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Common Problem Resolution

There are countless reasons why your ClearVPN service may not be working or is slow.

 

There could be problem at your computer level, with your Internet service provider (ISP), or the routing from your current location. This page will address problems on a computer level, if you are having a problem with speed then please see the Resolve Speed issues page for further details.

 

If you have upgraded to the latest version of the OpenVPN connect client or uninstalled and reinstalled and are still having issues please make sure you contact ClearVPN so we can help you resolve the problem.  

Things to Check

Have you cleared you web browser history?  Some sites will cache your location and not look at or refresh your current IP when reloading a page.

 

That you have given full access for OpenVPN client to run with all antivirus or monitoring software.

 

That you have given full access to contact the internet to the OpenVPN Connect client with your Firewall.

 

Please note that your personal firewall may prevent OpenVPN from functioning. You should make sure that UDP port 1194 is not blocked as the OpenVPN clients defaults to port 1194 UDP. This also means that the client may not work for those behind restrictive firewalls by default. However you can switch the OpenVPN client to use another protocol (443 TCP) that should circumvent most of these restrictions. Instructions on how to do this are located on the Resolve Speed issues page.

Windows XP

If you are having problems running OpenVPN with the Windows XP firewall enabled. Microsoft has released a hotfix which may address this issue: http://support.microsoft.com/kb/913522/en

Window Vista or Windows 7

If you are using Microsoft Windows Vista or Windows 7 you may need to right click on the OpenVPN Connect icon and select “Run as administrator”

Windows 8

Update your DNS

DNS resolves all IP numbers to names on the internet and some are faster and more reliable than others.

 

Below are common sites in IP address format,  click on the link and see if these links load faster than your page? If yes then you have a DNS problem.

 

Test Sites

 

Facebook.com http://69.63.181.12/

 

Google.com http://72.14.213.99/

 

Twitter.com http://128.121.243.228/

 

Myspace.com http://216.178.38.116/

 

If your browsing experience is fast for the above links, you should consider that your speed problem is related to whatever DNS servers you are using.

 

To help address this problem you should change the DNS server address on your system. Additionally clients in countries with a high level of censorship may experience better internet reliability using these external DNS services.

 

Alterative DNS Servers

 

OpenDNS

208.67.222.222

208.67.220.220

 

Installation instructions can be found at  http://use.opendns.com/ 

 

Google Public DNS servers:

8.8.8.8

8.8.4.4

 

More info on Google DNS services and instructions on how to use them are located in the link below:

https://developers.google.com/speed/public-dns/?csw=1

problems Contact ClearVPN

If you are using Microsoft Windows  8 you may need to right click on the OpenVPN Connect icon and select “Run as administrator”

Test Your VPN Connection

To test that your connection is working turn on your ClearVPN service first then open your web browser, so no information in  cached, and go to http://whatismyipaddress.com/ and see you current internet address location.

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