Hi! I understand that when using the Magic Remove feature in the Fotor app on your Mac (macOS 10.15.7), the app freezes if you have Surfshark VPN active. Meanwhile, Safari and Facebook work fine with the VPN connected. That’s interesting and a bit specific—let’s try to get to the bottom of it.

Here’s what we can try step-by-step:

1. Change Surfshark VPN Server Location
Since VPN servers can vary in speed and stability, try switching to a different Surfshark server nearby. Sometimes network routes to certain services (like Fotor's servers) can be slower or get blocked on some VPN endpoints.

2. Change VPN Protocol in Surfshark Settings
Surfshark lets you choose different VPN protocols (like OpenVPN, WireGuard, IKEv2). Some protocols can be more stable or compatible with certain apps. Try changing the protocol in the Surfshark app settings.

3. Disable Surfshark’s CleanWeb Feature (if enabled)
CleanWeb can block trackers and ads, but sometimes it may interfere with app connections. Disable CleanWeb temporarily and test the Magic Remove feature again.

4. Disable IPv6 on Your Mac
Sometimes VPNs and IPv6 can conflict. You can disable IPv6 on macOS by going to System Preferences > Network > Select your active network > Advanced > TCP/IP tab > Set Configure IPv6 to “Link-local only” or “Off”.

5. Check DNS Settings
Try setting custom DNS servers (like Google DNS 8.8.8.8 and 8.8.4.4) in your Mac's network settings. This often resolves VPN-related connection issues.

6. Reinstall Both Apps
Ensure your Fotor app and Surfshark VPN are updated. Then, reinstall them to clear any cached configurations that might cause freezing.

7. Test With VPN Off and On
Since you said Safari and FB are OK with VPN, test the Fotor Magic Remove with VPN off to confirm the issue only happens with VPN active. It helps isolate the problem.

If you want, I can guide you through disabling IPv6 or changing VPN protocols step-by-step. Let me know which step you want to try first, or if you’ve already attempted some of these. That way, I won’t repeat the same advice.

Also, if these steps don’t help, it may require contacting Surfshark support about VPN conflicts or escalating within Fotor support for network-specific diagnostics on Magic Remove usage with VPNs1 5.

How does that sound? Would you like to start with changing VPN protocol or disabling IPv6?

Fotor will not work without VPN in China

Thanks for clarifying that you need to use a VPN to get Fotor working in China. That’s a common situation due to restrictions on internet services there.

Since Fotor requires a VPN to function in China, here are some tailored troubleshooting and usage tips to help Magic Remove and Fotor overall work more smoothly with your Surfshark VPN on macOS 10.15.7:

1. Choose a Reliable VPN Server Optimized for China
Not all VPN servers will reliably route traffic from China, especially for bandwidth-heavy features like Magic Remove. Surfshark often recommends using servers geographically close to China (like Hong Kong, Japan, or Singapore) or ones labeled as optimized for Asia.

2. Use VPN Protocols That Bypass Chinese Firewalls Better
WireGuard is fast but sometimes less stable inside China. Consider switching Surfshark’s protocol to IKEv2 or OpenVPN UDP/TCP via the Surfshark app’s settings because these protocols can sometimes be more reliable inside China.

3. Enable Obfuscation or “NoBorders” Mode
Surfshark has a “NoBorders” feature designed to help bypass VPN blocking in restrictive countries like China. Enable this mode in the app’s settings and test Magic Remove again.

4. Keep Surfshark VPN and Fotor Updated
Make sure both apps are running the latest versions for best compatibility and bug fixes.

5. Check for Network Stability and VPN Speed
Intermittent or slow VPN connections can cause Magic Remove to hang. You might want to test your connection speed with and without VPN, and consider switching servers if speeds are low or latency is high.

6. Whitelist or Allow Fotor in VPN Settings
Some VPN clients support split tunneling or allow you to whitelist apps. Check if Surfshark allows this and add Fotor so that its traffic is prioritized.

7. Restart Your Mac and Apps Regularly
When running under VPN in China, network sessions can occasionally stall. Restarting your Mac and relaunching the VPN and Fotor app might clear those hiccups.

If these tailored steps don’t fully resolve the issue, it could be due to the inherent challenges of VPN use within China’s network environment. In that case, you might also try other VPN services recommended for China VPN usage such as Astrill, known for its reliability there1 10.

Would you like help stepping through changing Surfshark’s protocol or enabling NoBorders mode next? Let me know!