Staff

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

Hello! There are various issues on the logs... can you please try to install the latest OpenVPN release (if you have not already done so) and use the 1.8 Air client version, both available here: https://airvpn.org/windows If you are already running OpenVPN 2.3.0, please try to uninstall it completely and re-install it, making sure to authorize the installer to install all the drivers. Also, please test a connection to a TCP port, in order to correct the significant packet replay you're currently experiencing. Finally, test different servers. Kind regards

Hello! Thank you for your subscription. We are experiencing a major problem with PayPal Instant Payment Notifications. We are working on the issue, during the next minutes all the payments will be correctly processed and accounts activated. Please do not hesitate to contact us again if your account is still not active when you read this message or for any further information and support. We deeply apologize for the inconvenience, we are trying to understand if it's a PayPal problem or ours. EDIT: all the accounts which were not correctly activated in the last few hours (since when the problem occurred) are now in Premium status. EDIT: problem fixed. Kind regards

Hello! That's correct, for Android 4.0 and later versions rooting is no more necessary, an official client by OpenVPN Technologies is available. You're just fine, you don't need any further configuration. Kind regards

Hello! The Air client is portable, it does not need any installation. You are probably running your previous Air client version, please make sure that you run the latest version. The logs do not show any particular problem, but if you have Windows 8 please try Air client 1.8 with OpenVPN 2.3.0, it should fix your issue. Please pick the correct version (according to your system, 32 bit or 64 bit) here: https://airvpn.org/windows Kind regards

Hello! It's not a bug we're aware of, and anyway the connection is performed and maintained by OpenVPN (the Air client is an OpenVPN wrapper with some additional commodities). Just after the problem has occurred, can you please send us the client logs? Kind regards

Hello! Yes, DD-WRT supports Policy Based Routing with multiple routing tables. If you're curious, start from here to get an idea: www.dd-wrt.com/wiki/index.php/Policy_Based_Routing and then have a look here: www.dd-wrt.com/wiki/index.php/OpenVPN So you might decide, for example, that 192.168.1.101 uses the tunnel, while 192.168.1.102 does not. Once you have found a way to assign a static home network IP to your VoIP device, you can have it always outside the tunnel. Kind regards

Hello! With the Air client please select the outbound port in the "Modes" tab, just before the connection. Kind regards

FF does not tunnel transparently after set up Comodo firewall as instructions Turn off firewall: ALL OK. Turn on Firewall: Connect vpn=OK. FF=Not tunneling transparently. Hello! Can you please elaborate? Kind regards

Hello! MAC address is totally irrelevant (unless you're on a public WiFi hot spot and you don't wish that the hot spot administrators see your real network card MAC address) while computer ID may be interesting, do they say exactly what they mean with computer ID? Kind regards

Hello! Can you please try connections toward different ports/protocols (please try 53 UDP and 80 TCP) just in case your ISP performs port shaping? Kind regards

Hello! There's no such option as a "Firefox connection through AirVPN". Firefox will use the tunnel transparently. The setting to connect "directly" to the Internet (i.e. without any proxy) is correct. Kind regards

Hello! The MAC Address of your computer network card never gets out of your internal network anyway. About the computer ID, what does it mean? Kind regards

Hello! Air is based entirely on OpenVPN. PPTP has never been supported and we have currently no plans to support it. PPTP suffers of several issues which made us discard it since the beginning of the Air project. Under a security point of view PPTP should be always avoided or at least used only with EAP-TLS authentication. https://en.wikipedia.org/wiki/Pptp#Security Kind regards