# \[Solved\] Problem Report: Unable to Connect to app.pritunl.com

**URL:** <https://forum.pritunl.com/t/solved-problem-report-unable-to-connect-to-app-pritunl-com/3566>\
**Category:** Pritunl VPN\
**Tags:** pritunl\
**Created:** [October 5, 2025, 1:27pm UTC](https://forum.pritunl.com/t/solved-problem-report-unable-to-connect-to-app-pritunl-com/3566 "2025-10-05T13:27:52Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![NN-Devops](https://forum.pritunl.com/letter_avatar_proxy/v4/letter/n/eada6e/32.png) [@NN-Devops](https://forum.pritunl.com/u/NN-Devops)\
**Post date:** [October 5, 2025, 1:27pm UTC](https://forum.pritunl.com/t/solved-problem-report-unable-to-connect-to-app-pritunl-com/3566/1 "2025-10-05T13:27:52Z")

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**Issue Summary:**  
Our Pritunl VPN server is currently unable to connect to `app.pritunl.com`, resulting in the loss of all active subscriptions and the inability to use SSO login.

* * *

**Error Log:**

```auto
Traceback (most recent call last):
  File "/usr/lib/pritunl/usr/lib/python3.9/site-packages/requests/adapters.py", line 667, in send
    resp = conn.urlopen(
  File "/usr/lib/pritunl/usr/lib/python3.9/site-packages/urllib3/connectionpool.py", line 801, in urlopen
    retries = retries.increment(
  File "/usr/lib/pritunl/usr/lib/python3.9/site-packages/urllib3/util/retry.py", line 594, in increment
    raise MaxRetryError(_pool, url, error or ResponseError(cause))
urllib3.exceptions.MaxRetryError: HTTPSConnectionPool(host='app.pritunl.com', port=443): Max retries exceeded with url: /subscription (Caused by ConnectTimeoutError(<urllib3.connection.HTTPSConnection object at 0x744b49f3a760>, 'Connection to app.pritunl.com timed out. (connect timeout=20)'))

During handling of the above exception, another exception occurred:

```

* * *

**Details and Troubleshooting Performed:**

- The issue appears to be a connection timeout when attempting to reach `app.pritunl.com` from our AWS environment (`ap-southeast-1` region).

- This may be related to a known routing or IP connectivity issue mentioned in this community post:  
[https://forum.pritunl.com/t/pritunl-zero-crash-auth-google-request-failed/3424](https://forum.pritunl.com/t/pritunl-zero-crash-auth-google-request-failed/3424)

- Following the suggestion in that post, we temporarily updated `/etc/hosts` as below:

- However, after removing these host records, the server again failed to connect to `app.pritunl.com`.

* * *

**Impact:**

- Pritunl server cannot verify subscription.

- SSO login is unavailable.

- VPN users are unable to authenticate via the configured SSO method.

* * *

**Request for Assistance:**  
Please help verify if there is an ongoing routing or connectivity issue affecting access to `app.pritunl.com` from the AWS **ap-southeast-1** region, or if any IP changes have recently occurred.  
We would appreciate any updated IP information or recommended configuration adjustments.

---

<div class="post-metadata">

**Author:** ![zach](https://forum.pritunl.com/user_avatar/forum.pritunl.com/zach/32/1105_2.png) [@zach](https://forum.pritunl.com/u/zach)\
**Post date:** [October 5, 2025, 8:38pm UTC](https://forum.pritunl.com/t/solved-problem-report-unable-to-connect-to-app-pritunl-com/3566/2 "2025-10-05T20:38:47Z")

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I took that secondary load balancer offline last night. Either remove the custom DNS records or manually add the primary load balancer `129.213.65.110`.

---

<div class="post-metadata">

**Author:** ![NN-Devops](https://forum.pritunl.com/letter_avatar_proxy/v4/letter/n/eada6e/32.png) [@NN-Devops](https://forum.pritunl.com/u/NN-Devops)\
**Post date:** [October 6, 2025, 1:26am UTC](https://forum.pritunl.com/t/solved-problem-report-unable-to-connect-to-app-pritunl-com/3566/3 "2025-10-06T01:26:47Z")

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I have removed the custom DNS records, but the server still cannot connect to **[app.pritunl.com](http://app.pritunl.com)**. This issue might be related to the outage described here: [https://forum.pritunl.com/t/south-asia-outage/3423](https://forum.pritunl.com/t/south-asia-outage/3423), since our VPN server is hosted in the **AWS ap-southeast-1** region.

---

<div class="post-metadata">

**Author:** ![NN-Devops](https://forum.pritunl.com/letter_avatar_proxy/v4/letter/n/eada6e/32.png) [@NN-Devops](https://forum.pritunl.com/u/NN-Devops)\
**Post date:** [October 6, 2025, 2:53am UTC](https://forum.pritunl.com/t/solved-problem-report-unable-to-connect-to-app-pritunl-com/3566/4 "2025-10-06T02:53:25Z")

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After updating the route table, the issue was resolved. The problem was caused by a misconfiguration in our route table. Everything is working properly now  
thank you for your support.