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Most common reasons for connection issues with SaferVPN

Updated on: 2017-08-20 10:15:46 UTC

Introduction

In case SaferVPN is unable to connect you can try following the steps and see if the problem is fixed.

AAccount Problems

  1. Incorrect Username or Password: Please make sure there are no typos in your email or password. If you cannot login please use the forgot password feature.
  2. Use of Special Characters: This could occur after a password change or an account reactivation done with a PUK. Please make sure your password doesn't contain any special characters like any language specific letter like ë, è, é etc
  3. Not using the latest version of the Software: This problem can also arise when you are not using the latest version of the SaferVPN software along with the information on the manual configuration for different devices.
  4. Reboot: Try to reboot your devices before opening any applications. Sometimes this is the main issue resulting in inability to connect to SaferVPN.

B. No Internet Connection while connected to SaferVPN

  1. Sometimes when trying to connect with SaferVPN although the internet is working none of the browsers or programs can access the internet and everything goes back to normal after closing SaferVPN. 

    Here is a fix from Microsoft that reportedly repairs this issue http://support.microsoft.com/kb/299357/en

    The fix works for both automatic or manual configuration and it resets the Internet protocol (TCP/IP) for you. Before starting this you must have logged in as an administrator.

  2. You can also try switching your DNS servers on Mac OS X, follow the steps given below:

    Go to System Preference > Network > Select your Network on the left > Advanced > DNS tab.

    Once you are on the DNS tab click on the + icon at the bottom and add a new one.

    Switching to Google DNS

    Use either 8.8.8.8 or 8.8.4.4

    Switching to OpenDNS

    Use either 208.67.222.222 or 208.67.220.220

    Click OK.

CSystem & Compatibility Problems

  1. System time issue: Check your system time and see if it is correct as you will not be able to login to the SaferVPN network if your system time is not set correctly.
  2. Uninstall and Reinstall SaferVPN: In case you are still facing issues simply uninstall SaferVPN completely and then reinstall it from the SaferVPN apps page. This solves many problems without exactly knowing why they appeared in the first place.
  3. Browser Cache:  Your Cache may need to be cleared as your old information from previous attempts to connect is in there. You could also connect from a browser you have never used to connect to the site.
  4. Problems with Security certificates: Sometimes problems may arise in connection to some security certificates:

    CA certificate can not be confirmed:
    You may see a message “CA certificate can't be confirmed” this can be either due to the antivirus or the firewall software on your device or may be because of your ISP (Internet Service Provider). You can check your firewall, virus scanner, or other security software and ask your admin about it.

    Revocation information for the security certificate for this site is not available. Do you want to proceed? [Yes] [No] [View certificate]: Sometimes you may see this message when there is a timing problem with other software and antivirus products. You can simply click “Yes” and proceed, SaferVPN will work normally.

  5. Windows 7 update blocks network traffic (if you are Windows 7 user): There is an optional update for Windows 7 users which, if installed, blocks network traffic. The update was originally meant to improve compatibility between IPv4 and IPv6 services, but it may cause (under certain driver and Firewall combinations) a total block of Internet traffic. Simply uninstall the update.

DDriver Problems

  1. Using more than 1 VPN servicec: If you are using more than one VPN on your system, this may cause errors as all the installed VPNs compete for the “TAP-Windows V9 network adapter”, but it also happens even though the respective VPN installed its own Windows TAP adapter.
    You can go to the Network Adapter from the Control Panel on your Windows PC and disable the TAP adapter of the other VPN(s). You can enable them again if you want to use them in future. You can even uninstall other VPN(s) along with SaferVPN and reinstall SaferVPN.
  2. The Network Adapter was not activated: Certain programs deactivate the virtual network board, which is initialized when installing SaferVPN. You can contact support to get instructions on how to repair the driver depending on your device,

E. Server Problems

  1. Server Downtimes: You can switch to different servers and see of the problem still persists. Sometimes a single server or country is likely to have a temporary problem or downtime, e.g. for maintenance.

FProblems with Firewall and/or anti-virus software

  1. Your Firewall or your antivirus software blocks SaferVPN: Please put the files “SaferVPN.exe”, “Service.exe” (inside the SaferVPN program folder) as well as the file 'openvpn.exe' (inside the sub-folder Data > OpenVPN) on the respective exception list. 

    For example Antivirus on your system: In order to be able to establish a VPN connection while the antivirus is running, you need to add the SaferVPN Client Service (located in your SaferVPN program folder as “Service.exe”) to the list of trusted applications and activate the option, “Do not scan encrypted network traffic” in order to avoid connection problems and error messages.

  2. Firewall blocks virtual network card: Some of the third parties Firewalls block the data transfer through the TAP-Win32 Adapter virtual network board. You can simply deactivate your Firewall. This solution will not affect your system because it's just the SaferVPN server, that's communicating with this adapter (the server and the client are authenticated based on certificates), and the SaferVPN server has its own Firewall functions.

Need help installing our VPN on another device? Check out our: VPN for WindowsVPN for MACVPN for iOSVPN for AndroidVPN Router, and our VPN Chrome Extension.

 

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