Staff

Hello! Don't forget that this service is experimental and not advertised. We'll look into the issue but we don't guarantee anything. That was an additional information, we tested YouTube as well. Yes, obviously. It's not a database with problem, it's a database with wrong data. Phoenicis is in Bucharest, Romania. A service that correctly geo-locates Phoenicis IP addresses is http://ip2location.com. Kind regards

Hello! No, it's an IP geo-location error, the Singapore servers are in Singapore. You can see the real locations of our servers here: https://airvpn.org/status Kind regards

Hello! Currently BBC iPlayer is accessible from every server except Phoenicis, where an error is returned by the BBC (it does not appear as a geo-location problem). About YouTube, YouTube recognizes the Phoenicis IP address as a german one (a database error), so use another server as well if you want to access YouTube contents not accessible from Germany (except German servers, of course!). Therefore your setup should be fine, just don't connect to Phoenicis. Kind regards

Hello! The only explanation this admin thinks of is that you're running Windows and you're having a DNS leak. In this context, with "DNS leak" we mean an unencrypted DNS query sent by your system OUTSIDE the established VPN tunnel. Windows is the only OS which suffers of DNS leaks, basically because it lacks the concept of global DNS, so it's not an OpenVPN fault. Please check here: http://ipleak.net If you see, in the list of DNS IP addresses, an address belonging to your ISP, then you have DNS leaks. In order to fix DNS leaks on Windows you have various options: - follow the instructions you have received in the welcome e-mail, or - follow our guide https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=3405&Itemid=142 , or - set 10.4.0.1 and 10.5.0.1 as primary and secondary DNS IP addresses of your physical network card and modify your hosts file as specified in the above linked guide (in this case follow only step 12). In order to modify DNS in your physical network interface, please tell us your exact Windows version and we'll link one of the several guides on the Internet. Kind regards

Hello! Thank you for your subscription. It's our fault, not yours, we have installed a completely new, much more powerful configuration generator without updating instructions for DD-WRT. Now the configuration generator by default generates embedded with certificates and keys configuration files. In order to force the configuration generator to generate separate files: - click on "Advanced Mode" - tick the box "Separate certs/keys from .ovpn files" In this way you will get separate user.key, user.crt and ca.crt files, in addition to .ovpn configuration file according to your choices. In order to see all the new features of the service and the configuration generator please see here: https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=8517&Itemid=142#8517 Instructions will be updated very soon. Kind regards

Hello! It's not what we see... please let's continue this conversation in private, going further in public might compromise your privacy. Or just take the additional days, no problems. Kind regards

Hello! It is nice, but not 100% reliable. The script puts down your physical interface when OpenVPN exits. If OpenVPN is trying a connection, or a re-connection, the interface is still up and a leak is possible. On the other hand, you can't keep down the physical interface, otherwise OpenVPN will never re-connect. Alternatively, set iptables rules to prevent securely any leak: https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=1713&limit=6&limitstart=30&Itemid=142#2010 Kind regards

Hello! The expiration date of your account looks correct according to your payments... in this case it does not appear that we have donated free days to your account. Kind regards

Hello! So it seems that outgoing UDP packets are blocked anyway. Is there anything in your system or in your router that can cause such a block? If not, a possible explanation (although unlikely) is that your ISP is dropping every outgoing UDP packet (except those for its own DNS). If it's the case, you are forced to connect over TCP. Such an over-blocking however would prevent usage of every application that rely on UDP, so it's very unlikely and would imply that your ISP is not really providing you with Internet access. Anyway, if you can't find anything in your system and in your router that causes the problem, try to connect to a VPN server with another machine connected to the same router. If the problem persists, eventually you might like to ask your ISP for explanations. [EDIT] Have you tested different servers? Kind regards

Hello! Something is blocking outbound UDP packets, or maybe outbound port 443 UDP. Please check your firewall. Also, please try a connection to 53 UDP. If it's your ISP that blocks outbound port 443 UDP, then connecting to 53 UDP should solve, because 53 UDP can't normally be blocked by your ISP (it's the default destination port for DNS queries). There is no performance difference on any UDP port. TCP is slower due to its full error-correction implementation. Kind regards

Hello! You are right. In the future, if you need separate certificates, key and configuration files, in the configuration generator select the option "Advanced Mode" and tick the box "Separate keys/certs from .ovpn file". OpenVPN works just fine with embedded files, but network-manager for Linux does not support them. The Linux instructions will be updated soon. In the meantime please see here for new services and features that have been recently added: https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=8517&Itemid=142#8517 Kind regards

Hello! A first hint could be given by the Air client logs, can you please send them to us? After the problem occurs, please right-click on the Air client dock icon, select "Logs", click "Copy to clipbard" and paste in the message. Kind regards

Hello! Everything seems just fine with your account (connected and exchanging data successfully), if the problem occurs again please check you panel (menu "Member Area"->"Your details") to know the exact reason of the last failed connection attempt and report back at your convenience. Kind regards

Hello! If you just need to secure your p2p client against leaks in case of unexpected VPN disconnection, then you might just set application rules for your torrent client. In Comodo they would be: Allow TCP or UDP In/Out From IP In [10.4.0.0 - 10.9.255.255] To MAC Any Where Source Port Is Any And Destination Port Is Any Allow TCP or UDP In/Out From MAC Any To IP In [10.4.0.0 - 10.9.255.255] Where Source Port Is Any And Destination Port Is Any Block IP In/Out From MAC Any To MAC Any Where Protocol Is Any strictly in the above order. With Windows Firewall for Vista, 7 and 8 the procedure is completely different. Here's a good tutorial: http://practicalrambler.blogspot.nl/2011/01/windows-7-firewall-how-to-always-use.html (ads apart! ) With Windows Firewall for Windows XP, as far as we know it is not possible to do that. Alternatively, just in case your p2p client is Vuze, you can bind it to the TAP-Win32 adapter as described here: https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=8472&limit=6&limitstart=6&Itemid=142#8486 Kind regards

Hello! It's very simple to do that in Ubuntu: http://ubuntuforums.org/showthread.php?t=1627920&p=10147351#post10147351 Also, our authentication is not based on login/password so you don't need any interaction. Kind regards

Hello! No, there's no security problem. Kind regards

Hello! No, we don't block anything on our side. Probably the block comes from the final service side. Kind regards

Hello! Glad to know that you found that LittleSnitch was the cause of the problems. Actually we do not provide any guide for LittleSnitch, you just need to authorize OpenVPN and any wrapper (if any) you use (for example Tunnelblick or Viscosity) to fully connect to the Internet. Kind regards

Are there any plans to allow payments via paysafecard? Hello! No, sorry, currently that's not planned. Kind regards

Hello! In order to prevent any leak (including DNS leaks and leaks in case of unexpected VPN disconnection) please see this guide: https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=3405&Itemid=142 If you wish to prevent only DNS leaks just set 10.4.0.1 and 10.5.0.1 as primary (preferred) and secondary (alternate) DNS IP address in your physical network card and modify your hosts file by adding to it the following lines: 85.17.207.151 airvpn.org 212.117.180.25 airvpn.org which will allow your system to resolve airvpn.org even when it is disconnected from the VPN, because the Air client needs to access airvpn.org during the login phase. Kind regards

Hello! Currently not, there's no inactivity with an OpenVPN connection and forcing the disconnection poses some security issues. We are anyway evaluating the problem to meet your needs in a less dangerous way. Kind regards

Hello! Tunnelblick 3.2.8 is not compatible with Mac OS X 10.8.x. Please use an appropriate Tunnelblick version: http://code.google.com/p/tunnelblick/wiki/DownloadsEntry?tm=2 Kind regards

Hello! What are your OS X and Tunnelblick versions? Can you please send us Tunnelblick logs just after the problem occurs? Kind regards

Hello! Please send us your support request through "Support"->"Contact us" form. Thank you in advance. Kind regards

Hello! Brazil has no mandatory data retention law at all. This is not the problem with Brazil. When we pick a datacenter, it must comply with some requirements. We have these requirements because we want to provide the same quality experience and the same security on all servers. For example, the datacenter must be network neutral, it must have direct Point of Presence with at least one tier1 provider, the AUP of the datacenter owner must not discriminate against any protocol, the line which the server will be connected to must not be shared (in the sense that it must be able to have always available the bandwidth we declare in the servers monitor), too restrictive limits on the traffic are a no-go (our Gbit servers normally need 70-120 TB per month) etc. This does not mean that there are no providers in Brazil meeting our requirements, it just means that we have not yet found a provider that can meet these requirements all together. Should we find a suitable provider, of course we would be EXTREMELY happy to offer servers in South America. Kind regards