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Customer Frequently Asked Questions


Before contacting us regarding an issue you may be having it is advised that you review the information on this page first. If you still have issues, you are more than welcome to contact us and provide as much information as possible in order for us to be able to help you resolve the issue in a timely manner.

 

Common Technical VPN Questions

I can't connect to the server. What should I try first?

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If you are unable to connect to the VPN server here are some quick things to consider. (1) The first thing to do with any error is reboot the computer, router/modem. When internet resumes, test the VPN connection. (2) Type account details don't copy and paste and note the CAPS in the password if any. Sometimes when you copy & paste your password a space is added at the end. (3) Try both L2TP IPsec & PPTP. With L2TP IPsec you will need to use a preshared key / Shared secret stated in the welcome email. (4) If you are using a wireless connection, try the connection while connected via a cable directly to the modem. (5) Please check your firewall software. Disable/configure firewall such as Norton, Zone alarm, onecare by adding the server IP to the "trusted" list. If you are able to connect when the firewall is diabled, set an exception for all traffic to the VPN server IP address. (6) If connecting via a router, you should have PPTP Pass-through and ipsec passthrough enabled. (7) Some users have found that disabling UAC in Vista suddenly allows the connections to work. (8) Please ping the VPN server IP Address that you are trying to connect to. Are you able to reach the server? (9) Delete the VPN Connection from your computer and recreate it. (10) If still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.