Staff

Hello! Bootis and Cassiopeia are having network issues about which we can't do anything. All the other 25 servers are up and running. Bootis and Cassiopeia lines (not the servers) also went down for approximately 10 minutes yesterday and for approximately 5 minutes two days ago. Since this is the first time after 7 months during which the datacenter experienced no issue at all (it had an alleged 99.9% uptime in 2012) probably we'll give the provider a second chance, but if the problems persist we'll definitely look for a new provider in the UK. We do understand that a datacenter with issues can harm our image, but we're confident in your understanding that bad things out of our control can happen. Our infrastructure is sufficiently redundant to provide the guaranteed allocated bandwidth even with about half of the VPN servers. Kind regards

UPDATE: according to support, Bootis and Cassiopeia datacenter is experiencing unidentified network issues. The datacenter staff is investigating. No further information were provided to us. Kind regards

Hello! Can you please send us the OpenVPN logs? Kind regards

Hello! We are aware of the problem. The servers are up but they can't be reached and can't reach several hosts in the world. We're investigating and waiting for support from the datacenter technicians. Kind regards

Hello! No, absolutely not. It can decrease performance if the fragmentation occurs continuously. If you see thousands of fragmented packets in a short time, it might be necessary to fine-tune/customize your OpenVPN settings. If you see only now and then fragmented packets, don't worry about them. Kind regards

Hello! "DD-WRT is a Linux based alternative OpenSource firmware suitable for a great variety of WLAN routers and embedded systems." http://www.dd-wrt.com Kind regards

Hello! Did you select in the "Modes" tab a TCP port? Can you please make sure that in the proxy the SocksPort is set to 9050 and the ControlPort to some different port? Can you also please send us the configuration of the proxy? Kind regards

Hello! Double-hop is performed ONLY to bypass geographical location based discrimination. For example, to access BBC iPlayer from any server in the world, even a non-UK one. Anyway, all our VPN servers have different entry and exit-IP addresses to prevent some types of correlation attacks and you can perform multi-hopping (if you need that additional anonymity layer at the price of a performance hit) with OpenVPN over OpenVPN (you'll need two accounts if you wish to perform double-hop with two Air servers) or OpenVPN over TOR, or TOR over OpenVPN https://airvpn.org/tor Kind regards

Hello! Does it happen on every server you have tried? Can you please give us a list of the servers where the problem occurs? Kind regards

Hello! You are right, forget the above. Often the problem you describe is caused by Windows firewall. Even if you authorize an application on Windows firewall, it can block the same application on different networks. Can you please check that (if you run Windows firewall)? For testing purposes you can disable the firewall and try again. If you're not running Windows firewall, can you please check that your firewall, as well as your antivirus, are not blocking incoming packets for your torrent clients? Kind regards

Hello! It might be a good idea (handy if you forget your connection active at home and you are away with another device which needs to be connected with the same account, just to make an example), we'll soon have an internal discussion about it and decide about it. Kind regards

Hello! Account 99zeros is not on premium status, so you should not be able to connect to VPN servers with that account. Probably you're trying with another account in premium status, but we can't help you properly if we don't know the account name. As a general recommendation, please make sure that no program (check especially firewall, antivirus, PeerGuardian, PeerBlock and Malwarebytes) is blocking incoming packets for torrent clients. Kind regards

Hello! A VPN secures your connection, not your computer or your behavior. When you subscribe you accept the Terms of Service and the Privacy Notice in their entirety. We can't, we don't keep logs that can be used for such purposes. Also we don't process directly credit cards so we don't have any data about credit cards. We do have PayPal info payments but we are not able to correlate them with VPN activity, because we don't monitor connections and we don't keep logs which can be exploited to disclose a customer identity or real IP address, in compliance with relevant EU directives. Kind regards

Hello! No, there's no connection or relationship between Air and A/I. They have a very good reputation in Europe. Please ask them. Kind regards

Hello! But that's not us. It's just a geo-location mistake made by some service. Kind regards

Hello! Maybe you are trying to connect to the ControlPort instead of the SocksPort. Defaults in Windows are 9050 (SocksPort) and 9051 (ControlPort). OpenVPN must connect to the SocksPort, not the ControlPort. Kind regards

Hello! A very explicative guide (maybe even too much) is here: http://macs.about.com/od/networking/qt/configure-your-macs-dns.htm You might also like to search for 'how to change DNS on Mac OS X" on any search engine, for example: http://www.google.com/search?q=how+to+change+DNS+on+Mac+OS+X Kind regards

Hello! Our business model is based on various important factors, amongst which a guaranteed allocated bandwidth, transparency (see our real time servers monitor) and total absence of overselling. These are the main reasons for which we allow one single connection per account. In order to connect multiple devices simultaneously with one account, you need a gateway which runs OpenVPN (such as a computer with two network cards, a DD-WRT/Tomato router...). All the other devices connected to the "gateway" will use the tunnel transparently. What we want to avoid, in order to provide a premium service, is a variable number of connections from one account from different networks, which would cause several issues to our model. Please consider that the competitor you cited (snipped out by this admin, in order to avoid bad or good advertising to them) provides just 3 servers in 3 countries, no real time servers monitor and no guaranteed allocated bandwidth. Kind regards

Hello! Yes, the test is normal, it shows no leaks. Cygni is in Stockholm, Sweden, if you see Netherlands there's a mistake somewhere, can you please tell us where you see that? Kind regards

Hello! About I2P over AirVPN, please see this old post: https://airvpn.org/index.php?option=com_kunena&func=view&id=23&catid=3&Itemid=142#26 Kind regards

Hello! Once you have subscribed, our configuration generator becomes accessible and will generate certificates, key and configuration files according to your preferences. Please access it (while logged in) at menu "Member Area"-->"Access without our client". Instructions for Mac OS X are available here: https://airvpn/macosx anyway at the subscription you will receive an e-mail (if you entered a valid e-mail address) with instructions and all the relevant links. Kind regards

Hello! Thank you for the information! We'll look into the issue. Kind regards

Hello! Please see previous messages in this thread. Again, if you can't afford to trust us for imparting and/or receiving critical information, we have designed the system so that you can use it as a tool where trust in us is not necessary: https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=54&limit=6&limitstart=6&Itemid=142#1745 Kind regards

Hello! Please see here: https://airvpn.org/tor Some of your questions are not fully understood, can you please elaborate? Kind regards

Hello! A sufficiently powerful adversary theoretically can have performed the packet substitution on any point between our servers and you. Using a VPN properly configured is an effective way to defeat replay attacks. If you have noticed no decrease in performance, probably either the attack was short in time or it was not an attack at all, just a momentary network problem. Probably you should not be worried at all (as long as you connect to a VPN or you connect over SSL/TLS), anyway keep an eye on the logs and feel free to report back if the problem persists or gets bigger. Kind regards