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Soon by Bullcat. 21-10-2010

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Support   |   Faq

Q: How does a VPN work? What are the benefits?
A: A VPN is a secure encrypted connection between your computer and one of our servers. Once connected you are assigned a new IP address. By using a VPN (Virtual Private Network) account that we provide, you will be able to access the internet through a secure encrypted connection to our servers and bypass ISP restrictions / censorship. The service is easily set up on most computers your data is sent via a so called encrypted "Private Tunnel" to our servers. A VPN Service provides an Anonymous, Private and Secure Internet connection. VPNaccounts.com is a leader in anonymous web surfing solutions. many people don't realize and understand the importance of anti-spyware and anonymous surfing programs that protect your online identity.

Q: Are there any system requirements? How do I configure my computer?
A: Our service will work with computers running on Windows 2000/XP/Vista & MAC OS X. No software is required to use our VPN service as we utilize the VPN feature already in your computer operating system. Once you signup, we will send you all the VPN account information required to set up a connection to one of our VPN servers. You will follow some simply instruction to set up the vpn and enter the login details that we will email you once payment clears. NO installation required!!

Q: Do you block users from accessing torrent Sites & P2P software?
A: Good question! Yes & Yes! For legal complications that could arise, as a user you will not be able to access torrent sites and use the service to download files with a P2P software because we block them on our network. If you are wanting a VPN to hide your IP and save your self from IPRED this is not going to help. What would happen is that we would be receive the warning and not you since we would be registered on the IP that is being abused!

Q: Will I need an internet connection? Does it increase the speed of my internet connection?
A: In order to use our serviced you will need to have Dial Up, Cable, DSL, Satellite etc. Once connected the speed of your internet connection can NOT be faster than your existing connection with your Internet Service Provider. Because of encryption decryption you may notice a small decrease in speed but nothing noticable.

Q: I can't connect to the server. What should I try first?
A: If you are unable to connect to the VPN server here are some quick things to consider.
(1) Type account details don't copy and paste and note the CAPS in the password if any.
(2) Try both L2TP IPsec & PPTP. With L2TP IPsec you will need to use a preshared key stated in the welcome email.
(3) Delete the VPN Connection from your computer and recreate it.
(4) Reboot the computer and restart the modem/router.
(5)Please check the router settings and make sure TCP Port 1723, IP Protocol 47 (GRE) are opened. The router should have "PPTP Pass-through enabled".
(6) Disable/configure firewall such as Norton, Zone alarm, onecare by adding the server IP to the "trusted" list.

Q: I can connect to the VPN server but i can't browse the interent?
A: What you are experiencing is most likely a DNS related issue. While connected to the VPN, flush the DNS. If you do not know how, contact us and we will inform you. Example in Windows XP, go to Start > Run > Type CMD and press enter. Type the following one at a time and hit enter: ipconfig /flushdns ipconfig /release all & ipconfig /renew all. The Microsoft Windows ARP cache may occasionally become corrupt and needs to be cleared. The first symptom you are likely to notice is that connections to web pages will time out and fail. In command prompt type the following and hit enter: netsh interface ip delete arpcache

Q: Why do I get VPN Error 678?
A: Error 678 us related to modem / router / network connection and mostly caused by a network cable is disconnected, The modem has been disabled, The modem drivers are corrupted, Spyware is running on the computer and is interfering with the connection, Winsock has to be repaired, or Third-party firewall software is blocking the connection. The solution is to restart the modem or router and computer, Uninstall and re-install the modem or router driver if applicable, Delete the VPN connection file and re-create noth PPTP and L2TP IPsec VPN, Temporarily disable the firewall.

Q: I get VPN Error 691, how do I resolve the VPN issue?
A: If you are getting error 691 it is most probably due to the user name or password is incorrect, another computer is already connected with the same account, your router supports only 1 vpn connections and someone else is already connected, or the account may have expired and is now disabled. Therefore, make sure that you enter your user name and password exactly as displayed in the welcome e-mail. If you're certain that no other computer is connected, wait a few minutes and then try to connect again. Also, please make sure the Include Windows logon domain check box is unchecked in the Options tab of the connection's Properties dialog box.

Q: Why am I gettting VPN Error 721?
A: If you are getting error 721 please check the router settings and make sure TCP Port 1723, IP Protocol 47 (GRE) are opened by enabling PPTP Pass-through on the router. Make sure no firewall (Windows or other) blocking the traffic. Then try again using the login details given to you. You may want to try L2TP IPsec VPN too before contacting us! When setting up L2TP IPsec, dont forget to use the preshared key we provided in the welcome email. A new IP would also solve the issue.

Q: Why am i getting VPN Error 789 when trying to conenct with L2TP IPsec VPN?
A: For some reason, "IKE and AuthIP IPsec Keying Modules", "Routing and Remote Access service" and "IPsec Policy Agent" services might have gotten disabled or stopped on your computer. Click on Start > Type services.msc in the search box and press enter. On Vista you might be prompted by a UAC box. Click continue. Browse the list and find the above. In the "status" column it should state "started" but if it does not say "started" Right click the service and click restart. Right click and click properties. For "startup type" choose "automatic" and save. Alternatively, you can do it from commnad prompt. Type the following one at a time, check spelling and press enter. net stop policyagent, net start policyagent, net stop ikeext, net start ikeext, net stop remoteaccess, net start remoteaccess

Q: Why am i getting VPN Error 619?
A: You may need to reset the TCP IP Stack on the Windows machine! Some more info

If you receive an "Error 619", try this:
(1) Click Start, then run.
(2) Type 'cmd' and press enter
(3) A black box should open up (Command Prompt), at this point type in and press enter: netsh int ip reset reset.txt

Q: Internet seems slow or I get disconnected. What can I do?
A: Changinf MTU value for Windows computers Adjust MTU settings
We would recommend adjusting the MTU setting to 1372. http://support.microsoft.com/kb/826159 you will find a section that states "Change the MTU Settings for VPN Connections" or http://help.expedient.com/broadband/mtu.shtml

Changing MTU value For Mac computers We would recommend adjusting the MTU setting to 1372. http://docs.info.apple.com/article.html?artnum=303192

This is most often solved by adjusting the MTU settings on your computer. Adjust to 1372. Please also make sure you have a good internet connection signal. A weak connection can affect the VPN stability.

Q: Why do I get Disconnected after about 1 Minute?
A: This could happen but it is not very common. Please check your firewall settings on router and computer. Disable the firewall and test again. If you are on a wireless network, try using a cable and see if you still have an issue.

Q: Windows Vista with Live OneCare installed - It can blocks VPN
A: Windows Live OneCare replaces the existing built-in firewall and although applications are enabled by default for communication, certain required ports aren't. Thus, when you attempt to create a VPN connection to a network, the process will appear to hang, then fail, at the username and password authentication stage. To resolve the problem, perform these steps:
(1) Start the Windows Live OneCare console (right-click the OneCare taskbar icon, which is normally a green circle with 1 in it, and select "Open Windows Live OneCare").
(2) On the left side of the OneCare dialog box under Other Tasks, click the "View or change settings" link.
(3) On the "Windows Live OneCare Settings" dialog box, select the Firewall tab.
(4) Click the "Advanced settings" button.
(5) Select the "Ports and Protocols" tab on the "Advanced settings" dialog box.
(6) Select the "VPN - General Routing Encapsulation (GRE)" check box.
(7) Click OK to all open dialog boxes. The VPN connection should now work

Q: Norton with Internet Security - Could Block VPN
A: Very common cause for VPN connectivity issues can be traced to software firewall products. These instructions will permit your software firewall to connect to our VPN server. Adding an exception to Norton Anti-Virus with Internet Security can be achieved by following this procedure.
(1) Begin by opening the Norton program window by double clicking on the icon in your system tray (in the lower right of your screen near your clock).
(2) Next, you will need to click on Options and then Norton Internet Security
(3) You will need to click on Personal Firewall and Trust Control and then click on the Trusted tab. Click the Add button.
(4) Add the IP address for the VPN server. Next, Click the Ok button
(5) Lastly, click the OK button to apply the settings. After closing the Security Center, you should now be able to connect to the VPN.

Q: Mcafee Plus Internet Security - Could Block VPN
A: A very common cause for VPN connectivity issues can be traced to software firewall products. These instructions will permit your software firewall to connect to our VPN server. Adding an exception to Mcafee Anti-Virus Plus can be achieved by following this procedure.
(1) Begin by opening the mcafee security center by right clicking on the Mcafee icon near the system tray (the clock in the lower right of the screen.) You will need to click on Advanced Menu.
(2) On the left panel of Mcafee Security Center. Click Configure, then Internet & Network. Afterwards, click the Advanced button
(3) On the left hand side of the window, select Trusted and Banned IPs & Click Add
(4) Add a single IP address, th server IP address. In the description field, you can add any description you would like to describe the connection. When you are done, click the OK button. After closing the Security Center, you should now be able to connect to the VPN.

Q: VPN Trying to connect when you do NOT want it to
A: Very rare but if the vpn is trying yo dial a connection and every time you cancel it tries again please do the following:
(1) Go to Start and then to Control Panel
(2) Go to Network Connections
(3) Click the 'Advanced' pull down menu from the top menu bar.
(4) Select the 'Advanced Settings...' selection
(5) Choose the 'Adapters and Bindings' tab.
(6) In the 'Connections' box, move your '[Remote Access connections]' to the bottom of the box.

Q: Other questions?
A: If you got questions about your account you can email us at support@bullcat.nl with a description of the problem. You're problem will be assigned a ticket number from our automated ticket system, one of our support employees will handle this ticket as soon as possible.