Staff

Hello! Please bind Vuze only to eth9 (TAP-Windows Adapter V9), this will also prevent leaks in case of unexpected VPN disconnection. Kind regards

Hello! The port is correctly forwarded, both TCP and UDP, so the packets are forwarded to your system. Can you please check: - that the configured port in Vuze matches the remotely forwarded port - that Vuze has a bind to the correct interface (the tun adapter) Kind regards

Hello! Ok, now a port is forwarded, can you please test again? Kind regards

Hello! At the moment of this writing there are no forwarded ports for account "stkkts". Can you please forward a port, configure it in Vuze, and try again? Kind regards

Hello! Apparently everything is ok. Your home network Ip range does not seem to overlap with the VPN one (can you please confirm that it is 10.102.0.0/255.255.0.0 ?). Can you please send us also the output of the following commands (while connected to the VPN): tracert 10.4.0.1 tracert airvpn.org tracert google.com Kind regards

Hello! The logs are fine. After the connection is established, from a command prompt can you please issue the commands: ipconfig /all route print and send us the output? Kind regards

Hello! Yes, 10.4.0.1 is the correct DNS IP address pushed by our servers when you connect to port 443 UDP. See also https://airvpn.org/specs Setting a different DNS on your tun interface is ok (the DNS queries will be encrypted and tunneled), but you will not use Air DNS, so you will not access internal services (currently only http://speedtest.air ), you will not bypass ICE censorship and you will not be able to use our experimental service aimed to prevent geo-IP based discriminations (for example with our DNS you can use BBC iPlayer even from non-UK servers; or access CBS from non-US servers). Kind regards

Hello! The DNS push from the server is correct. Try to set 10.4.0.1 as primary (preferred) DNS of your physical network adapter, this has proved to fix the issue on several Windows systems. Kind regards

Hello! If you get packet fragmentation yes, you should correct the issue on the client side. If not, you don't need any modification. Please send us again your client connection logs (after some minutes the connection is established) if you still experience packet fragmentation, so that we can suggest you how to optimize the connection. Kind regards

Hello! Yes, it is! Kind regards

Hello! It's written in the page ("Only about online users"). Tables are compiled with current active session data. Logs are not necessary to compile them, obviously (and the OpenVPN logs are directed to /dev/null). While an account is connected, the OpenVPN servers know all those details, including the IP address the connection come from (which is published ONLY on the account details page). That's just how the Internet works, otherwise you could not even connect to a VPN server, perform a TLS re-keying every 60 minutes, notify the server about account connection and disconnection etc. etc. Every and each detail is lost forever at the moment of the account disconnection. The published tables provide very precious information to all users in order to evaluate servers performance and stability, verify our commitment to no overselling and provision of minimum allocated bandwidth, without weakening in any way the anonymity layer. Kind regards

Hello! No logs at all are necessary for those tables. No, not at all, how did you come out with this strange idea? No, not at all. Kind regards

Hello! You are right, problem fixed. If anybody else has still the same issue, please do not hesitate to contact us with the "Contact us" form, we'll fix the expiration date of your account within a few hours. Kind regards

Hello! In order to connect to one of our VPN servers, you can use either the OpenVPN GUI, the Air client for Windows, or any other OpenVPN wrapper you like. If you use the Air client, consider that it is portable, it does not need any installation, so just run it after you have decompressed the archive you have downloaded. The Air client needs the .NET framework, which is available by default on all Windows version. If you have customized Windows to avoid the .NET framework and/or you have uninstalled it, please download and install it from the provided link in the Windows instructions page, or just use the OpenVPN GUI (i.e. ignore the Air client), which does not require the .NET framework. The error you get might also be caused by running the wrong client version: for example, running the 64 bit version of the Air client in a 32 bit operative system. Please check it out. Kind regards

Hello! For testing purposes, try to set 10.4.0.1 as primary (preferred) DNS in your physical network card too. Leave the secondary (alternate) DNS to your favorite DNS server IP address in order to allow your system to perform names resolution even when disconnected from the VPN, if you need that. Kind regards

Hello! Ok, great news. If the problem occurs again, please send us the logs pertaining to the relevant (if possible, also different logs for different ports, protocols and servers...), so that we can see if it's an intermittent packet loss or fragmentation problem. It might be that your ISP performs port shaping on some ports (especially UDP) only on some time windows. Normally this is a problem with ISPs which adopted business plans based on heavy overselling, and those ISPs tend to shape traffic only on ports not used for http and https, because http and https are the main index of perceived performance by average/low end customers. Also, generally outbound port 53 UDP is not shaped in order not to slow down DNS queries, which would cause an immediate feeling of slow browsing by those who are, according to the ISP, their average customers. Kind regards

Hello! A PayPal payment may be used as a proof that the account holder sent money to use our service. It says nothing about how the service was used, it does not even say anything about whether the service was actually used or not by the Air account activated by that payment. Of course, if you don't wish to reveal your identity through a PayPal payment, you should subscribe via Liberty Reserve or even better Bitcoin. Kind regards

Hello! Thank you for your purchase. Everything appears fine (30 days for account "wasdfou") can you please check? Kind regards

Hello! Please re-check, account "hugostrange11" is authorized to access all the servers and it is currently connected to some VPN server. Kind regards

Hello! Support transferred to e-mail, please check your inbox. Kind regards

Hello! Of course. As you may have seen if you have a subscription with another account, an invoice is automatically generated. However, if you need an invoice with a VAT ID, company name, address etc. you need to contact the sales department in the "Support"->"Contact us" form. Normally an invoice will be generated within 1-3 business days. This is not foreseen by default because (obviously) releasing identification data weakens the anonymity layer. That's not our problem. Kind regards

Hello! Does it happen with all the servers? Can you please send us the connection logs (after a few minutes your computer is connected to the VPN)? Kind regards

Hello! Can you please try to switch to Tunnelblick 3.3beta21b or 3.2.8? Kind regards

Hello! It's in the upper part of the Air client window, it is displayed after the login and before the connection. Kind regards

Hello! Can you please try again now? Kind regards