Overview of the process in a YouTube walk-through-video below, text-only instructions (including common errors/resolutions) below the walk-through-video.
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
Repeat the above process but this time click View Log
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.
Blocking DNS Failed
Restart the computer, 99% of the time this means a Windows service that is required is not started. It will be started again automatically the next time your computer restarts/starts up.
If not working after a restart, please provide the full log to our Support team in an email.
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.
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.
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
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
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:
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: 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.
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 ;)
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.
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. Right click on the 2 red computer screens, in the bottom right
Select a VPN option and then click Edit Config
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
Close the notepad window and save when prompted.
Try to connect the now modified connection
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.