Youtube videos don't load while using VPN. Load fine on regular connection.

[Thelps]

I'm troubleshooting Youtube videos that don't load on a PC using a VPN.

When the VPN is disconnected the videos load fine, but when the VPN is active the youtube videos simply show the spinning circle indicating the video is loading, but no streaming/loading occurs whatsoever.

Have tried reinstalling the VPN to no avail.

Any ideas?

 

[DukeIShere]

contact your vpn support

 

[Thelps]

contact your vpn support

The advice from the VPN company is to reinstall the software.

Persistent enquiries fail since different support professionals handle the same enquiries. Requests for one consistent support professional fall on deaf ears.

The client's computer is well maintained. Antivirus scan reports no malware.

 

[DukeIShere]

what vpn service is it.

 

[Thelps]

what vpn service is it.

The client has requested that I maintain their privacy as much as possible. Therefore I can't disclose the exact VPN service.

Symptoms: VPN was working fine. Client ran a full system scan with their antivirus. Antivirus detected no malware but recommended to 'clean up' some files it defined as excess or unwanted. Client accepted the 'clean up' process. Since restarting their machine youtube videos no longer load with the VPN enabled, but work fine when no VPN service is active. All other video websites, and all youtube services apart from the videos themselves, load and work without problems.