Status : Unprotected
Your ISP : Lorem ipsum
Your IP Address : 219.91.237.100

Troubleshooting

Welcome to the troubleshooting section of our knowledge base. Welcome to the troubleshooting section of our knowledge base.

Error 691

  • Make sure that you entered your correct login credentials.
  • Make sure that the Caps Lock button is not on.
  • Make sure your snugvpn account is current.

Error 809

Error 809 on Windows

In order to fix “Error 809” on Windows, you will need to edit the Windows registry. In order to do so, please follow these steps:

  • Make sure to login to your computer with administrator privileges.
  • Click the “Start” button or the Windows logo at the bottom left of your screen. Now you will either see a “Run” button or a “Type to Search” input box. Either way type in “regedit” and press enter.
  • Loca the following key: “HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\PolicyAgent”.
  • Right-click and create a new DWORD value (32-bit).
  • Type: “AssumeUDPEncapsulationContextOnSendRule” and click save.
  • Now modify the new entry and change the value data from “0” to “2”.
  • Lastly, reboot your computer and try connecting to snugvpn.

Error 812

If you see Error 812 on Windows try one of the following:

  • Try switching between protocols e.g. L2TP, PPTP, SSTP, OpenVPN TCP & UDP.
  • Try switching servers or cities.

I just installed the Windows APP and I can no longer connect to the Internet

If you just installed the internet and are now unable to connect the internet your DNS settings may have been dropped.

Do not fear because this problem is easy to fix. All you have to do is to set up your DNS server on your Network adapter.

We recommend two DNS servers:

Google DNS Servers

  • 8.8.8.8
  • 8.8.4.4

Open DNS

  • 208.67.222.222
  • 208.67.220.220

My IP address does not change after I connect to snugvpn

Note this anser only applies if you are connecting to snugvpn using OpenVPN 1.x

This sometimes happens when you are using OpenVPN on your Windows computer and do not have administrative privileges. Without administrative privileges, your computer ignores the VPN connection and is unable to change the IP address.

In order to fix the problem, you will have to manually set OpenVPN’s executable to run with administrative privileges.

On 32 Bit systems: the file you need to edit is located in “c:\Program Files\OpenVPN\bin”

On 64 Bit systems: the file you need to edit is located in “c:\Program Files (x86)\OpenVPN\bin”

Visit that folder and locate a file named “openvpn-gui-1.0.3.exe”. Once located,right-click the file and click on “Properties”.

You should now be presented with a window containg alot of tabs. Select the “Compatibility” tab.

Toward the bottom you will see a checkbox titled “Run this program as an administrator”. Check that box and click “OK”.

Restart OpenVPN and you should be good to go.

Unable to connect

Unable to connect on Windows

  • Make sure you are using your correct login credentials.
  • Try switching servers or locations.
  • Try switching protocols e.g. OpenVPN TCP/UDP, L2TP, SSTP, IKEv2, PPTP.
  • Certain third-party anti-virus or firewall software interferes with VPN usage. Try temporarily disabling your antivirus and firewall software and try connecting via snugvpn again. If this resolved the issue, make sure to allow PPTP, L2TP and IPSec to pass through your third party Anti-Virus / Firewall product. Do not forget to re-enable your third-party anti-virus / firewall product.
  • If you are connecting through a Wi-Fi router that is under your control, login to your router with administrative privileges and make sure you enable PPTP, L2PP and IPSec “pass- through” option. These are usually found under either a “Security” or “Firewall” tab. Please refer to your router documentation if you are unable to find the “pass-through” options.

I experience frequent disconnections on my Mac

If you are experiencing frequent disconnections, you may want to try the following:

  • Try switching protocols to see if that fixes the issue. E.g. Try switching between L2TP, SSTP, and IKEv2.
  • Try switching servers. Sometimes a server might be too busy or experience problems.
  • If neither of the above help it is likely that the issue resides with your router or firewall. Try disabling any firewalls temporarily first and try again. If this work, then you have to adjust your firewall settings. Refer to your firewall’s documentation in order to make adjustments.

My connection is slow on my Mac

If you experience a slow connection you may want to try one of the following solutions:

  • Try switching protocols e.g. L2TP/SSTP.
  • Try switching servers.
  • Try connecting to servers that are closer to you. For example, if you are located in LA, use an LA server. If you want to go with an international server and are located in LA, then pick something close to you such as Canada or Mexcico

If you are unsure how to test your speed, you can use this free speed testing solution: Just visit http://www.speedtest.net .

My IP address does not change after I connect to snugvpn from my Mac

If you are having trouble connecting to SnugVPN using our Mac app, try one of the following:

  • Try changing your DNS Settings. You can use Google’s DNS servers for free. Those are 8.8.8.8 and 8.8.4.4.
  • Try to connect to different servers.
  • If the issue persists, try and disable IPv6 on your Mac and try and reconnect. This should resolve the issue.

The snugvpn L2TP server is not responding when connecting from my Mac

If you are having trouble connecting to our L2TP server from your Mac try one of the following solutions below:

  • Try switching to a different server.
  • Try swiching between SSTP and IKEv2 Protocols.
  • If you are using a Wi-Fi router, make sure you enable PPTP/P2TP pass-through on your router. Please refer to your router’s documentaion.

I experience frequent disconnections

If you are experiencing frequent disconnections, you may want to try the following:

  • Try switching protocols to see if that fixes the issue.
  • Try switching servers. Sometimes a server might be too busy or experience problems.
  • If neither of the above help it is likely that the issue resides with your router or firewall. Try disabling any firewalls temporarily first and try again. If this work, then you have to adjust your firewall settings. Refer to your firewall’s documentation in order to make adjustments.

I have trouble connecting to SnugVPN

If you are having trouble connecting to SnugVPN using our iOS app, try one of the following:

  • Try switching protocols to see if that fixes the issue.
  • If neither of the above help it is likely that the issue resides with your router or firewall. Try disabling any firewalls temporarily first and try again. If this work, then you have to adjust your firewall settings. Refer to your firewall’s documentation in order to make adjustments.
  • Try changing your DNS Settings. You can use Google’s DNS servers for free. Those are 8.8.8.8 and 8.8.4.4.
  • If the issue persists, try to connect to different servers.

My connection is slow

If you experience a slow connection you may want to try one of the following solutions:

  • Try switching protocols.
  • Try switching servers.
  • Try disabling the firewall on both your router and your modem (if you have both).
  • Try connecting to servers that are closer to you. For example, if you are located in LA, use an LA server. If you want to go with an international server and are located in LA, then pick something close to you such as Canada or Mexcico

If you are unsure how to test your speed, you can use this free speed testing solution: Just visit http://www.speedtest.net .

I experience frequent disconnections

If you are experiencing frequent disconnections, you may want to try the following:

  • Try switching protocols to see if that fixes the issue. E.g. Try switching between TCP and UDP.
  • Try switching servers. Sometimes a server might be too busy or experience problems.
  • If neither of the above help it is likely that the issue resides with your router or firewall. Try disabling any firewalls temporarily first and try again. If this work, then you have to adjust your firewall settings. Refer to your firewall’s documentation in order to make adjustments.

I am unable to connect to SnugVPN on my Android App

If you are unable to connect to snugvpn on your Android App, please try some of the following solutions:

  • Try switching between TCP and UDP protocols.
  • Visit your App’s settings page and try to enable the “Multi Port” option.
  • If the issue keeps persisting, please try switching to a different server.

My connection is slow

If you experience a slow connection you may want to try one of the following solutions:

  • Try switching protocols UDP and TCP.
  • Try switching servers.
  • Try disabling the firewall on both your router and your modem (if you have both).
  • Try connecting to servers that are closer to you. For example, if you are located in LA, use an LA server. If you want to go with an international server and are located in LA, then pick something close to you such as Canada or Mexcico
  • Try switching to other protocols such as PPTP and L2TP. In order to do this, you will have to configure your VPN connection manually.

If you are unsure how to test your speed, you can use this free speed testing solution: Just visit http://www.speedtest.net .

My connection is stuck waiting for the server to reply.

My connection is stuck waiting for the server to reply (Android only issue)

Sometimes on the rare occasion you may find your connection being stuck waiting for the server to reply. If this happens, please try the following:

  • Try switching between UDP and TCP protocols.

My IP address does not change after I connect to snugvpn

If your IP address does not change after connecting to snugvpn, try one of the following:

  • Try changing your DNS Settings. You can use Google’s DNS servers for free. Those are 8.8.8.8 and 8.8.4.4.

As soon as I connect to snugvpn via my router I lose my connection.

If you lose your internet connection right after connecting to snugvpn via your router, try one of the following:

  • The main reason for this that you may have your router setup as a modem. It is not possible to configure a VPN on your ISP’s modem/router. The reason behind this is that you will lose your internet connection as soon as you change your WAN settings because you cannot configure 2 connections on the same router at the same time.

I am able to connect to snugvpn but my IP address does not change.

If you are able to successfully connect to snugvpn but your IP address does not change, try one of the following:

  • Try changing your DNS Settings. You can use Google’s DNS servers for free. Those are 8.8.8.8 and 8.8.4.4.

Do not forget to change your settings and reboot your router.

I am unable to browse the internet

If you are unable to browse or connect to the internet after setting up your router, try one of the following:

  • Try changing your DNS Settings. You can use Google’s DNS servers for free. Those are 8.8.8.8 and 8.8.4.4.

Do not forget to change your settings and reboot your router.

I am unable to connect using my router.

If you are unable to connect to snugvpn using your router, try one of the following to try and resolve the issue:

  • Try swithing Protocols Try OpenVPN if PPTP is not working and vice versa.
  • Try temporarily disabling the firewall on your ISP’s modem/router.

Double-check that your router actually supports either OpenVPN or PPTP. Your router may be setup as a modem. It is not possible to configure a VPN on your ISP’s modem/router. The reason behind this is that you will lose your internet connection as soon as you change your WAN settings because you cannot configure 2 connections on the same router at the same time.

I expect frequent disconnections when connection to snugvpn via my router

If you are experiencing frequent disconnects when connecting to snugvpn via your router, try one of the following:

  • Try disabling the firewall on your ISP modem/router if you have one.
  • Try switching protocols from OpenVPN to PPTP and vice versa.
  • Try picking a different server to connect to.

My connection is slow when using my router

If you experience a slow connection you may want to try one of the following solutions:

  • Try disabling the firewall on your primary router (The modem that was provided to you by your ISP).
  • Try switching servers.
  • Try switching protocols e.g. PPTP vs OpenVPN.
  • Try connecting to servers that are closer to you. For example, if you are located in LA, use an LA server. If you want to go with an international server and are located in LA, then pick something close to you such as Canada or Mexcico

If you are unsure how to test your speed, you can use this free speed testing solution: Just visit http://www.speedtest.net .