draft_troubleshooting [Privatise Knowledgebase]

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*** WINDOWS ***

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=== 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 
  2. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\OpenVPN

 


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*** UBUNTU ***

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=== 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 .


=== Issues related to Google Meet ===

   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 142.250.82.0 255.255.255.0 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.