TROUBLESHOOTING GUIDE

TROUBLE CONNECTING?
90% of connection issues are solved by following the steps below.

1. Correct INFO – Please make sure that you are entering the username, password, domain server & shared secret exactly as shown in your welcome e-mail. (Both username and password are case sensitive so double check for capital letters). Lost user info? click here.

2. DUPLICATE CONNECTIONS – Many times we have users saying that they cannot connect on their laptops or that the connection keeps on dropping and realise that they are still connected on their smart phones. You may install and connect on as many devices as you wish, but only 3 devices may be connected at any one time, so make sure to switch off connection on other devices before connecting.

3. ROUTER ISSUES – There are some (but fortunately not many) ISP’s that ship their routers to disallow VPN connection, this can simply be adjusted in your routers set up menu. If you are using WIFI from either a home or public router and are having trouble connecting to our VPN service, one very simple way of seeing whether the issue is with your router. Try installing the VPN on your smart phone and switching on 3G/4G mobile internet to see if the VPN will work with this. If so, then you will know that the issue is with your router.

NOTICE: if you have troubles connecting using PPTP, remember to try L2TP using your username, password, desired domain server and when asked for a shared secret please enter

Authentication Error

The common solution is:
1. Go into VPN setup properties > connection
and select optional encryption (connect even if no encryption).

FORGOT LOGIN DETAILS?
When you log into your client login, select VPN in your products and then select the ” Additional Information” tab. Here you will see your VPN username and password. NOTE: Always remember to add @vpn01.com to the end of your username when entering it in VPN configurations.

VPN Error 800
“Unable to establish connection” – The VPN client cannot reach the server. This can happen if the VPN server is not properly connected to the network, the network is temporarily down, or if the server or network is overloaded with traffic. The error also occurs if the VPN client has incorrect configuration settings. Finally, the local router may be incompatible with the type of VPN being used and require a router firmware update.

619 ERROR
the usual cause is that PPTP GRE protocol is blocked by something
(ISP, network hardware like modem, router, wireless device, antivirus software).

The common solution is:
1. reboot router / modem / wireless device
2. reboot computer
3. If it would not help then try alternative VPN protocols like L2TP, SSTP, OpenVPN

VPN Error 51
“Unable to communicate with the VPN subsystem” – A Cisco VPN client reports this error when the local service is not running or the client is not connected to a network. Restarting the VPN service and/or troubleshooting the local network connection often fixes this problem.

VPN Error 412
“The remote peer is no longer responding” – A Cisco VPN client reports this error when an active VPN connection drops due to network failure, or when a firewall is interfering with access to required ports.

VPN Error 721
“The remote computer did not respond” – A Microsoft VPN reports this error when failing to establish a connection, similar to the error 412 reported by Cisco clients.

VPN Error 720
“No PPP control protocols configured” – On a Windows VPN, this error occurs when the client lacks sufficient protocol support to communicate with the server. Rectifying this problem requires identifying which VPN protocols the server can support and installing a matching one on the client via Windows Control Panel.

VPN Error 691
“Access denied because username and/or password is invalid on the domain” – User may have entered the wrong name or password when attempting to authenticate to a Windows VPN. For computers part of a Windows domain, the logon domain must also be correctly specified.

VPN Errors 812, 732 and 734
“The connection was prevented because of a policy configured on your RAS/VPN server” – On Windows VPNs, the user attempting to authenticate a connection may have insufficient access rights. A network administrator must resolve this problem by updating the user’s permissions. In some cases, the administrator may need to update MS-CHAP (authentication protocol) support on the VPN server. Any of these three error codes may apply depending on the network infrastructure involved.

800 ERROR

One of the most common errors encountered when working with a VPN is error 800 – “Unable to establish the VPN connection.” Unfortunately this error code doesn’t tell you anything of why the connection is actually failing. If you encounter it, check the following:

• Are you using the correct VPN server name? The server administrator provides this name.
• Is the Internet / network connection to the server functioning properly?
  You should ping the server is not sure.
• Is your network firewall blocking VPN connections?
  Port 1723 must be opened and Protocol 47 must be enabled in the firewall configuration settings
• Does the server have too many clients already connected (VPN server connection limit exceeded)?
  The server administrator can check this, but it is not a common problem.

807 ERROR

The network connection between your computer and the VPN server was interrupted. This can be caused by a problem in the VPN transmission and is commonly the result of internet latency or simply that your VPN server has reached capacity. Please try to reconnect to the VPN server. If this problem persists, contact the VPN administrator and analyze quality of network connectivity.

 

NOT CONNECTING ON VIRGIN / SKY BROADBAND (UK)

If connection is not working using Virgin or Sky home broadband, log into your Superhub / router
( usually type either http://192.168.0.1 or http://192.168.1.1 in your browser to access). Log into your router the same as you would do to change your WIFI password. When you are inside the menu, go to Content Filter Settings and allow the option of “PTPP VPN Pass Through”
This will allow VPN connections to work on your Router.

TRYING TO DOWNLOAD BRITISH TV APPS ON TABLET/iPHONE BUT CAN’T?
One common problem nowadays is being in say Perth Australia with an ipad purchased in Australia with Australian Appstore not allowing you to download ‘TV Player’, ‘ITV Player’ or ‘UKTV Player (UK)’ apps through the Australian Appstore, or equivalent when using Android Playstore. Follow these steps below and you will be able to download UK apps abroad on your tablet/phone.

1. SIGN OUT OF EITHER APPSTORE OR PLAYSTORE
2. CONNECT TO UK VPN SERVER
3. CLEAR COOKIES & CACHE IN BROWSER
4. SIGN BACK INTO APPSTORE OR PLAYSTORE & TRY DOWNLOADING UK TV APPS

1. See video on how to sign out of Appstore (for iPhone & iPad)
See video on how to sign out of Google Playstore (for Android Devices)
See an article on how to change country of your store.

3. Clear Cache temp files on Google Android device.
Clear Cache temp files on Apple iOD device.

NOTE: All usernames end with @vpn01 (eg. yourname@vpn01.com)

If errors still continue please contact our support team
support@vpn01.com

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