Ip-robot issue

That can occasionally happen as we can't control which IP is provided from the data center when we attach a dedicated/static IP to your ROC. It has been much more rare with newer accounts though. What we suggest to do in this case is:

1. Re-provision the ROC. Delete the ROC and then re-provision it (We recommend first disabling the ROC for 10 minutes, and then deleting it & reprovisioning so the users don't lose connectivity).
2. Wait it out. After a couple of weeks of regular use the IPs reputation should reset.

RDP - reporting disconnects every few minutes

Please run the following on the client machine

On client: Local Group Policy Editor

→ Local Computer Policy → Computer Configuration → Administrative Templates → Windows Components → Remote Desktop Services → Remote Desktop Connection Client → Turn Off UDP On Client → Enabled

Make sure to update group policies after ( gpupdate /force) to make sure the changes take affect.

Network Drive issues - connecting ways IP/Hostname

Please go to ROC-DNS in the left menu of the managed company portal.

Then go to the “Local DNS Records” under ROC-DNS. Please add the fully qualified domain name and the local ip address of the local records there to make sure they propagate.

ARM64 issue

We don't yet support that architecture but are working on a version to release in the next month.

32 bit issue

We made a decision not to support 32-bit anymore so We can't guarantee it will work, but you can try this:

1. Download this legacy OpenVPN with 32 bit: https://swupdate.openvpn.org/community/releases/openvpn-install-2.3.6-I003-i686.exe
2. Install OpenVPN.
3. Copy all the OpenVPN files from C:\Program Files\OpenVPN
4. Copy them into C:\Program Files\Privatise and overwrite when asked
5. Copy them also into C:\ProgramData\Privatise and overwrite when asked 

Keep on Showing Connection insecure

1. Exit Privatise completely.
2. Go to Add or Remove Programs and remove Privatise from the machine (you might have to restart your machine after).
3. Reinstall Privatise. 

Issue with uninstallation

Try removing it from Add or Remove Programs.  
1. Please go to "Add or Remove Programs" from Windows Start.
2. Find Privatise & uninstall from there.

if it's still not working, try manually: 

1. Remove C:\ProgramFiles\Privatise
2. Remove C:\ProgramData\Privatise if it exists.
3. Remove C:\Users\USERHERE\AppData\Local\Privatise if it exists 
4. Remove C:\Users\USERHERE\AppData\Local\Appstractor if it exists 
5. Remove C:\Users\USERHERE\AppData\Local\Privatise_Secure if it exists 
Then launch your registry and remove the following from the registry:
1. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Appstractor 


Sleep mode issue

If you have any issues with Privatise after sleep mode.

1. After sleep, go to the terminal where Privatise is running and hit "CTRL + C" to terminate.
2. Restart Privatise with sudo openvpn /etc/openvpn/client/client.ovpn. 

While connecting through VPN, automatically it is disconnecting again and again

1. Go to sudo nano /etc/openvpn/client/client.ovpn.
2. Change the number 1194 to 443, and the word UDP to TCP.
3. Restart Privatise after typing ctrl + c with sudo nano /etc/openvpn/client/client.ovpn.

The connection might be a bit slower, but you shouldn't have an issue with disconnects after that.

WiFi disconnect over Privatise

 1. Run sudo apt-get install -y resolvconf.
 2. Reboot after running and finishing the install of resolvconf and try running Privatise again.

AEAD Decrypt error: bad packet ID

 Please stop Privatise and try the following
 1. Open the client config: sudo nano /etc/openvpn/client/client.ovpn.
 2. Change the following lines:
    Where it says proto udp. Please change this to proto tcp.
    Where it says remote xxx.xxx.xxx.xxx 1194 . Please change this line to remote xxx.xxx.xxx.xxx 443 .
 Please do the following:
 1. sudo nano /etc/openvpn/client/client.ovpn.
 2. Add the following line as a new line at the bottom:
    route net_gateway
 3. Save the file.
 4. Restart Privatise on the terminal it's running on with.
 5. ctrl C 
 6. then restart with:
    sudo openvpn /etc/openvpn/client/client.ovpn

Lost internet access after a restart of Privatise or closing of Privatise

 Please do the following:
 1. sudo service network-manager reload.
  • draft_troubleshooting.txt
  • Last modified: 2021/06/21 09:22
  • by jonathan