Support FAQ

Anonymous Surfing Configuration Guides

• Recommended:  Automatic Installer for Windows Guide PPTP/L2TP/SSTP
• How to set up on Windows 8?
• How to set up on Windows Vista?
• How to set up on Windows XP?
• How to set up Windows 7?
• How to set up on Linux?
• How to set up on MacOS?
• How to set up on MacOS 10.4 Tiger?
• How to set up on the iPhone?
• How to set up on Android?
• How to set up on router: D-Link Dl-524

OpenVPN Configuration Guides?

• How to set up OpenVPN on Windows?
• How to set up OpenVPN on Linux?
• How to set up OpenVPN on Mac?
• How to set up OpenVPN on iPhone, iPad?
• How to set up OpenVPN on Android? NEW

I am getting error 691.

• If you have free trial you have probably reached the limit of 5 session per day.
• Your VPN service is not active.
• You have used wrong username or password.
• Rarely this can be caused by ISP restrictions.

1. Log in to the Members Area and check whether your service is active.
2. Be sure that you use the correct username and password. The username normally looks like xxx@secureanonymoussurfing.com (its not your personal email address).
3. If you are not sure about your password you can generate a new one HERE.
4. If the previous steps didn't help, please contact us

I am getting error 800.

• Connecting from China? Please go HERE.

• Some firewall between you and our VPN servers blocks the PPTP VPN connection - TCP port 1723 or GRE protocol.
• You have disabled "VPN passthrough" option in your router / modem / wireless device.
• PPTP VPN is blocked by your ISP.
• Bug in Windows system or ADSL/NAT/WIRELESS router.

1. Try to connect to all of the available VPN servers. You can find list of our servers in your Members Area
2. Be sure that you have enabled the "VPN passthrough" option in your modem / router / wireless device configuration.
3. Reboot your computer and reboot your modem / router / wireless devices and be sure that the latest firmware is installed. Then try to connect.
4. Disable your Windows Firewall or Norton Antivirus or another software which could block GRE protocol or port TCP 1723. Then try to connect.
5. Remove your VPN connection from Windows, reboot your computer and configure the VPN connection again. Again try to connect.
6. Try to connect directly without the router. Try to connect on different internet connection or from different computer / system.

Still doesn't work?

• If you have Windows 7 or Windows 8, then try SSTP VPN protocol: Unblock VPN SSTP Installer for Windows Guide
• If you have Windows Vista, Windows 7 or Windows 8, then try L2TP/IPSec VPN protocol: Unblock VPN L2TP/IPSec Installer for Windows Guide
• Otherwise use the OpenVPN protocol which we provide on non-standard ports 80 (HTTP) and 443 (HTTPS) and it should work to you: How to set up OpenVPN on Windows?

I can't connect from China.

• The VPN server hostname - domain may be blocked

1. You will need to get IP address of VPN server which you want connect to. Go to the Member Area and find the VPN server list. Once you find the server you want connect to, then you can get IP address of the server for example HERE (fill the server address and get the IP of the VPN server)
2. Once you have the server IP address, modify your VPN client configuration and change server address from hostname to IP address. Simply use IP as a server address.

• Need assistance? Please contact us we will help you!

I cannot establish a connection just after registration. Why?

You have not activated any service on your account.

Once you have successfully registered your SecureAnonymousSurfing account, you have to login to the MEMBERS AREA and purchase your service or activate the FREE Trial for testing.

I cannot establish the standard PPTP connection. Why?

• Some firewall between you and our servers blocks the PPTP VPN connection - TCP port 1723 or GRE protocol.
• You have disabled "VPN passthrough" option in your ADSL/WIRELESS/NAT router.
• PPTP VPN is blocked by your ISP.
• Bug in Windows system or ADSL/NAT/WIRELESS router.

Try to follow these steps:

1. Disable your Windows Firewall or Norton Antivirus or other software which could block GRE protocol or port TCP 1723. Then try to connect.
2. If it still doesn't work then remove your VPN connection from Windows, reboot your computer and configure VPN connection again. Be sure that latest Windows update is installed. Again try to connect.
3. If it still doesn't work then reboot your ADSL/NAT/WIRELESS router. Be sure that the latest firmware is installed. Try to connect.
4. If this still doesn't work be sure that you have enabled the "VPN passthrough" option in your ADSL/WIRELESS/NAT router configuration.
5. Most likely your ISP is blocking VPN . Use our OpenVPN solution which we provide on non-standard ports 80 (HTTP) and 443 (HTTPS). Please follow the OpenVPN guides on the top of this page

I am not able to access any web pages once the VPN connection is established.

You have bad configured DNS server.

Normally your the DNS server is configured automatically. You can check if you are able to ping any Internet IP address (not hostname). If you are able to ping IP addresses but can not access any web pages, then change your static DNS server. We recommend to use Google Public DNS

Where to download latest firmware for UAE ADSL modems (Aztech)?

A firmware update can fix some errors in ADSL modems Aztech. The most common reason why your VPN connection doesn't work is a bad configured ADSL modem (ADSL/NAT/WIRELESS router). If your VPN doesn't work, you can simply reboot the router by switching the power OFF and ON again.

Latest firmware for Aztech modems used in UAE can be downloaded at: http://www.aztech.com/Support/drivers.html

Also don't forget to enable VPN passthrough option in your ADSL modem!

I am getting a VPN ERROR when trying to connect.

• Some firewall between you and our servers blocks the PPTP VPN connection - TCP port 1723 or GRE protocol.
• You have disabled "VPN passthrough" option in your ADSL/WIRELESS/NAT router.
• PPTP VPN is blocked by your ISP.
• Bug in Windows system or ADSL/NAT/WIRELESS router.

Try to follow next steps:

1. Disable your Windows Firewall or Norton Antivirus or any other software which could block GRE protocol or port TCP 1723. Then try to connect.
2. If it still doesn't work then remove your VPN connection from Windows, reboot your computer and configure VPN connection again. Be sure that latest Windows update is installed. Again try to connect.
3. If it still doesn't work then reboot your ADSL/NAT/WIRELESS router. Be sure that the latest firmware is installed. Try to connect.
4. If it still doesn't work be sure that you have enabled the "VPN passthrough" option in your ADSL/WIRELESS/NAT router configuration.
5. Most likely your ISP is blocking VPN ports. Use the OpenVPN solution which we provide on non-standard ports 80 (HTTP) and 443 (HTTPS). Please follow the OpenVPN guides at Support page

I have successfully connected using OpenVPN but IP address doesn't change and I am not able to access blocked online services.

You have a wrong configured  routing table. Your traffic is not routed through the VPN tunnel. OpenVPN program has no administrator privileges to be able change route table.

Normally your routing table is changed automatically by "redirect-gateway" command at the OpenVPN configuration file just after the connection is established. It requires openvpn.exe and openvpn-gui-x.x.x.exe running with administrator privileges to be able to change your routing table. In Windows VISTA please right click on openvpn.exe file, choose "compatibility" tab and check in the "Run as Administrator" checkbox. If you need any assistance, please contact us.

I am not able to access any web pages once the OpenVPN connection is established.

You have wrong configured your DNS server.

Normally your the DNS server is configured automatically. You can check if you are able to ping any Internet IP address (not hostname). If you are able to ping IP addresses but can not access any web pages, then change your static DNS server. We recommend to use Google Public DNS

Follow these setup instructions

Why can't I send emails?

Due to high amount of infected Windows computers and SPAM we had to block outgoing SMTP (TCP port 25) connections on our VPN servers for all dynamic IP VPN customers.

Once your computer is infected by virus, it sends SPAM emails and it may cause termination of your VPN service as it is violation of terms of service.

That's why you should keep your computer clean of viruses. We block outgoing SMTP (TCP port 25) connections by default.

Most famous free email services (gmail, yahoo, hotmail etc.) provide their SMTP servers also on SSL port TCP 465 which is more secure and this port is not widely used by viruses for sending spam.

If you need to send emails from your email client (Outlook etc.), then just change your SMTP server settings to use SSL SMTP on port 465. Of course we know that sometimes it is necessary for you to use SMTP port 25.

In this case please contact us, we will enable SMTP connections on your account.

From which countries I can get an IP address?

The IP address that you will get depends on the server country location. Now you can choose from following VPN servers and Countries:

• United Kingdom
• USA
• Sweden
• Holland
• Czech Republic (Prague)
• Slovakia (Bratislava)

More anonymous VPN servers will be added over time.

How can I change my dedicated IP address and server location?

You can change your dedicated IP address and also server location at the Member Area.

What is the difference between Dynamic and Dedicated IP?

When you connect the our server will give you Public IP address which will be automatically chosen from a currently free IP address list on that server. This IP address is not shared and you can use it until you disconnect your connection. You can always use all 655535 ports. Next time you connect to the server the IP address may change to another one. With the dynamic IP plan you can connect to any available server and you can change the server anytime you wish, but only one connection can be established at the same time with one SecureAnonymousSurfing account.

We will give you a dedicated IP which will be always static. Whenever you connect the VPN you will always get the same IP address. If you purchase SecureAnonymousSurfing.com with a dedicated IP, you can find your dedicated IP address in your Members Area.

Please mind that the IP address always belongs to only one server so it will work only on the exact server and you will not be able to change VPN server anytime you want.

Dedicated IP can be useful if you need some of your computers to be accessible remotely. For example you can setup a WEB or FTP server on your computer and anyone from the Internet can access your computer remotely without asking you all the time about the active IP address.

I can not access BBC iPlayer and other UK resources.

• You are connecting to different server than our UK server.
• Only our UK server allows you to access UK resources like BBC iPlayer, Last.fm, etc.

Try to follow these steps:

1. Configure your client to our United Kingdom VPN server address.
2. You can find all available VPN servers and addresses in our Members Area

How to keep my Dedicated IP unchanged when renewing my service?

If you wish to keep your current dedicated IP unchanged, then you have to purchase your membership before the date when your dedicated IP service expires.

For example let's say that your dedicated service expires on 2009-09-10. So you can log in to the Members Area anytime before this date and make a purchase (31, 93, 186, 365 days). The new period will be added to your currently running period (it will start from 2009-09-11), so you will not loose any day of your service and the same IP address will be assigned to your account.

In the case that your service would expire without any purchase of next period, then your currently used dedicated IP will be freed for other users.

How does the Free Trial works? Why are there some restrictions?

• Free Trial is only for testing. Due to abuse we had to implement some limitations.
• Every new registered user can test before he or she makes a payment.
• It is possible to use it for 1 day from activation date.
• Session time is limited to 5 minutes, after you will be disconnected.
• Maximum usage time is limited to 5 sessions per day.
• If you need more time for testing, please contact us.

My VPN connection speed is very low.

• You are far away from Central Europe. Connection speed depends on how far away your country is from our server - ping latency.
• Your ISP limits the bandwidth of PPTP communication.

Please try to follow these steps to get better speed:

• With a SecureAnonymousSurfing account you can choose from several VPN servers. Try to test each one. Just simply change your server address and use the same login details. You can find the available VPN servers addresses at the Member Area
• If your ISP blocks or limits the PPTP VPN communication, please use the OpenVPN solution which we provide on non-standard ports 80 (HTTP) and 443 (HTTPS) and it should work to you. Please follow the OpenVPN guides at Support page

I can use BitTorrent and other P2P.

• Only Slovakia (EU2) and second Czech (EU3) servers allows P2P (Torrent, DC++, etc.)

Change your VPN server to our Slovakia server or to our second Czech server in your connection configuration. Available server addresses are listed in Member Area

How safe can I feel when using SecureAnonymousSurfing.com? How strong is the encryption?

SecureAnonymousSurfing.com encrypts all your traffic. Nobody between your computer and our servers can see your data. 

The PPTP VPN connection is encrypted by Microsoft Point-to-Point Encryption 128bit (MPPE128). It is a protocol for encrypting data across Point-to-Point Protocol (PPP) and Virtual Private Network links. It uses the RSA RC4 encryption algorithm. MPPE supports 40-bit, 56-bit and 128-bit session keys, which are changed frequently to improve security. 

OpenVPN uses stronger 256 bit encryption AES-256-CBC.

Why do you process Paypal payments manually and how long does it take?

Some payment methods are processed manually. It is due to our fraud prevention policy.

Payment requests are commonly processed immediately (couple of minutes) in business hours. In non-business hours the Paypal payment process can take up several hours.

My credit card is not accepted by any of your payment methods.

You can register your own PayPal account at http://paypal.com, then connect your credit card with your new PayPal account and once your credit card is verified by PayPal you can always use it for SecureAnonymousSurfing payments. Verification process takes couple of days but it is really useful for any further online payments.

How does the payment system work?

We do not support subscription or automatic recurrent monthly payments. Anytime you you decide to purchase our service, you can choose from time periods (1, 3, 6, 12 months). Once we receive your payment, the new time period will appear in your Member Area.

You can purchase your next period anytime you wish. The new period will be added to your running period, so you will never loose any day of your service. For example if you make two payments (for 31 days) at the same day then your VPN period will be two months (62 days).