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.

Step 1
Retrieve your VPN username and VPN password from the 'My Services' section of the Client Area:

Please note, the below is a screenshot of the Client Area. Use the link above, to access the Client Area.

Step 2
Click the Apple icon top-left, then select System Preferences

Step 3
Click on Network from the System Preferences window

Step 4
Click the + button, bottom left-hand corner of the Network Preferences window

Step 5
Configure as follows, then click Create

• Interface: VPN
• VPN Type: L2TP over IPSec
• Service Name: Your choice of name for the VPN connection, we chose 'SV UK 1' for our UK VPN

Step 6
Configure as follows, then click Apply

• Server address: Click Here To Retrieve
• Account Name: Usually your email address, retrieved in Step 1 of this guide
• Show VPN status in menu bar: Enabled

Please note:

• server-address.streamvia.com is NOT a valid server address, use the link above to retrieve
• Set a UK server address for UK sites, USA for USA sites, etc

Step 7
Click Authentication Settings, configure as follows, then click OK

• User Authentication, Password: Your VPN password, retrieved in Step 1 of this guide
• Machine Authentication, Shared Secret: streamvia (all lowercase)

Step 8
Click Advanced…

Step 9
Enable Send all traffic over VPN connection, then click OK

Step 10
Click Connect and the VPN will attempt to connect

Step 11
You can also use the battery-like icon (actually an RSA SecurID fob) in the menu bar at the top of your screen, to connect and disconnect the VPN.

Possible causes:

• Wrong username/password, this is the most common, please see the steps below
• Your account is suspended/expired
• You have too many devices concurrently connected for your account
• You do not have access to this server with your account

Step 1
Retrieve your VPN username and VPN password from the 'My Services' section of the Client Area:

Please note, the below is a screenshot of the Client Area. Use the link above, to access the Client Area.

Step 2
Click OK

Step 3
Click the Apple icon top-left, then select System Preferences

Step 4
Click on Network from the System Preferences window

Step 5
Make sure your VPN connection that is failing to connect, is selected in the list on the left-hand side.

Ensure your Account Name is set to your VPN username, retrieved in Step 1 above.

Step 6
Click Authentication Settings, configure as follows, then click OK

• User Authentication, Password: Your VPN password, retrieved in Step 1 above
• Machine Authentication, Shared Secret: streamvia (all lowercase)

Step 7
Click Apply bottom right-hand corner of the screen, to save the changes. Then attempt to Connect the VPN again.

Step 1
Click OK

Step 3
Click the Apple icon top-left, then select System Preferences

Step 4
Click on Network from the System Preferences window

Step 5
Make sure your VPN connection that is failing to connect, is selected in the list on the left-hand side.

Make sure the Server address is set correctly and free of typing mistakes, Click Here To Retrieve

Please note:

• server-address.streamvia.com is NOT a valid server address, use the link above to retrieve
• Set a UK server address for UK sites, USA for USA sites, etc

Step 6
Click Apply bottom right-hand corner of the screen, to save the changes. Then attempt to Connect the VPN again.

Step 1
Click OK

Step 2
Click the Apple icon top-left, then select System Preferences

Step 3
Click on Network from the System Preferences window

Step 4
Make sure your VPN connection that is failing to connect, is selected in the list on the left-hand side.

Step 5
Click Authentication Settings, configure as follows, then click OK

• Machine Authentication, Shared Secret: streamvia (all lowercase)

Step 6
Click Apply bottom right-hand corner of the screen, to save the changes. Then attempt to Connect the VPN again.