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Windows 10 - OpenVPN


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.


Install Guide


Step 1
Download StreamVia OpenVPN Installer using the link below, selecting the correct version for your computer i.e either 64bit or 32bit. Most new computers should use the 64bit version.





Step 2
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.




Step 3
Double click the StreamVia OpenVPN Installer you downloaded above. Then, click Next




Step 4
Click I Agree




Step 5
Select Recommended and/or Strong encryption level, depending on your need. Then click Next. Higher encryption may be slower in some cases.




Step 6
Choose all VPN locations you wish to install, click Install




Step 7
Click Install




Step 8
Click Next




Step 9
Enter your VPN username and password, this can be found in the StreamVia Account Information email, it is case sensitive so please copy and paste. Then, click Next





Step 10
Click Finish




Step 11
Double click the OpenVPN GUI shortcut on your desktop




Step 12
Click Yes if you see a screen like the below




Step 13
In the bottom-right hand corner of your screen, you should see an icon that looks like a grey computer screen, with a padlock, the icon is grey as the VPN is not currently connected




Step 14
Right-click on the grey computer screen, with a padlock and choose the VPN region/area that you wish to connect to, this will depend on the VPN you purchased, then click Connect


Please experiment with the various different options, to find the best for you.

To try another connection, first disconnect any that are already connected.





Step 15
A window will pop-up with scrolling text, you do not need to click anything on this window it will disappear when connected.

Thats it, surf the internet as you normally would or simply open the blocked website you wish to view. We recommend you clear all browser cache/cookies/history after connecting the VPN, so that your real location is not revealed.


Step 16
Repeat Step 14 but choose Disconnect when you are finished using the VPN. Please note, to connect another VPN you must first disconnect any connected VPNs first.


Step 17
Please make sure you experiment with the various options for your chosen location, you will also see UK 1, UK 2, etc, these are different VPN locations, with different network connections, so you may find that one provides a better connection than the other.

To try another connection, first disconnect any that are already connected - you should have only 1 active VPN at a time.




Problems

Retrieve Connection Log


Step 1
Right-click on the grey computer screen with a padlock, choose the VPN region/area that you wish to connect to - this will depend on your purchased service - and click Connect.


Please complete this even if you know it will fail





Step 2
Repeat the above process but this time click View Log


Step 3
A notepad window will pop up containing lots of text, please copy and paste the entire contents in an email to StreamVia Support for analysis. Or match the error you see in the log file to one of the below for details on how to fix.



Common Problems

AUTH: Received AUTH_FAILED control message

SENT CONTROL [server]: 'PUSH_REQUEST' (status=1)
AUTH: Received AUTH_FAILED control message
TCP/UDP: Closing socket
SIGTERM[soft,auth-failure] received, process exiting


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.

  1. Retrieve your VPN password from the Client Area
    • Sign into the Client Area
    • Click My Services, from the My StreamVia menu on the right hand side
    • Click View Details next to the service
  2. Reinstall the OpenVPN software
    • Copy and paste the username/password retrieved from My Services to reduce the chance of error, it is case sensitive
    • Connect again


Route: Waiting for TUN/TAP interface to come up

TEST ROUTES: 0/0 succeeded len=1 ret=0 a=0 u/d=down
Route: Waiting for TUN/TAP interface to come up...
TEST ROUTES: 0/0 succeeded len=1 ret=0 a=0 u/d=down


Firewall or security software installed on your computer is preventing the VPN from connecting successfully, this usually happens after an update has been downloaded. The fix is usually to reinstall the StreamVia OpenVPN software.

  1. Uninstall StreamVia OpenVPN
    • Start
    • Programs
    • OpenVPN
    • Uninstall
    • Reboot your computer
  2. Reinstall StreamVia OpenVPN
    • Follow the Install Guide at the top of this page


There are no TAP-Win32 adapters on this system

There are no TAP-Win32 adapters on this system.
Exiting


The VPN adapter has been deleted or disabled on your computer, you can add another as follows

  • Go to the Windows 10 Start screen
  • Just type the following Add TAP and Windows 10 should now search your Applications
  • Once Add a new TAP virtual ethernet adapter has been found, click on it to load the App
  • Accept all pop ups for authorisation
  • Connect again as normal


All TAP-Win32 adapters on this system are currently in use

All TAP-Win32 adapters on this system are currently in use.
Exiting


The VPN adapter has been deleted, disabled or something else on your computer is using it, you can add another as follows

  • Go to the Windows 10 Start screen
  • Just type the following Add TAP and Windows 10 should now search your Applications
  • Once Add a new TAP virtual ethernet adapter has been found, click on it to load the App
  • Accept all pop ups for authorisation
  • Connect again as normal


ROUTE: route addition failed using CreateIpForwardEntry: Access is denied

ROUTE: route addition failed using CreateIpForwardEntry: Access is denied.
Route addition via IPAPI failed [adaptive]
Route addition fallback to route.exe
The requested operation requires elevation.


You do not have the required permissions on the computer, ensure you have Administrator permissions. Please try the below:

  • Close OpenVPN GUI completely; right click the icon in the bottom right click Exit
  • Double click OpenVPN GUI shortcut on your desktop
  • When prompted for authorisation you must click Yes, otherwise OpenVPN will not start correctly
  • Connect as normal

This error is also common on corporate laptops, please use the L2TP or PPTP VPN instead which should work fine.


RESOLVE: Cannot resolve host address

RESOLVE: Cannot resolve host address: xyz: [NO_DATA]
RESOLVE: Cannot resolve host address: xyz: [NO_DATA]
RESOLVE: signal received during DNS resolution attempt
TCP/UDP: Closing socket
SIGTERM[hard,init_instance] received, process exiting


Fist please test that you have a working Internet connection, if you do then this is a DNS problem, if not please correct your Internet connection problem first. The below shows how to resolve a DNS problem.




Other Information

Poor Performance

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.


Quick tips

  • Experiment with Location 1, Location 2 (Site 1, Site 2) etc connections
  • Experiment with Option 1 UDP vs Option 2 TCP connections
  • If Faster does not connect, or is slow, try changing the port.
  • Use a network cable not wireless/wi-fi, this can often make the biggest difference.
  • Reboot router/computer
  • Clear all browser cookies/history/cache
  • If you are a VPN All or VPN UK & USA member and are using StreamVia to access streaming TV/video, please try SmartStream instead.



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 ;)


Option 1 UDP vs Option 2 TCP connections
Please ensure you experiment with both, whilst Option 1 has the capability of being faster than Option 2 there are some cases when Option 2 can actually work out best for you.


Change Port
If your ISP rate limits certain ports (to try to disrupt the VPN) you can try adjusting the port number to see if you can get around this. Click to see how to change the port.


Browser cache/cookies
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.


Your broadband
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.


Reboot everything
Try restarting both your computer and your broadband router, sometimes this can work wonders!


Alternative DNS
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:



Change OpenVPN Port


Step 1
Open the below link for a list of available port numbers, you will need this below




Step 2
Please make sure the VPN is currently disconnected. Right click on the 2 red computer screens, in the bottom right




Step 3
Select a VPN option and then click Edit Config




Step 4
Find the line that is indicated below, remote zxy.abc.streamvia.com 1194, note the red line




Step 5
Change the numbers to the alternative port you wish to use, this example shows a change to port 443, please see Step 1 above for a full list of available port numbers




Step 6
Close the notepad window and save when prompted.


Step 7
Try to connect the now modified connection


Step 8
If it fails, please try another port number. Please make sure you experiment with Faster and Reliable port changes.



Website Does Not Work

This is usually a fairly easy fix and is usually caused by stale cookies/cache/history within your web browser.

Step 1
Connect the VPN


Step 2
Clear all cookies/cache/history from your browser


Step 3
Close all open browser windows, ie close Internet Explorer, Firefox, Chrome, etc, completely


Step 4
Re-launch the required browser program, we strongly recommend using Firefox for best speeds


Step 5
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.


Step 6
Attempt to view your desired site again.



Share VPN to another device


The below steps will show you how to share the VPN to another device, to do this you require a computer with 2 network ports - either 2 cabled network ports or 1 wireless and 1 cabled network port. If you are using the latter, 1 wireless and 1 cabled network port, please connect the computer to the internet via wireless and use the cabled port to connect to the games console, TV, etc.


Step 1
First verify that OpenVPN connects and works correctly on your computer, if not you need to fix this problem first. Leave the other device that you will be sharing the VPN to powered off and disconnected from the network.


Step 2
Go to your Desktop, in the bottom right hand corner, right click on the icon indicated by the red arrow. It may also appear instead like a WiFi icon, if so right-click this instead.




Step 3
Click Open Network and Sharing Center




Step 4
Click Change adapter settings




Step 5
Find and select the TAP-Windows Adapter




Step 6
Right-click on the TAP-Windows Adapter, then choose Properties




Step 7
Select the Sharing tab




Step 8
Enable Allow other users to connect through this computer's Internet connection, then from the Home networking drop-down select the network interface that you will connect your other device to, typically Ethernet if it is the cabled port you are using to connect the other device to this computer.




Step 9
Click OK and then OK again to close the network properties


Step 10
Make sure OpenVPN is connected on the computer, then connect the device you wish to share the VPN to to the computers cabled network port, then power on the other device. Verify in the network settings of your external device that it receives an IP address from your computer, if it does not please power off the external device and restart the computer before trying again.



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