FAQ

Error 619 often occurs when working with the PPTP or L2TP phone book protocol.

How to solve the problem:

• If you have purchased a new access and entered it into the ALTVPN.pbk file, the error will be caused until the code is activated on the website in your personal account.
• This error can also be caused if you are trying to enter incorrect data, be it login or password. If you are still sure that you are entering the correct data, and the error does not disappear, please contact us.

There is also error 807:

When the server stops working, you will see this error until the connection to the server is available again.

To avoid further difficulties, use our own VPN application for Windows, in which these errors are fixed and will not prevent you from enjoying the VPN work.

Here are some additional tips:

• Make sure you have a stable internet connection.
• Check if your firewall is blocking the VPN connection.
• Try restarting your device.
• If you still have problems, contact our support team.

This error can appear if you are trying to connect to a new server without disconnecting from the current one, or if you forgot to turn off the program when turning off your device.

To solve the problem:

1. Reinstall the OpenVPN GUI program together with the TAP-adapters utility (you can find it in the Control Panel > Uninstall Programs section).

2. If the above option did not help you, use the following steps:

• Go to Start > Programs > TAP-Windows.
• Select Delete ALL TAP virtual ethernet adapters.
• Then select Add a new TAP virtual ethernet adapter.

Currently, the solution to this problem is fixed in our own developed program for Windows.

Here are some additional tips:

• Make sure you have a stable internet connection.
• Check if your firewall is blocking the VPN connection.
• Try restarting your device.
• If you still have problems, contact our support team.

If your IP address did not change after connecting, close the OpenVPN GUI application and run it as administrator by right-clicking on it.

To always run the program as administrator:

• Right-click on the OpenVPN GUI shortcut.
• Select Properties from the menu.
• Go to the Compatibility tab.
• Check the box next to Run this program as an administrator.
• Click OK to save your changes.

If this solution does not work for you, you should send us your connection log:

• Right-click on the OpenVPN icon in the tray (next to the clock).
• Select the server you are trying to connect to.
• Click Show Log (or View Log).
• Copy the log and send it to us.
• Currently, the solution to this problem is fixed in our own developed program for Windows.

Here are some additional tips:

• Make sure you have a stable internet connection.
• Check if your firewall is blocking the VPN connection.
• Try restarting your device.

If you still have problems, contact our support team.