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Problems

Common Problems

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. Use password retrieved above for OpenVPN
    • Copy and paste the username/password retrieved from My Services to reduce the change of error, it is case sensitive
    • Go to the Configure VPN menu, choose Edit, paste in the correct password
    • Connect again




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
  • 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 ;)


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:



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.



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