Staff

Hello! @epsilon We're sorry, we have already explained our position and we don't wish to allocate more resources to answer in the same way: your requests can not be accepted, unless for very important reasons. We appreciate your dedication and ongoing support and thank you for your time for the review. A couple of words about servers speed. Since the end of November, the point in time around which you claim the performance problem, the performance per client has increased, due to the addition of new servers and more awareness by our customers about ISP traffic shaping (especially on high bandwidth lines) and methods to mitigate it. You can easily verify that on the servers monitor page. We are keeping this trend since years: quarterly, with a couple of sporadic exceptions, we have always been able to provide an average per client bandwidth slightly higher than the previous period. @leno wtf At the moment a live chat support is not planned. From the experience of part of our staff, in most cases it makes the support service quality decay dramatically. The advantages it can provide for a strict minority of cases do not seem to justify the overall disadvantages. Each customer's problem needs to be tested thoroughly, requiring in most cases simulations and emulations, problem reproducibility on different systems etc., because our service has some very unique features. There's no way to provide such a support in a live chat. A live chat can be an enormous advantage for different services, but for how our service is, a live chat would be just a marketing tool and we're not interested in such deceptive practices. Kind regards AirVPN Staff

Hello, please see the ticket you opened. Your mail client has serious encoding problems, it replaces "&sec" improperly. Anyway, it's much better that the problem is on your side, so you can solve it quickly, since you have no time to waste. Remember to read the correct link from inside the ticket system, and not on the courtesy e-mail, otherwise your e-mail client will again show wrongly the correct link we sent you. If the encoding problem is on your system, then the problem is a little bit more complicated. Actually it might be that your system has encoded even your password with wrong characters... and that would explain also why you could not log in in the first place. When you reset the password, make sure to use only standard characters in [a-z], [A-Z], [0-9], at least until you solve your encoding problem which is causing to yourself a waste of time. Kind regards

Hello, your alleged right to delete our tickets knowledge base is unacceptable for us. We are the only ones to have full discretion to keep or delete what we write, not you. We will refund your last subscription payment, since you're so positive and so sad. We don't want customers who feel to have wasted their money. Our "no questions asked" refund policy is there for that. We're confident that our service is good enough to afford such a policy: contrarily to other services, we have no interest in defrauding the customer with false features, promises etc. Refund requests this year have reached an inessential 0.3%. Most of them were refunds for the paid trial period and some of them were due to the fact that the customer wanted to subscribe for a longer period, obtaining a lower per month price. 100% of refund requests (except one that was asked after 11 months from the payment) were accepted. Strangely you are so positive that Air is bad, that you continued to renew your subscriptions over and over, and you did it even a few days ago. Not only you never asked for a refund, although we follow the aforementioned refund policy, but you continued to subscribe, again and again. Please open a ticket and ask explicitly for a refund (again: you don't need to provide any reason). It is more honest than recriminating your past actions while you're connected to the service and while you renew your subscriptions. Then, go use some other VPN service with the money we're giving you back, make a comparison, test your claims. Should you come back here, help us improve our service to make it even better. In reality, the only sad thing here is that the freedom we offer both with our service and in our forums is sometimes exploited in an attempt to denigrate us, or maybe with the purpose to make a handful of gullible customers go away from Air. The tactics is always the same and it does not even deserve to be described (readers will have understood it easily). It will not work: several VPN services that shut down in the last three years confirm once again that on the long run a business that's based on customers gullibility is doomed to fail. On the other hand, our 4 years uninterrupted growth is a resounding proof that our choice to never play on gullibility, bloatware and false marketing, but to focus on transparency, quality of service and mission compliance, was right under every point of view. Kind regardsAirVPN Staff

Hello, feel free to open a support ticket. We simply can't help in any way with vague indications. In general, we can state that if you have tried different servers and the problem is the same on all of them, the issue is on your side (your ISP, your system, a part of your hardware...) because the likelihood that dozens of different providers and different datacenters and different servers have all the very same problem at the very same time is so absurdly low to be safely considered impossible. The real time servers monitor and our monitoring systems show that there are no problems in our infrastructure as usual. Kind regards

Hello! We do not block anything! It's only that any socks and http proxy work in TCP, they do not and can not support UDP. Kind regards

There are no DNS leaks on Linux. What it could happen is that your torrent client queries its own DNS servers bypassing resolv.conf, but the query is tunneled anyway. Kind regards Even if your own ipleaks.net reveals the google DNS that I set my router to? Only while torrenting? Hello! There are no DNS leaks in Linux. Now you're writing a different thing, though. ipleak.net uses your browser to reveal DNS queried by your node, so it does not necessarily display DNS servers queried by other programs which do not comply with system settings. Either the tunnel is not established or your resolv.conf nameservers include your router DNS server, or directly Google DNS server(s). In both cases Linux complies to the settings, it's not a leak. Can we see /etc/resolv.conf content while your system is connected to a VPN server? Kind regards

Hello! It has been withdrawn. Kind regards

Hello! Please talk about this feature in this topic: https://airvpn.org/topic/12796-ui-improvements-for-osx-yosemite/ Do you know another OS X app that has this kind of option, maybe an open source app? Kind regards

Hello! About the Dark mode, it's a new Yosemite feature that's not well documented. From what we understand, in Dark mode, only AirVPN app still remains with the menubar in Light mode because it's running with elevated privileges. When you specify the Dark mode in System Preferences > General, it will be valid only for the standard user, not the elevated user. You can try to run sudo defaults write /Library/Preferences/.GlobalPreferences AppleInterfaceStyle Darkto enable Dark mode on ALL users, after that AirVPN will start in Dark mode. The icon will not be visible, sorry. The next version will have an icon compatible to both Dark and Light mode. We currently don't understand well how this impacts the standard user settings. If you notice problems, revert with sudo defaults write /Library/Preferences/.GlobalPreferences AppleInterfaceStyle Light To view the current setting: sudo defaults read /Library/Preferences/.GlobalPreferences AppleInterfaceStyle About the ability to hide the icon from the dock: it seems not possible to show/hide that icon at runtime. Do you know an application that have this kind of options in its preferences? For example uTorrent has this option in Windows, but not under OS X. Kind regards

Hello! It will be /Applications/AirVPN.app/Contents/MacOS/AirVPN -clibut unfortunately it doesn't work with the current 2.7 release.It will be fixed in the next release. Kind regards

Hello, some quick suggestions: you should allow also packets to/from 255.255.255.255 for those users who use DHCP. Comment "allow all on tun+" is not totally correct, FORWARD is dropped. But it should be accepted. Communication inside the local network is not allowed, which will bring big trouble at reboot (since rules are made persistent): no communication with a router etc. Kind regards

Hello! No, when Eddie is shut down the firewall is restored to original setting. This is intentional. Furthermore if Eddie crashes the firewall is not restored to original settings, so "Network Lock" remains enabled, which is good under a security point of view. Kind regards

Hello! The tun interface (the virtual network interface used by OpenVPN) does not come up. Try this: https://airvpn.org/topic/8320-solved-connects-but-ip-doesnt-change-on-windows-server-essentials-2012/?do=findComment&comment=8321 If all of the above does not fix the problem, try to upgrade to OpenVPN 2.3.6. It's available here: https://openvpn.net/index.php/open-source/downloads.html If you run the Eddie installed version after the upgrade Eddie will use the new OpenVPN version. If you run Eddie portable version, after the installation of OpenVPN (that you should perform anyway so you'll have the tun/tap interface driver up to date) you'll need to paste the new openvpn.exe in Eddie directory. Kind regards

Hello, various Eddie screenshots are available here: https://airvpn.org/software Kind regards

Hello! Assuming that you're running our client Eddie, please click "Logs" tab, click "Copy to clipboard" icon and paste into your message. Kind regards

Hello! Either with our client, with any other OpenVPN wrapper, or with OpenVPN itself, the authentication method is always the same. It is based on a ta.key (used for TLS pre-auth, this is just to add some security and protection to our servers), double-certificate (ca.crt and user.crt, respectively server/CA and client certificate) and of course the client secret key user.key. By default the .ovpn configuration file generated by the Configuration Generator is embedded with keys and certificates. You can force the CG to generate split files by ticking "Advanced Mode" and "Separate certs/keys from .ovpn files". Kind regards

This. It's a service and one which I choose to actually use my PC. I really don't understand why the needs of a few should cause annoying behaviour for the majority. Nobody is asking that AirVPN bans TOR from all of their machines. On the other hand, facing really annoying stuff and asking for a solution, it's disheartening to be told "it's the world's fault, let's wait for the whole world to change their collective mind, meanwhile suck it up". To the staff: you say you know who's using TOR. I don't care *who* is using it. But I would like some numbers as part of the discussion. What percentage of users is doing it (by the way, if I understand things clearly, it's not enough to be using it to mark a server as an exit node, you need to setup a relay for it, right?)? Hello! We will not disclose any data. We are anyway working on an effective solution which will make everybody happy, including protocol discriminators and Net Neutrality purists. If everything goes well, we will be able to apply the solution in a matter of few days. Kind regards

Hello! Anyway, we just added the "Entry-IP" field for servers, and the "Best Server" by country/continent/planet. Kind regards

Hello, can you please try again now? Kind regards

Hello, a DNS leak is when a DNS query is sent out of the tunnel. It does not even reach our servers. If a DNS query reaches our server, then it has been tunneled, and we want to leave our clients the freedom to use their favorite DNS, in case they do not want to use our VPN DNS. In case they want to force the VPN DNS, the option you suggest looks just like "Force DNS", which is already implemented in Eddie. Some confusion here, you talk about "config generator section of the Client Area" and at the same time propose a "server side" feature. You propose a "Force all applications use Air's VPN server" but the iptables refers to "--dport 53", another mistake. In any case, on client side, all we can implement is done in AirVPN Client. Yes, maybe in the future we can enhance the Config Generator to create some scripts to prevent leaks, but we need to write it in every platform, not only Linux/iptables. On server side: - There isn't any 'application leak' that we can manage, because if a packet reaches our server, there isn't any leak. - There isn't any 'DNS leak', because if a DNS query reaches our server, it's already inside the VPN tunnel. Note: 'DNS Leak' normally means a DNS request sent outside the VPN tunnel. You are a Linux guy, and DNS leaks never happen in Linux. DNS leak in Windows exists because Windows sometimes sends the DNS query to the DNS server set on the standard interface (lacking also a global DNS) regardless of the VPN tunnel being estabilished or not. If a Windows executes a DNS query outside the tunnel, our server never receives it, so it's impossible to prevent Windows DNS leaks on server side. Kind regards

Hello! We are in contact with Hadar datacenter technicians, they are investigating. Kind regards

Hello, try to tick "Force DNS" in "AirVPN" -> "Preferences" -> "Advanced". Kind regards Is already ticked Hello! Good, now set your favorite public DNS on your physical network card while Eddie is NOT running. After that, "Force DNS" will set VPN DNS when the connection is on, and restore your favorite DNS when the connection is off (assuming that you do not kill Eddie abruptly but you shut it down normally). If you need references: http://www.opennicproject.org/configure-your-dns/how-to-change-dns-servers-in-windows-7 Kind regards

Hello! Please note: geo-localization is based on javascript and is not necessarily related to your IP address. Kind regards

Hello! You can resolve .airvpn.org. For example: $ dig @95.85.9.86 acrux.airvpn.org +short 37.48.81.12 Kind regards

We don't have any, we're sorry. Kind regards