10 Reasons why you can't connect to our VPN
Posted by Greg M on 02 September 2014 12:16 PM
Most VPN connection problems are caused by something very simple.  
We have created this article to try help you solve the connection problem yourself without the need to wait on a reply from our support staff.
 1.) Software Firewall - Have you checked your firewall software? The easiest way to test if it's conflicting with your VPN connection is to disable it and try the connection again.   This includes the built in Microsoft firewall.  If when disabled you  are able to connect to the VPN you'll need to setup an exception in order to use the VPN while it's running. This will vary depending on your firewall software, but in general you will need to allow outgoing connections to port 1194 and the GRE protocol (47) also allowed. Alternatively you could set an exception for all traffic to the VPN server address. 
 2.) Can you even reach the server ? - Ping the VPN server you are going to connect to.
 3.) Your Router - It's possible your router doesn't support or isn't configured for PPTP VPN Pass through. To test this, try connecting to the Internet without the router and see if it works. In other words plug your computer directly into your modem device bypassing the router. 
 4.) Try connecting to VPN from another location - Do you have another PC or laptop you can try the account on, even better can you try it out at a friends computer at another location? The VPN account will work on any PC, anywhere (you can only connect 1 PC at a time though). 
 5.) Setup Error - This one is odd but it does happen. For whatever reason sometimes the second time when you create a VPN connection it will work. So delete your first one, and try again. Remember our tutorials are in our knowledgebase here: 
 6.) Reboot – A system reboot should be done with any connection error. System resources can run low and cause all sorts of problems. Try to reboot your PC, Router, and Modem, then once the PC or Mac returns start VPN before opening any programs.
 7.) Edge, EVO and 3G modems - Some mobile companies block PPTP connections on their devices/networks. You might want to contact your ISP and check to see if that's the case. 
 8.) Your Location - You may be in a country or with an ISP that blocks PPTP VPN connections, such as Oman, UAE, Belize and others. If so it's possible your ISP is blocking, check with your friends and see if they confirm this. Another option would be to contact your ISP directly to ask.  If this is the case you will need to setup the VPN using Open VPN, this is a PC only option as we do not support Open VPN for Mac users.  You can download the Open VPN software and config files from the “downloads” area on
 9.) When entering in the password, make sure there is not a space at the end, sometimes when you copy/paste the password a space is added at the end and that password.
 10.) Vista UAC - Customers have found that disabling UAC will sometimes allow Open VPN and even our PPTP connections to work.

11.) I'm seeing this error, "All TAP-Win32 adapters on this system are currently in use"

* OpenVPN needs administrative privileges to be able to manipulate a TAP-Win32 adapter, make sure you have administrator access/privileges on this account. Then try OpenVPN again.

* The TAP-Win32 adapter might be disabled. This can be checked by going into the "Network Connections" folder, right-click on TAP-Win32 adapter and select "Enable". Then try OpenVPN again.

* If there is no TAP-Win32 adapter installed. Run addtap.bat in the OpenVPN directory.

I get a message that TAP-WIN32 virtual network driver has a compatability problem with my version of windows (vista)
These links below may assist.

 If you find you're still unable to use our PPTP VPN switching to our OpenVPN plan should allow for you to connect.
 If you are receiving some error codes, here are some real common numbers and Microsoft’s explanation of them:
 Error Codes: Error 806
 Error Codes: Error 619

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