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.
Download Tunnelblick, using the link below:
Double-click the file you downloaded and you should see a screen like the below, double-click again on Tunnelblick to begin the install
You may see a screen like the below, depending on your version of macOS, if you do click Open. If not, skip to the next step.
You may see a screen like the below, depending on your version of macOS, if you do enter your macOS Username and Password then click OK. If not, skip to the next step.
Once installed click I have configuration files
Next, we're going to install the StreamVia configuration files, click OK
Download the StreamVia Configuration Files, using the link below:
Find the zip file you downloaded above, typically in your Downloads folder, then double-click it to extract the Configuration Files
Double-click the StreamVia_Tunnelblick_Config folder that was extracted
You will now see all of the StreamVia Configuration files - named SV-xxxxx-xxxxx.tblk - you need to install the locations you want to appear to be in (dependant on the package purchased), for example to appear to be in the UK install UK options.
Select or highlight as shown, the option or multiple options, we recommend you select ALL options for your chosen country, that you wish to install.
Drag (press and hold the mouse button) the selected options up to the Tunnelblick icon in your menu bar, as shown at the top of the screen, when hovering over the tunnel icon release the mouse button.
Repeat this step as necessary to import additional options, although it is usually easiest to select all the options you require, then drag them all at once (whilst all being highlighted/selected).
Select Apply to all if you are importing multiple options at once, then click Only Me
If prompted with a screen like the below, enter your macOS Username and Password. This is not your StreamVia VPN username/password. Click OK.
Click the tunnel icon in the top right of your screen and select an option you wish to connect.
We recommend you import *all* options shown for your chosen country, i.e *all* UK options, to allow you to experiment to see which works best for you. What works best for one user, may not work best for another. So please experiment.
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. Enable Save in keychain for both fields, then, click OK
When successfully connected the tunnel icon in the top right-hand corner will stop flashing/pulsing and remain solid:
Click the tunnel icon again and select Disconnect when you are finished using the VPN. Please note, to connect another VPN you must first disconnect any connected VPNs first.
Please make sure you experiment with the Option 1 and Option 2 options, including Port 1 & Port 2, you may also see Location 1 and Location 2 these are different VPN locations, with different network connections, so you may find that one provides a better connection than the other.
To install additional VPN profiles/locations/options repeat Step 10 onwards.
To try another connection, first disconnect any that are already connected - you should have only 1 active VPN at a time.
Overview of the process in a YouTube walk-through-video below, text-only instructions (including common errors/resolutions) below the walk-through-video.
Load Tunnelblick and attempt to connect a VPN, by going to the tunnel icon and selecting an option. Please complete this even if you know it will fail, we need to ensure there is an entry in the log file
Please complete this even if you know it will fail
This time click VPN Details from the tunnel icon menu
On the left-hand side, under the heading Configurations select the VPN that you tried to connect above
In the middle window you can see the log file, to send the log to StreamVia Support simply click the Copy Log to Clipboard. Then paste this in an email to StreamVia Support or into a support ticket via our website. You may also be able to find the problem using the information below.
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.
tun.kext failed to load - (libkern/kext).... tun.kext failed to load - (libkern/kext).... tun.kext failed to load - (libkern/kext).... Error: Unable to load net.tunnelblick.tun.....Status = 71
You have other VPN software running, please restart your computer and only load our version of Tunnelblick.
Tunnelblick installer: easy-rsa installation failed Exiting
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 ;)
Faster vs Reliable
Please ensure you experiment with both, whilst Faster has the capability of being faster than Reliable there are some cases when Reliable can actually work out best for you.
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.
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:
Open the below link for a list of available port numbers, you will need this below
Please make sure the VPN is currently disconnected. Click the tunnel icon in the top right of your screen, then VPN Details
Select the profile that you wish to modify, then click the cog-like button (shown by the 2nd arrow), then Edit OpenVPN Configuration File
If prompted, click Unprotect and modify
Find the line that is indicated below, remote zxy.abc.streamvia.com 1194 note the red line
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
Click File in the menu bar at the top, then Save
Close the notepad/text edit window, then try to connect the modified VPN. If it fails, please try another port number. Please make sure you experiment with Faster and Reliable port changes.
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.
Please see the L2TP or PPTP guides if you wish to share the VPN to another device, first install L2TP or PPTP then follow the sharing guide on those pages.