGuard) | PremierVPN X (VLESS) |
|---|---|---|
| Best for | Everyday use, speed | Restrictive networks, censorship |
| Routing | System-wide (kernel driver) | System proxy (browsers, most apps) |
| Login | VPN username + password | Portal email + password |
| Traffic visibility | Detectable as VPN | Invisible — looks like HTTPS |
| Speed | Fastest | Near-native (XTLS zero-copy) |
Both apps are included with every PremierVPN subscription at no extra cost.
Need More Help?
Use the Export button on the Diagnostics page to save application logs, then open a support ticket and attach the log file.