Crashes, errors, and website access issues

A website doesn't open in any browsers

A problem with accessing a specific website in different browsers might be related to restrictions in your network. For example, it might be caused by software (antivirus programs, firewalls, or viruses), or network settings on the provider side (such as proxy servers).

Check whether you can access the site on another computer from a different network to make sure that the site actually works. If the problems accessing the site only occurred on your computer and you are not able to solve this yourself, we recommend contacting your system administrator, your provider's support service, or another qualified specialist.

Proxy server error

If you see this error, it means the internet connection in the browser is set to use a proxy server. If your network doesn't use a proxy server, turn off this option.

  1. Click   → Settings.
  2. In the lower half of the Settings page, click Show advanced settings.
  3. In the Network section, click Change proxy server settings.
  4. In the window that opens, open the Connections tab and click Network settings.
  5. In the window that opens, deselect the option Use a proxy server for your LAN.

A website doesn't open in Yandex.Browser

If you are having problems loading a particular website, send a message to the Support service using the Feedback form. Describe the situation in detail, and attach a screenshot if possible.

My page in social networks is blocked

Yandex has no relation to the sites or, so we cannot help you solve problems you are having with them. Please contact your social network's administration.

Contact the support service or the support service.

A page doesn't open

If the browser can't open the page you entered in the SmartBox, it will offer several possible ways to solve the problem:

  • If you entered the page address incorrectly, the browser will give you several links to existing pages with similar addresses, or suggest searching for it in Yandex.
  • If the page existed but was recently removed, you can view a copy of it saved in Yandex.
  • If there were problems on the server, you can view the saved copy of the page or use Yandex search.

No access to social networks

If Yandex.Browser informs you that a social network site is not available, try opening this site using a different browser. If the error is repeated there, access to the site is most likely blocked by a program such as a firewall or antivirus. Certain viruses can also block access to a site.

  1. If you are trying to log on to a social network from a corporate network, make sure that access is not blocked by your system administrator.
  2. Perform a virus scan on your computer.
  3. Try disabling programs that may restrict access to a network.

If you see a page asking you to enter your phone number instead of the social network site, you have probably encountered a virus.

A webpage has a redirect loop

In this case, you see the message "The page isn't working. The site redirected you too many times."

Remove cookie files that were set by the site's page

  1. Open the page on the site.
  2. Click  or in the right half of the SmartBox. The screen will list all permissions for the open page.
  3. Click the <...> cookie files link for that site. A window opens that lists all cookies that have been set by the open page.
  4. Select a cookie.
  5. Click Remove.

Allow cookie files from third-party sites

  1. Click   → Settings.
  2. In the lower half of the Settings page, click Show advanced settings.
  3. In the Privacy section, click Content settings.
  4. In the Cookies section, clear the option Block third-party cookies and site data.
  5. Click Done.

Error message “You have changed your password but your information is still encrypted with your old password”

If this error appears when syncing but the password was not changed, follow these steps:

  1. Make sure that the browser has all your bookmarks, extensions, and settings.
  2. Delete old protected data for syncing:
    1. Click   → Settings.
    2. In the Syncing section, click Show settings.
    3. Click delete under Syncing. All of your data will be deleted from the synchronization server, but will remain in your browser.
  3. Enable syncing. After this, your data will be transmitted from the browser to your profile on the server.

A page opens with a request to send an SMS, or another type of suspicious site

Sending an SMS

If you are asked to send an SMS when you go to a Yandex site or a social network, you have most likely encountered a phishing virus. To find out more about what this is and what you should do in this situation, see the section Phishing.

Suspicious website address

There may be cases when a tab opens with an offer to update Yandex.Browser to the latest version, but the site address looks suspicious. We do not recommend following the update instructions on pages like this. These are fraudulent websites, created in order to get you to send a fee-based SMS under any pretext.

Note. Remember that all Yandex sites are in the domain .

For more information, see Protection from SMS fraud.

“Your profile is faulty” error

If Yandex.Browser cannot be launched due to an error in your profile, it will be launched in recovery mode with a new profile. In this case, you will see this message:

To restore data from your old profile:

If you have synced data at least once
  1. Click   → New user.
  2. Enter the name of your new profile and click Add.
  3. Click   → Authorize.
  4. Enter your Yandex username and password.

After that, all your data will be transferred to your new profile from Yandex server.

If you have never synced your profile
  1. Click   → New user.
  2. Enter the name of your new profile and click Add.
  3. Open the folder of your old profile on your local computer %AppData%\Local\Yandex\YandexBrowser\User Data\Default.
  4. Add Cookies, History, Login Data, Web Data files from the Default folder to the folder of your new profile %AppData%\Local\Yandex\YandexBrowser\User Data\New profile name. You can also transfer other files from your old profile, but if there is a faulty file among them, the browser will not be launched.

If you failed to transfer data from your old profile to the new one, report the issue to Tech Support using the Feedback form.

For more information about syncing, see the section Browser syncing.

Sound isn't working

Check the volume setting for Yandex.Browser in the OS settings:

  1. Turn on any online video or music player in Yandex.Browser.
  2. Click on the taskbar in the upper-right corner of the screen.
  3. In the window that opens, click Volume Mixer (in Windows 10, click Open Volume Mixer). The volume slider for Yandex.Browser should be at the top.