Here you can find setup information for your chosen VPN and also how to fix any problems you might encounter.
You can use the Table of Contents on the right hand side of this window to navigate between the different sections.
Retrieve the Server Address for the VPN you want to connect to, you will need this later:
Retrieve your VPN username and password, if you are a new member this is contained in the StreamVia Account Information email you received after ordering.
If you haven't already, sign in to your Chromebook.
Click the status area at the bottom of your screen, where your account picture is located.
In the “Internet connection” section, click Add connection
Select Add private network
Server host name, set to the server address you retrieved in Step 1 of this guide
Service name, this can be anything you want to name this connection, for example, StreamVia UK
Provider type, L2TP/IPsec + Pre-shared key
Pre-shared key, set to streamvia
Username and Password, this can be found in the StreamVia Account Information email, it is case sensitive so please copy and paste.
The username and/or password is wrong, the VPN password is separate to the Client Area password you use on the StreamVia.com website - so it may not be the same. The VPN password is randomly generated by default.
Something local to your computer/router/ISP is blocking the VPN. Please try with PPTP, or see below for potential causes.
A common problem is that your router does not have VPN Passthrough or L2TP/IPSec Passthrough enabled, there should be a setting in your routers administration panel. Please also try powering off and on your router.
We ensure our servers are NEVER overloaded, so this is not the issue if you are receiving poor performance; please get this out of your mind now
Your network, your ISP and their network have as much an impact on the speed you will receive as we do. Some of you will be connecting to a VPN server half way around the world, so degradation along the way is inevitable.
Location 1, Location 2 (Site 1, Site 2) etc
Each different VPN Site is a separate VPN location, you should experiment to see which works best for you. There may be a massive difference, some difference or no difference for you in speed. But you should experiment to see ;)
Try a different type of VPN, such as PPTP.
Always clear your browser cache/cookies/history after connecting VPN, you need to reset the browser for your change in location. Failure to do so can result in poor performance.
Wi-fi vs wired ethernet
Using a wired connection instead of wireless often has the biggest impact on speed. The best speed and reliability with always be seen when using a network cable rather than wireless, wireless networks cause latency which causes the speed to drop. If you are having speed issues, please try with a network cable rather than wireless.
Just because you have XYZ speed broadband, does not mean you should expect this speed over a VPN. All networks deteriorate in speed the further away you are, so whilst someone connecting in the UK or a country close by will be able to achieve close to maximum speed to a UK server, those in Australia will not.
Also, if you or someone else is heavily using the broadband connection (even if not over the VPN) then you will notice a performance drop. For best performance ensure others are not downloading/streaming on the same connection as you.
Try restarting both your computer and your broadband router, sometimes this can work wonders!
For best performance - especially from China, UAE etc - we recommend that you configure alternative DNS servers on your computer, as some countries will filter DNS which can cause problems for your connection ie inability to connect at all, or unstable connections with frequent disconnects. You need to configure these on your wireless or ethernet adapter - ie the physical network interface you use to connect to your network - details are contained in the below links:
This is usually a fairly easy fix and is usually caused by stale cookies/cache/history within your web browser.
Connect the VPN
Clear all cookies/cache/history from your browser
Close all open browser windows, ie close Internet Explorer, Firefox, Chrome, etc, completely
Re-launch the required browser program, we strongly recommend using Firefox for best speeds
Verify that the VPN is working, by visting DisplayMyHostname.com ensuring that you no longer see your ISP's hostname. If you do still see your ISP's hostname, this article will not fix your problem. Please contact StreamVia Support - including your operating system version - advising that the DisplayMyHostname check failed.
Attempt to view your desired site again.