Troubleshoot Tips

This page is to help users having connection problems before submitting a support ticket.

This article assumes that . . .

… you already created your VPNReactor Account. If not yet, please sign up or purchase a VPN account from HERE.
… you already have Downloaded and successfully Installed VPNReactor. If not yet, kindly DOWNLOAD and follow setup instructions.

Possible Reasons that you couldn’t connect to VPNReactor.


    You don’t need to worry at all. We are here to make your VPN work. We assume you didn’t know yet what the issue is so to start, here are some of the top reasons why you couldnt connect to any of our VPN.

    1. You cannot reach the server.
    Try to ping the VPNReactor’s server address you cannot connect on your command prompt
    e.g.

    ping chicago.vpnreactor.net

    2. Your country is blocking VPN.
    You may be in a country or with an ISP that blocks VPN connections, such as China, UAE, Belize and others. To solve this issue, scroll down a bit and be able to read “I couldnt connect or access any website because my ISP is blocking VPNReactor.” section.

    3. Firewall
    Most firewall softwares is blocking VPN. For firewall issue, kindly check “Can I use VPN through my Firewall?”.

    4. Router is blocking VPN
    Some routers doesn’t support any VPN Pass through while some have it. To check this, click here.

    5. VPN is not working on your PC.
    Try the VPN on another PC or borrow from a friend for a little bit. It is possible that you have misconfiguration on your PC interfering the VPN.

    6. You created the VPN Incorrectly.
    For whatever reason, sometimes the second time you create the VPN works. So delete your first one, and try again. Our setup tutorials are available HERE.

    7. System resources may run low.
    As always, a reboot on your devices can’t hurt. System resources can run low and cause all sorts of problems. Try to reboot your PC, Router, and Modem and then try the VPN again before opening any applications (folders, browser, etc.)

    8. Password entered incorrectly.
    Make sure there is not a space at the end, since when you copy/paste the password, sometimes a space is added at the end and that password will surely not be accepted.

    9. Shared Logins
    You possibly used your VPNReactor username and password to two (2) or more computers. This isn’t possible for we only allow one connection per login. You may want to check “Can I use the same username and password on 2 or more different computers at the same time?” for further details.

I couldnt connect or access any website because my ISP is blocking VPNReactor.

    You may wonder that sometimes, you still cannot access some websites though you are connected to your VPN. One of the best reasons is that a server hostname – domain was blocked in your country.

    If you can see facebook via this link, it is a DNS issue:

    http://69.63.176.13/

    There are four(4) ways to solve this:

    (a) CONNECT via STEALTHVPN
    Connect to any server via StealthVPN Protocol. If your ISP is blocking standard VPN protocol such as OpenVPN, PPTP, etc., StealthVPN can bypass these blocks. It does this by tunneling your VPN connection through web (https) or email (POP) traffic, which more than likely is not blocked. Tunneling your VPN over standard Internet traffic completely hides the fact that you’re using a VPN. Your VPN connection is virtually undetectable by your ISP. This is more recommended.

    HOW TO CONNECT VIA STEALTHVPN
    For setup instructions, kindly check HERE and navigate to ‘OpenVPN/StealthVPN’ links, depending on the device you are using.

    (b) ENABLE STEALTHDNS
    Bypass domain blocking by connecting to a server via IP Address (e.g. 50.7.50.50 for example) instead of domain/hostname (e.g chicago.vpnreactor.net) the EASY WAY!

    CLICK HERE FOR SERVER LOCATIONS

    HOW TO ENABLE STEALTHDNS
    Step 1. Enter your VPNReactor Username and Password. Click ‘Sign In’.
    Step 2. Select VPNReactor ‘Server’ and ‘VPN Mode’ you want to connect to.
    Step 3. Under ‘Settings’ in the ‘Dashboard’ tab, check Enable StealthDNS.
    Step 4. Then ‘Connect’.

    (c) USE ALTERNATIVE HOSTNAMES
    This is applicable when you choose to connect manually. Use different domain extensions such as chicago.vprconnect.com, chicago.vpnreactor.net for chicago.vpnreactor.com
    For setup instructions on how to connect manually, kindly check HERE.

    (d) BROWSER CACHE
    Clear web browser’s cache by reloading the page by hitting ALT + F5 OR CTRL+F5 keys.

Will using VPN slow down my internet?

    No one can tell you the answer without testing on your system. It depends on a lot of factors e.g the server location, your ISP’s support of protocols etc. But don’t worry for we have proper tools for you to test this out. Avail of the free trial account here and we encourage you to test before you go for a regular service.

Can I use VPN through my Firewall?

    If your router/firewall supports any VPN pass-through, you should have no troubles connecting. Many routers/firewalls handle VPN connections fine even though they do not explicitly advertise VPN pass-through capability. You can check if your firewall is blocking the VPN by temporarily disabling your firewall then try to connect to the VPN again. If you confirmed that your firewall is blocking VPN, you need to setup an exception for all traffic to the VPN server address.

Can I send emails while connected to your VPN service?

    Yes, you will be able to send emails but you will need to get it enabled first. We block SMTP on all accounts by default on some servers for spam protection. However, you can contact us so we can enable smtp for you.

Can I use the same username and password on 2 or more different computers at the same time?

    No. We only allow 1 connection per login so if you can connect but can’t surf the Internet or see any websites, probably, you have shared your account with another person/computer. Disconnect both computers and connect just one account, it should work fine. Contact us if you think your logins been compromised or stolen by anyone or login then change your password here.

How will I know if my router is blocking VPN?

    It’s possible your router doesn’t support or isn’t configured for any VPN Passthrough. To test this, try connecting to the Internet without the router and see if it works. In other words, plug your computer directly into your modem device bypassing the router.

What to do if I couldn’t connect to any of your OpenVPN servers and StealthVPNs?

    You may have a tap-adapter issue with your current operating system. To fix this, you can check our knowledgebase article here.

Is your ISP blocking ports?

    You can try changing the port. This is usually what is needed when your ISP starts throttling a particular port for suspected VPN traffic. Change UDP ports to either UDP port 53 or UDP port 9201 to connect and see if this fixes the problem.

Is Time Capsule blocking VPNReactor?

    Possible. You can test it by doing any of these …

    1. Plug your computer directory into the router via ethernet cable then verify that you receive a network connection. If so, then test the VPN there.
    – If this does not work, it could be the router your using or the ISP and we can explore further.
    – If it works then connect to the same router via wireless and test. Then, try this with the Apple router as well.

    By doing these, you may see at what point the VPN connection fails. Then we can take action.

    2. Try connecting just by an IP address.
    You may also want to check the reasons why you cannot connect to VPNReactor on this page.

Why your having speed issues?

    The internet is a dynamic network with millions of interconnecting devices that gets congested at random and unpredictable times. When connecting through a VPN service, you are extending the connection and number of routes your data is required to pass through and so there will inevitably be some loss in speed.

    How can I make it faster?

    Firstly, you need to speed test your connection with and without the VPN. If verified that your connection been slower with the VPN, you can do any of these:

    • Experiment with servers that are geographically close to you.
      If you chose a VPN server too far from your location, you will not get the maximum speed from that server. Simply because the network information travels around the earth to reach the destination and then back to the server.
    • Switch over protocols.
      If experiencing speed issues, it’s better to switch between protocols such as PPTP, L2TP and OpenVPN. These protocols doesn’t affect your internet speed to a great extent especially PPTP.
    • Wait a few hours and check it again.
      There may be an outage somewhere on the Internet that is causing congestion.
    • Temporarily disable routers and 3rd party anti-virus firewalls.
      Routers and 3rd party anti-virus firewalls also hindered your way to fastest speed. Disable the router or 3rd party and windows firewall before checking connection speed once again.
    • Wifi connection.
      If you are connecting from behind a wifi router/access point you may have insufficient bandwidth to utilize your full raw connection speed. Every user connecting to the wifi router shares the routers bandwidth. You can try changing the wifi channel that you are connecting on (see your wifi router manual for more information).
    • Devices with limited processing power.
      Encryption requires significant processing power and trying to stream high definition movies over the VPN may cause the device to reach its limitations.

    • Run a traceroute.
      To locate the congestion or network hop which is delaying your traffic, run a traceroute. Try tracerouting to the host you are trying to reach both with and without the VPN active. Traceroute command will depend on the operating system you are using.
    • Adjust MTU.
      You’ll need to read up about how to determine the best MTU for your network. If you change the network you are connecting from in the future don’t forget that you may need change the MTU again.
    • You need a reboot.
      Try rebooting the computer you are using to connect. Rebooting can help by applying configurations that are not saved and reloading the latest drivers/applications back into freshly cleared RAM. It’s always worth trying if all else fails.

What can I do if the VPN is randomly disconnecting?

  • Switch between Protocols/Servers.
    VPNReactor do have many servers with various protocols to choose from. For instance, when you’re using PPTP now, try to use other protocol such as OpenVPN, L2TP, etc. The VPNReactor software is design to switch between servers and protocols easily. If the problem persists with multiple servers in different countries then its likely the issue is with your device, your router or your ISP. If the problem only surfaces with a single server then its likely a temporary issue relating to network congestion that should resolve itself in a short time.
  • Disable Third Party Software (Firewall or Antivirus running on your PC.
    It is possible that your Firewall is blocking the VPN connection. Try to change your firewall settings and try with the VPN again.
  • Check you internet connection.
    Have your network checked. If there is any something wrong in your internet connection, you may have VPN disconnection issues in such scenarios as well. Test your VPN connection from another network e.g. wifi hotspot, neighbor etc. If the issue persists then its likely an issue with your computer/device. If the issue resolves itself then its likely your router or ISP that is causing the issue.