Troubleshooting
Troubleshooting
Windows Users:
Vista and Windows 7:
-- "Personal VPN connects but does not unblock web sites or change my IP..."
This is a common error when the OpenVPN GUI is not launched as administrator. For more information, see 'Operation' on the Vista setup page. To permanently set Vista to run OpenVPN as administrator and avoid this requirement, see the Vista Permissions page. For Windows 7, see the Windows 7 setup instructions.
-- "I cannot connect" - or - "TAP driver fails to load..."
XP, Vista, Windows 7 and 2000:
-- "Personal VPN connects but I cannot reach the internet ..."
-- "Bandwidth speed seems to drop or be slow ..."
-- "Slow performance - Replay-window backtrack occurred - in log..."
-- "The OpenVPN-GUI icon disappeared from the system tray..."
-- "NOTE: FlushIpNetTable failed on interface..."
-- "C:\WINDOWS\system32 route.exe failed: The system cannot find the path specified..."
-- "All TAP-Win32 adapters on this system are currently in use..."
-- "OpenVPN does not support more than 50 configs..."
Windows XP SP3, Vista, Windows 7:
-- "Personal VPN connects but I cannot use the internet..."
Includes, but not limited to, the following log error:
'Warning: route gateway is not reachable on any active network adapters'
The route addition failed: Either the interface index is wrong or the gateway does not lie on the same network as the interface. Check the IP Address Table for the machine.
NOTE: The following links are to be used only if support advises this to troubleshoot installation or connection issues
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All Users:
-- "Cannot resolve host address: [NO_DATA] The requested name is valid but does not have an IP address ..."
-- "Personal VPN connects but I cannot use the internet..."
-- "TLS Error: TLS key negotiation failed to occur within 60 seconds..."
-- "WARNING: this configuration may cache passwords in memory..."
-- "I'm having trouble sending SMTP mail through my email client..."
-- "DNS is not resolving web sites properly. Web sites time out..."
-- "VPN frequently disconnects or is slow and web sites cannot be accessed..."
-- "I'm having problems with Facebook, connection is intermittent..."
Please email us at support@surfbouncer.com. There are several steps that can resolve this situation.
-- "I'm having problems with video streaming (movie or television) sites..."
Please email us at support@surfbouncer.com. There are several steps that can resolve this situation.
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Mac Users:
-- "Personal VPN connects but I cannot reach the internet ..." (older versions of tunnelblick only)
-- "I have installed Tunnelblick but no connection options are shown ..."
-- "Warning! Tunnelblick was unable to start OpenVPN ..."
NOTE: The following link is to be used only if support advises this to troubleshoot installation or connection issues
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When Emailing us for support:
Let us know what operating system you are using and which version of the operating system. For example, Windows XP SP-2, Vista Home Basic SP-1, Vista 64 Premium SP-1, Mac Tiger version #, Mac Leopard version #.
To make turnaround faster, please send a copy of your OpenVPN log file with your support email. This will tell us what's happening on your end of the connection. See this page for instructions on how to get and send the log file.