Differences

This shows you the differences between two versions of the page.

--- draft_troubleshooting [2021/06/16 11:28]
jonathan created
+++ draft_troubleshooting [2021/06/21 09:22] (current)
jonathan
@@ Line 1: / Line 1: @@
-** Ubuntu **
+*** WINDOWS ***
 --
-=== sleep mode issue ===
+=== 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:
+. 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).
+. 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:
+. Download this legacy OpenVPN with 32 bit: https://swupdate.openvpn.org/community/releases/openvpn-install-2.3.6-I003-i686.exe
+. Install OpenVPN.
+. Copy all the OpenVPN files from C:\Program Files\OpenVPN
+. Copy them into C:\Program Files\Privatise and overwrite when asked
+. Copy them also into C:\ProgramData\Privatise and overwrite when asked
+=== Keep on Showing Connection insecure ===
+. Exit Privatise completely.
+. Go to Add or Remove Programs and remove Privatise from the machine (you might have to restart your machine after).
+. Reinstall Privatise.
+=== Issue with uninstallation ===
+  Try removing it from Add or Remove Programs.
+. Please go to "Add or Remove Programs" from Windows Start.
+. Find Privatise & uninstall from there.
+  if it's still not working, try manually:
+. Remove C:\ProgramFiles\Privatise
+. Remove C:\ProgramData\Privatise if it exists.
+. Remove C:\Users\USERHERE\AppData\Local\Privatise if it exists
+. Remove C:\Users\USERHERE\AppData\Local\Appstractor if it exists
+. Remove C:\Users\USERHERE\AppData\Local\Privatise_Secure if it exists
+  Then launch your registry and remove the following from the registry:
+. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Appstractor
+. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\OpenVPN
+-------------------------------
+*** UBUNTU ***
+--
+=== Sleep mode issue ===
   If you have any issues with Privatise after sleep mode.
@@ Line 10: / Line 94: @@
 . Restart Privatise with sudo openvpn /etc/openvpn/client/client.ovpn.
-=== while connecting through VPN, automatically it is disconnecting again and again ===
+=== While connecting through VPN, automatically it is disconnecting again and again ===
-. Go to sudo nano /etc/openvpn/client/client.ovpn .
+. Go to sudo nano /etc/openvpn/client/client.ovpn.
 . Change the number 1194 to 443, and the word UDP to TCP.
-. Restart Privatise after typing ctrl + c with sudo nano /etc/openvpn/client/client.ovpn .
+. 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.
-=== If Privatise does not connect over TCP Mode ===
+=== WiFi disconnect over Privatise ===
-. Open the agent.
+. Run sudo apt-get install -y resolvconf.
-. Click on the about menu.
+. Reboot after running and finishing the install of resolvconf and try running Privatise again.
-. Check to make sure the device license information is present.
-If the license information is not there, please uninstall Privatise from Add or Remove Programs and reinstall the agent. Please right click the installer and run as administrator when installing, and make sure to download the latest agent version from the Managed Portal.
+=== AEAD Decrypt error: bad packet ID ===
-If the license information is there, then please check firewall settings to make sure that there is nothing blocking VPN connections. Try connecting over your phone's mobile connection to see if it's a network firewall issue.
+   Please stop Privatise and try the following
+. Open the client config: sudo nano /etc/openvpn/client/client.ovpn.
+. 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 .
-Furthermore:
-. Make sure you have no other VPNs installed on your device that can be conflicting with Privatise.
+=== Issues related to Google Meet ===
-. Turn off any device firewalls or security features to make sure they are not blocking the agent.
-. Turn off any apps temporarily that could be affecting the TAP adapter. For example Webroot or any app that does DNS filtering.
+   Please do the following:
+. sudo nano /etc/openvpn/client/client.ovpn.
+. Add the following line as a new line at the bottom:
+      route 142.250.82.0 255.255.255.0 net_gateway
+. Save the file.
+. Restart Privatise on the terminal it's running on with.
+. ctrl C
+. 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:
+. sudo service network-manager reload.