Staff

Hello! Please try to connect to TCP ports and let us know whether the problem is fixed. Kind regards

Hello! As you know, there are no time limits to your connection (apart subscription expiration). That said, the most common cause of disconnection is a short "line drop" with your ISP. In that case, there's unfortunately nothing we can do (and nothing you can do). When you're not connected to the VPN, you usually don't notice these "line drops", however they are enough to cause a disconnection with any VPN server (moreover, if there's an IP address change, the disconnection is totally unavoidable). You can secure your VPN connection in order to avoid leaks outside the tunnel: https://airvpn.org/index.php?option=com_kunena&func=view&catid=3&id=1713&Itemid=142 Kind regards

Hello! You can use your account on as many devices as you wish. Only one device can connect at the same time. If you need two simultaneous connections on different networks you will need two accounts. Kind regards

Hello! Please try all the servers to check whether connection stability improves. If you lose connection with your ISP and it re-assigns you a new IP address, unfortunately a reconnection to a VPN server is unavoidable (your previous IP address is no more, so the VPN server needs to know your new one). Kind regards

Hello! Vega is currently not responding on port 443 UDP. We are looking into the issue. In the meantime, please connect to any other port (443 TCP, 80 TCP, 80 UDP, 53 TCP, 53 UDP). EDIT: the problem has been fixed Kind regards

Hello! We don't detect any issue with Omicron. p2p does work on it, as usual. Can you please send us the logs of the attempted connections to the servers with which you receive a timeout? Kind regards

Hello! We don't detect any issue with the USA servers. Can you please send us the connection logs, especially the attempted connection logs with Vega? Kind regards

Hello! We're glad to know that you solved the problem. If/when you need to view logs, you can edit the configuration file with any text editor and add the directive "log-append /to/air.log>" to easily generate and find the OpenVPN logs. Kind regards

Hello! Perhaps the torrent client was already running before the connection to Aurigae? Kind regards

Hello! Please make sure that key, certificates and configuration files (that is, the files that you find inside the air.zip generated by our configuration generator) are in the correct path and that they have the correct access permissions. Also, if you could send us the OpenVPN logs they could greatly help the troubleshooting. Kind regards

@TrumpeT Thank you again for your time, it is very much appreciated. Your message will be evaluated in the nearest future. Kind regards

Hello! Please try a connection to a TCP port (for example 80 TCP). We have noticed that more and more ISPs deprioritize or even cap some UDP ports (we have detected this behaviour with some ISPs in Italy). We have also noticed that some ISPs cap ALL the ports except 80 TCP, 443 TCP and few others. Please do not hesitate to keep us informed. Kind regards

Hello! Thank you for your time. Apparently the system you suggest needs a dramatic security lowering on our systems. Please consider the following conditions. The VPN servers must not know the names of the connected and disconnected accounts and they must never have any account data on them. Furthermore, they can't and must not remember the IP addresses of disconnected clients (no logs). All the communications from VPN servers toward clients must be performed only and uniquely by OpenVPN, no ping no anything else outside the tunnel (any commodity or additional communication must come only from the frontend). Finally, there must never be a direct communication between a backend server and a client, all the backend servers must remain invisible and unknown to the clients. A compromise on security is highly questionable on a service which focuses on it like ours. Kind regards

Hello! Yes, there will be additional non-UK and non-USA servers. The Netherlands are a very good option given their remarkably good infrastructure. However, please note that NONE of the censorships around various western countries (including the Netherlands and UK wars againt The Pirate Bay) affect our servers. Kind regards

Hello! Thank you for your words, they are appreciated. You are right, the bandwidth capacity in the USA was already largely oversized. However, the addition of another USA server has the aim to provide redundancy to the infrastructure in terms of servers numbers in different datacenters and also under a geographical point of view. While in the EU there's already enough redundancy and geo variety, in the USA such redundancy was not enough for our standards. The addition of Aurigae meets such needs and we are confident it will be welcome both by USA and non-USA customers. Kind regards

Hello! While you are connected, the VPN server knows your real IP address (unless you connect over Air over TOR, in which case the VPN server knows the TOR exit-node IP address). Kind regards

Hello! You should first activate your account with the trial coupon code you have been given (if you don't have it, feel free to ask for one with the "Contact us" form), or with a subscription. Kind regards

Hello! We have not received any communication from any Dutch authority. Probably the injunction is effective only to Dutch ISPs which bring physical connections to end-users in Holland houses and facilities. At a first glance, the court order is incompatible with at least two European Court of Justice sentences (incidentally, both regarding requests for censorship) therefore chances are that the order, even if it was transmitted to us, can be safely ignored by a non-Dutch company like ours. The Pirate Bay is one tool amongst many to effectively exercise freedom of information and the right to access science, art and culture and disseminate information, therefore it will be defended in full force with all our capacities and abilities. Kind regards

Hello! There is a major issue on the Frankfurt datacenter optical fiber cables. Leaseweb is working to resolve the issue in cooperation with their optical fiber provider. The issue affects only Omicron but should be resolved really soon. We don't detect any issue with all the other servers. Kind regards

Hello! Are you able to obtain the network configuration from the system admin(s)? There's the chance that they use a firewall with a whitelist, in which case breaking through would require some additional configuration. A first attempt, if you can't obtain any information, can be to tunnel OpenVPN over an http proxy. A further, probably more effective attempt can be to perform full http-tunneling. Unfortunately, currently http-tunneling is not supported by OpenVPN. We'll evaluate in the near future whether to offer an http-tunneling service or not, which can't be considered as secure as OpenVPN access is but can be sometimes useful to circumvent some kinds of censorships. Kind regards

Hello! We're very glad to inform you that a new 1 Gbit/s server located in the USA is available: Aurigae. The AirVPN client will show automatically this new server, while if you use the OpenVPN client you can generate all the files to access it through our configuration/certificate/key generator (menu "Member Area"->"Access without our client"). The server accepts connections on port 53, 80 and 443 UDP and TCP. As usual, no traffic limits, no logs, no discrimination on protocols and hardened security against various attacks with separate entry and exit-IP addresses. Therefore, we provide currently the following servers in the USA: Vega (1 Gbit/s, Oregon) Sirius (1 Gbit/s, Virginia) Aurigae (1 Gbit/s, Utah) Do not hesitate to contact us for any information or issue. Kind regards and datalove AirVPN admins

Hello! Your understanding and terminology are just fine. The address translation happens inside the server, not on on any external router, and no logs are kept. Kind regards

Hello! Ok, go on. We have carefully designed AirVPN with security in mind, any further suggestion or peer review is welcome. Kind regards

Hello! Correct, to tunnel a browser over Air over TOR, once the connection by OpenVPN is established over TOR, that browser must not use any proxy. Kind regards

@jmish Hello! Does your office network have a proxy? If so, you'll need to connect OpenVPN over that proxy. OpenVPN has full ability to connect over SOCKS and http proxies and supports all the authentication methods, if needed. If your office network does not use a proxy, maybe a firewall blocks some outbound ports. Try to connect over port 80 TCP or 53 TCP. Kind regards