Troubleshooting

Top Reasons You Can’t Connect to your VPN

This page provides are overview of some of the most common reasons our customers are unable to connect to our VPN service. Authentication (username/password) issues - Please read the article on how to fix authentication issues to ensure that you are entering the correct username and password. Software firewall blocking connection - The easiest way to test if the firewall is blocking with your VPN connection is to disable it and try connecting again. If the VPN connects whilst the firewall is disabled you'll need to setup an exception in order to use the VPN while the firewall is running. The procedure for this will vary depending on your firewall software, please consult your vendors manual or support forum. In some cases customers have had success completely unisntalling the firewall and then reinstalling it whilst the VPN is connected. Server unreachable - Are you able to reach the server from your current location? You can do this by opening a command prompt (cmd.exe on Windows) or a terminal window on Mac/Linux and typing 'ping' followed by the server name. Conflicting software/software misconfiguration - By installing the software on a 2nd PC (or a friends) you can quickly eliminate any possibility ...
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VPN Speed Guide – How to maximize

Why is my VPN slower that I expect? The internet is a very dynamic network with millions of interconnecting devices and routers which can get heavily overloaded at random and predictable times. When connecting through a VPN service, you are extending the connection and number of routes your data is required to pass through and there will inevitably be some slowdown compared to your raw connection speed. Secondly encryption slows down everything. We use highly secure AES-256bit encryption which requires a fair amount of processing speed. The faster your device's processers are the closer to your raw connection speed you will attain. Don't rely too heavily on online speed tests as they only provide a small snapshot in time. See why Purchase-VPN.Com is the fastest VPN for more information on how VPN speed should be measured. What can I do to speed it up? Connect to a different server. Choosing a VPN gateway closest to you will usually provide the best balance of speed and low latency but due to dynamic nature of the Internet as discussed above, you may find that another server a bit further away will be faster. Some ISP's connect to the Internet at points closer ...
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How to Fix – Authentication Failure

You are required to enter a valid Purchase-VPN.Com username and password to connect to the VPN service. Solution Please check that you are entering your VPN username and password exactly as you received them in the email you received from Purchase-VPN with subject "Purchase-VPN.Com Setup Instructions". Please check that your VPN username begins with the letters 'Purchase-VPN'. Your VPN username and password is different to your client area username and password that you entered during singup. Please check that the password is entered in the correct case i.e. 'Hello' is not the same as 'hello'. Please check that there are no spaces before or after the password. If you are still unable to connect, please change your VPN password and try connecting again. If you are still unable to connect, your account is most likely disabled/suspended. Please verify that your account is active by reviewing your services and look under the 'status' column. If your account has been suspended, pay your latest invoice and the account will be automatically unsuspended ...
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How to Fix – TLS Key Negotiaion Failed to Occur

Please attempt the following solutions in order; Solution Your ISP or national firewall may be filtering out OpenVPN packets on UDP (port 2049). Connect to one of the TCP mode servers (right click the Purhchase-VPN tray icon and select a server which ends with 'TCP mode'). The 'TCP mode' servers use port 443 which is very unlikely to be blocked as it a standard port used for secure web services. Your router or a software firewall on your PC may be filtering connections on port 2049. Temporarily disable your firewall to check if your firewall is blocking the traffic. Some customers have found it necessary to completely uninstall the firewall software followed by connecting and reinstallation. In rare cases the windows firewall may be blocking access to the openvpn.exe binary. Whitelist (add it to the "Exceptions" list) it for OpenVPN to work. If the above solutions do not work then it is likely that you are located on a network which is blocking access to our VPN servers ...
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