FAQ
From Witopiawiki
Welcome to the personalVPN™ Frequently Asked Questions
For openVPN-based service it will often be useful to view a connection log. You can do this by Right-Clicking on VPN icon (Windows) or Choosing "Details..." through Tunnelblick or Viscosity Client (Macintosh). If you cannot find answer below, send the log with details of your Operating System (Example: Windows XP SP3) to support@witopia.net.
If you are a PPTP VPN customer with connection problems, and do not see your issue below, please e-mail your PPTP VPN username with any error code returned or details of issue to support@witopia.net.
Q1. My hard drive crashed OR I have reformatted and do *NOT* have a backup of WiTopia files, where do I start?
Make certain you do not have a copy of the Windows Installer Package (July 2008 and later Windows customers) or Mac Installer Package archived in your e-mail or elsewhere. Additionally, July 2008 and later Windows customers were asked to bookmark a link so they can always download a new installer.
If you have access to your custom installer, you should be able to simply reinstall openVPN-based personalVPN™ by running the installer package.
If you do not, you will have to manually reinstall following steps below. If you do not have a copy of your ORD# and the e-mail address you signed up with (both required to generate new security credentials),send e-mail (with any order details you may have) to support@witopia.net.
A. For Windows XP & Vista Users, you will need to:
1. Download and Reinstall personalVPN™ software from here
(Windows 2000 Users download personalVPN™ software from here)
2. Go here: https://support.witopia.net/pvpn_redoer.php
Still a bit raw we admit, but follow directions carefully. The goal is to have your files look like this in C:\Program Files\WiTopia.Net\config:
ca.crt README First name_Last name.ovpn First name_Last name.key First name_Last name.crt
3. RESTART your machine and try to CONNECT.
B. Macintosh users should open a trouble ticket with customer support by emailing support@witopia.net.
Q2. My machine crashed, but I have a backup. How do I restore VPN service?
Q3. I use Hotmail, MSN, or AOL and I haven't received my receipt, new files, or my Macintosh installer package...what can I do?
A. Sadly, many free e-mail services are less than reliable with the attachments we send and despite our efforts, this continues. We are moving to a system that does not rely on e-mail. Until then, please e-mail support@witopia.net with an alternative e-mail address, your ORD#, and brief description of what we owe you. If you desire a free e-mail service, Gmail and Yahoo Mail have been most reliable.
Q4. Can I install personalVPN on a 2nd computer I own?
A. Yes, but just remember the license doesn't allow for simultaneous use.
For openVPN-based personalVPN, simply run your Mac or Windows (July 2008 and after) WiTopia Installer program on the second machine.
Mac openVPN users who have lost their Installer, may request an archived copy from WiTopia Support.
Windows customers (July 2008 and after) should have also bookmarked a link during activation to download a new windows installer at anytime.
If you are a Windows openVPN customer who ordered before July 2008 or if you did bookmark the link you may transfer your account manually by following the steps on our PersonalVPN™ Tips and Tricks page.
Another very easy option is to use your WiTopia PPTP account if you have one.
If you haven't set up your PPTP Username and password yet, follow these steps (if you have already, skip to #3):
1. Click on this link: https://register.witopia.net/personalVPN/ and enter your account information.
2. check box to configure PPTP account and set up username/password.
3. Then follow instructions here: http://www.wiki.witopia.net/wiki/Setting_Up_Your_WiTopia_PPTP_VPN
Q5. Where can I find the latest version of your software?
A. The Windows XP and Vista version can be found here
A. The Windows 2000 version can be found here
Q6. I'm seeing HOST NOT FOUND (or something quite similar) errors :
A. Your ISP may be blocking you using their DNS (Domain Name system) server. Or, there is some other DNS failure. WiTopia provides DNS service for its customers and we recommend you take advantage of it to maintain complete privacy and for best performance.
If your PC is set to use DHCP (Macs should have "Location" set to Automatic in their Network settings) this **should** happen automatically so if you are still seeing HOST NOT FOUND errors you may need to adjust your computer's settings manually.
Macintosh Users NOTE: You may also need to click on VPN icon in upper toolbar and Click on "Details..." then Click on box that says "Set Nameserver" and DNS should set automatically. If not, you may also need to change your computer's settings. Again, it is best for your computer computer to use and accept DNS and IP address info from WiTopia automatically.
Although Automatic assignment using DHCP is the best method, you can also try setting our DNS server IP address manually. The IP addresses are 38.119.98.220 or 216.93.191.228. The 38.xx address should be used by those closer to the East Coast of the U.S. 216.xx is for those closer to West Coast.
Below are where to find these settings by OS:
Windows Users:
Microsoft has an article here on "How to configure TCP/IP to use DNS in Windows XP".
Or, here is a simplified version:
1. Click Start -> Control Panel -> Network and Internet Connections, and then click Network Connections.
2. Generally, Right-click Local Area Connection.
3. On the General tab (for a local area connection), or the Networking tab (for all other connections), click Internet Protocol (TCP/IP), and then click Properties.
Vista Users:
Microsoft has an article here called "Windows Vista Help: Change TCP/IP settings"
Macintosh Users:
Open "System Preferences" then "Network" then "TCP/IP" (LEOPARD users Click "Advanced" button).
Q7. My account is about to expire, how do I renew?
A. You can learn about renewing personalVPN™ here.
Q8. Do you have a maintenance window or regularly reboot your servers?
A. Yes, check out our Maintenance page for details.
Q9. I've upgraded to, or I'm a new customer running, WINDOWS VISTA and I keep getting an error when I connect OR I do not have a connect option when I click on VPN icon.
A. Right-click on OpenVPN GUI and Choose "Exit"
B. Go to My Computer -> C:\Program Files\WiTopia.Net\bin and right-click on openvpn-gui.exe and select "Run as administrator"
C. Try connecting again.
If this works, you need to make this change permanent. Do this by:
A. Right-click on OpenVPN GUI and Choose "Exit"
B. Go to My Computer -> C:\Program Files\WiTopia.Net\bin and right-click on openvpn-gui.exe and select "Properties", then the "Compatibility" tab and select under "Privilege Level" "Run this program as an administrator". Click "OK" and double-click openvpn-gui.exe and try connecting again.
If none of that works... Vista, by its nature, limits your administrator privileges so you might try turning User Account Control (UAC) OFF. This should restore administrator privileges but you will receive warning messages. UAC is located here:
Control Panel > User Accounts > Turn User Account Control on or off
Q10. I'm having problems with e-mail since I starting running personalVPN™
A. WiTopia's SMTP relay should activate automatically and require zero configuration. If this is not the case, read PersonalVPN-Mail-WorkArounds
Q11. "HELP, I CAN'T CONNECT" and receive a Connection Failed error.
A. If you are running Windows, right-click on the gui icon and select "View Log". If you see something along the lines of this:
Wed Mar 21 22:37:36 2007 Cannot load certificate file C:\Program Files\WiTopia.Net\config\First_Last.crt: error:02001002:system library:fopen:No such file or directory: error:20074002:BIO routines:FILE_CTRL:system lib: error:140AD002:SSL routines:SSL_CTX_use_certificate_file:system lib Wed Mar 21 22:37:36 2007 Exiting
It means you didn't save your signed certificate to the right location or it didn't download properly. Try performing a Search/Find on your computer (including desktop) for your firstname_lastname.crt (using your name, of course) file. or you can try a general *.crt search.
If found, move/drag it to My Computer ->C:\Program Files->WiTopia.Net->config, Restart your computer and Connect.
If you can't find your "firstname_lastname.crt" file:
1. Go to My Computer -> C:\Program Files\WiTopia.Net\config
2. DELETE/TRASH the files containing your name, BUT leave ca.crt and README files in folder.
3. Use our new tool found here. It's a bit raw, but it will create for you shiny new security credentials. All of which need to be SAVED in C:\Program Files\WiTopia.Net\config if you are running Windows or in ~User/Library/openvpn if you are a Macintosh user.
NOTE: Remember, if you don't get option to SAVE them there, you can open the config folder (Click on "My Computer", then C Drive, then "Program Files", then "WiTopia.Net", then "config) and DRAG and DROP them in there.
The goal (in Windows) is to have your files look like this:
ca.crt README First name_Last name.ovpn First name_Last name.key First name_Last name.crt
Q12. personalVPN™ seems to connect, but I cannot browse websites. How do I fix?
A. Try a "Detect Settings" in your browser's Proxy Settings AND turning off any use of proxies.
In MS Explorer (for example), here is where to find:
1. From the Tools mention select 'Internet Options'
2. Select the 'Connections' tab
3. Click the 'LAN Settings' button
You may need to restart your browser or machine for changes to take hold.
NOTE: It is also possible your ISP is filtering/blocking you using DNS so try solution in Q6 above.
Q13. My VPN Icon has disappeared. Help!
A. Macintosh users should relaunch Tunnelblick application from their Applications Folder and be careful to only DISCONNECT and not QUIT.
A. XP Windows Users may occasionally experience a well-known Windows bug:
This usually works to repair: START menu->My Network Places->Show Icons for Networked UPnP Devices->Show UPnP Device icons->NO
Or, for more detailed explanation, here is a good article: http://www.mydigitallife.info/2006/01/04/system-tray-icon-missing-from-system-tray-in-windows-xp/
A. Vista Users, here's a good step-by-step how to that should fix it for you: http://www.colincochrane.com/post/2007/10/Windows-Vista-Disappearing-System-Tray-Icons-Fix.aspx
Q14. Can my Firewall, anti-virus, anti-spyware interfere with VPN?
A. YES. You will often see TLS errors like this in the log when this is occurring:
TLS Error: TLS key negotiation failed to occur within 60 seconds TLS Error: TLS handshake failed
If you're sure you have solid Internet connectivity and no firewall (on your local network or router) is blocking, then the culprit is likely third party security software on your computer. Here is what we have captured as of now, but PLEASE feel free to contribute: http://wiki.witopia.net/wiki/Conflicting_Software
Q15. During installation on WINDOWS VISTA, I get an error message along the lines of: "An error occurred installing the Tap 32 device driver", is there anything I can do?
A. Yes, try re-installing personalVPN by right-clicking on the personalVPN installer package and select "Run as administrator"
Q16. Looking at the log file, I see "All TAP-Win32 adapters on this system are currently in use". How do I fix this?
A. If you have the original personalVPN™ Installer, try reinstalling the program (after right-clicking on the gui icon and selecting "Exit"). If you don't have the personalVPN™ Installer, go to C:\Program Files\WiTopia.Net\bin and if running Windows XP double-click on "addtap" or if running Windows Vista right-click on "addtap" and select "Run as administrator".
Q. None of this addresses the problem I'm having, what next?
A. E-mail support@witopia.net. Be sure it include your ORD#, product, Operating System, and a description of the problem.
