Troubleshooting

VPN Common Issues

  • If you are unable to connect to the VPN server here are some quick things to consider.

    1. The first thing to do with any error is restart the computer, router/modem. Then test the VPN connection.
    2. Type account details don't copy and paste and note the CAPS and in the password if any. Sometimes when you copy-paste the password a blank space is added at the end this will cause login to fail
    3. Try both L2TP IPsec, PPTP. With L2TP IPsec you will need to use a preshared key found in the welcome e-mail.
    4. If you are using a wireless connection, try the connection while connected via a cable directly to the modem.
    5. Please check your firewall software. Disable/configure firewall such as Norton, by adding the server IP to the 'trusted' list. If you are able to connect when the firewall is disabled, set an exception for all traffic to the VPN server IP address.
    6. If connecting via a router, you should have PPTP Pass-through and ipsec pass-through enabled. By default, it is in most cases.
    7. Go to http://www.whatismyip.com/ and verify the VPN IP address is correct. This way we know for sure that you are connected through the VPN.
    8. If it was working before and not anymore, delete the VPN Connection from your computer and recreate it.
    9. If you are still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Go to the Network and sharing center to find the VPN connection.
    2. Right-click on the VPN icon and choose ‘Properties’
    3. Go to the ‘Options’ tab and UNCHECK the box next to ‘Include Windows Logon domain’
    4. Now go to the ‘’Networking’ tab and UNCHECK the boxes next to ‘Internet Protocol Version 6 (TCP/IPv6)’ & ‘File and Printer sharing for Microsoft networks’
    5. Then Click once on the ‘Internet Protocol version 4 (TCP/IPv4)’ and then click on the ‘Properties’ button.
    6. In the new window choose ‘Use the following DNS server addresses’ and enter these IPs 208.67.220.220 and 208.67.222.222
    7. Click ‘Ok’ and ‘Ok’ and try to connect again.

    If the issue persists, please repeat the steps and assign the DNS IP to your internet connection adapter (Wifi or ethernet adapter). Be sure to write down the current server addresses or settings on a piece of paper before changing.

    You may also check the binding order of network adapters in Windows 8.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Please delete the temporary internet files and cookies from your web browser (Internet Explorer, Firefox), restart your PC and router (if possible). Then test the VPN connection again.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • For anyone experiencing this issue, where the domain name is coming up as whatever your Computer name is, the simple fix is to do the following in the connection credentials:

    In the name section, type your needed domain name followed by '\' (without the quotes) , then your logon name. Eg: TIG\john.smith

    As soon as you have typed the '\' you will see the domain below the credentials change to whatever you have entered.

    Further to this, it is also needed to select the 'CHAP' checkbox on the 'Security' tab of the 'Properties' for the connection.

    1. Click on the monitor icon on the bottom right-hand corner.
    2. Right–click on the ‘Liberty VPN’ connection, and choose ‘Properties’ from the menu.
    3. Under the ‘Security’ Tab check the box for ‘Allow these protocols’ then tick on ‘Microsoft CHAP version 2 (MS-CHAP v2)’ and click ‘OK’.
  • There two resons why error 789 occurs:

    1. Your operating system is not correctly configured to connect to an L2TP server. The connection attempt is failing before a connection to the server is ever attempted. This error is caused entirely by a misconfiguration of the user's operating system.
    2. Location or connection type has no bearing.

    The first thing that should be done is to reboot and test the VPN. If you still get error 789 even after you have rebooted then follow the steps below:

    1. Click on the 'Start' button & type 'services.msc' in the search box. Right click on it when it appears in the list and select 'Run as administrator'.
    2. In the 'status' column make sure the services below are 'started'. If they are already 'started' then right click on the service and click 'restart'. If they are not 'started' right click and click on 'properties'. For 'startup type' choose 'automatic' and 'save'. Reboot and test the VPN connection.

      • Base Filtering Engine
      • Group Policy Client
      • IKE and AuthIP IPSec Keying Modules
      • IP Helper
      • IPSec Policy Agent
      • Network Location Awareness
      • Network List Service
      • Windows Firewall

  • In many cases, VPN error 812 is a permission issue or MS-CHAPv2 issue.

    Try to connect through another user account preferably as 'administrator', if you can.

    If you cannot then try following the steps below (make a note of how the settings are before changing them):

    1. Open the 'Network Sharing Center'.
    2. Click 'Change adapter settings'.
    3. In the 'Network Connections window', right-click the connection that you want to change, and then click 'Properties'.
    4. In the Connection Properties dialog box, click to select the 'Security' tab.
    5. Enable the dial box to 'Allow these protocols' and enable or disable to match the settings below:
      • Disable - Unencrypted password (PAP).
      • Enable - Challenge handshake authentication protocol (CHAP).
      • Enable - Microsoft CHAP Version 2 (MS-CHAP v2).
      • Disable - Automatically use my Windows logon name and password (and domain name, if any).
    6. Click OK.
    7. Test the connection again.
  • We recommend that you adjust the MTU setting to 1372.

    Please follow the instructions below to change the MTU setting:

    1. Open a command line window as an Administrator (i.e. go to All Programs > Accessories > Command Prompt right click and select Run as administrator)
    2. Type the command: netsh and wait for prompt
    3. Type the command: interface and wait for prompt
    4. Type the command: ipv4 and wait for prompt
    5. Type the command: show interfaces (a list should appear with your internet connections and note the equivalent Idx number)
    6. Type the command set subinterface Enter Idx number e.g. 13 mtu=1372 store=persistent
    7. Test the connection.
  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (Windows 8).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • If you are unable to connect to the VPN server here are some quick things to consider.

    1. The first thing to do with any error is restart the computer, router/modem. Then test the VPN connection.
    2. Type account details don't copy and paste and note the CAPS and in the password if any. Sometimes when you copy-paste the password a blank space is added at the end this will cause login to fail
    3. Try both L2TP IPsec, PPTP. With L2TP IPsec you will need to use a preshared key found in the welcome e-mail.
    4. If you are using a wireless connection, try the connection while connected via a cable directly to the modem.
    5. Please check your firewall software. Disable/configure firewall such as Norton, by adding the server IP to the 'trusted' list. If you are able to connect when the firewall is disabled, set an exception for all traffic to the VPN server IP address.
    6. If connecting via a router, you should have PPTP Pass-through and ipsec pass-through enabled. By default, it is in most cases.
    7. Go to http://www.whatismyip.com/ and verify the VPN IP address is correct. This way we know for sure that you are connected through the VPN.
    8. If it was working before and not anymore, delete the VPN Connection from your computer and recreate it.
    9. If you are still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Go to the Network and sharing center to find the VPN connection.
    2. Right-click on the VPN icon and choose ‘Properties’
    3. Go to the ‘Options’ tab and UNCHECK the box next to ‘Include Windows Logon domain’
    4. Now go to the ‘’Networking’ tab and UNCHECK the boxes next to ‘Internet Protocol Version 6 (TCP/IPv6)’ & ‘File and Printer sharing for Microsoft networks’
    5. Then Click once on the ‘Internet Protocol version 4 (TCP/IPv4)’ and then click on the ‘Properties’ button.
    6. In the new window choose ‘Use the following DNS server addresses’ and enter these IPs 208.67.220.220 and 208.67.222.222
    7. Click ‘Ok’ and ‘Ok’ and try to connect again.

    If the issue persists, please repeat the steps and assign the DNS IP to your internet connection adapter (Wifi or ethernet adapter). Be sure to write down the current server addresses or settings on a piece of paper before changing.

    You may also check the binding order of network adapters in Windows 8.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Please delete the temporary internet files and cookies from your web browser (Internet Explorer, Firefox), restart your PC and router (if possible). Then test the VPN connection again.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • For anyone experiencing this issue, where the domain name is coming up as whatever your Computer name is, the simple fix is to do the following in the connection credentials:

    In the name section, type your needed domain name followed by '\' (without the quotes) , then your logon name. Eg: TIG\john.smith

    As soon as you have typed the '\' you will see the domain below the credentials change to whatever you have entered.

    Further to this, it is also needed to select the 'CHAP' checkbox on the 'Security' tab of the 'Properties' for the connection.

    1. Click on the monitor icon on the bottom right-hand corner.
    2. Right–click on the ‘Liberty VPN’ connection, and choose ‘Properties’ from the menu.
    3. Under the ‘Security’ Tab check the box for ‘Allow these protocols’ then tick on ‘Microsoft CHAP version 2 (MS-CHAP v2)’ and click ‘OK’.
  • There two resons why error 789 occurs:

    1. Your operating system is not correctly configured to connect to an L2TP server. The connection attempt is failing before a connection to the server is ever attempted. This error is caused entirely by a misconfiguration of the user's operating system.
    2. Location or connection type has no bearing.

    The first thing that should be done is to reboot and test the VPN. If you still get error 789 even after you have rebooted then follow the steps below:

    1. Click on the 'Start' button & type 'services.msc' in the search box. Right click on it when it appears in the list and select 'Run as administrator'.
    2. In the 'status' column make sure the services below are 'started'. If they are already 'started' then right click on the service and click 'restart'. If they are not 'started' right click and click on 'properties'. For 'startup type' choose 'automatic' and 'save'. Reboot and test the VPN connection.

      • Base Filtering Engine
      • Group Policy Client
      • IKE and AuthIP IPSec Keying Modules
      • IP Helper
      • IPSec Policy Agent
      • Network Location Awareness
      • Network List Service
      • Windows Firewall

  • In many cases, VPN error 812 is a permission issue or MS-CHAPv2 issue.

    Try to connect through another user account preferably as 'administrator', if you can.

    If you cannot then try following the steps below (make a note of how the settings are before changing them):

    1. Open the 'Network Sharing Center'.
    2. Click 'Change adapter settings'.
    3. In the 'Network Connections window', right-click the connection that you want to change, and then click 'Properties'.
    4. In the Connection Properties dialog box, click to select the 'Security' tab.
    5. Enable the dial box to 'Allow these protocols' and enable or disable to match the settings below:
      • Disable - Unencrypted password (PAP).
      • Enable - Challenge handshake authentication protocol (CHAP).
      • Enable - Microsoft CHAP Version 2 (MS-CHAP v2).
      • Disable - Automatically use my Windows logon name and password (and domain name, if any).
    6. Click OK.
    7. Test the connection again.
  • We recommend that you adjust the MTU setting to 1372.

    Please follow the instructions below to change the MTU setting:

    1. Open a command line window as an Administrator (i.e. go to All Programs > Accessories > Command Prompt right click and select Run as administrator)
    2. Type the command: netsh and wait for prompt
    3. Type the command: interface and wait for prompt
    4. Type the command: ipv4 and wait for prompt
    5. Type the command: show interfaces (a list should appear with your internet connections and note the equivalent Idx number)
    6. Type the command set subinterface Enter Idx number e.g. 13 mtu=1372 store=persistent
    7. Test the connection.
  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (Windows 8).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • If you are unable to connect to the VPN server here are some quick things to consider.

    1. The first thing to do with any error is restart the computer, router/modem. Then test the VPN connection.
    2. Type account details don't copy and paste and note the CAPS and in the password if any. Sometimes when you copy-paste the password a blank space is added at the end this will cause login to fail
    3. Try both L2TP IPsec, PPTP. With L2TP IPsec you will need to use a preshared key found in the welcome e-mail.
    4. If you are using a wireless connection, try the connection while connected via a cable directly to the modem.
    5. Please check your firewall software. Disable/configure firewall such as Norton, by adding the server IP to the 'trusted' list. If you are able to connect when the firewall is disabled, set an exception for all traffic to the VPN server IP address.
    6. If connecting via a router, you should have PPTP Pass-through and ipsec pass-through enabled. By default, it is in most cases.
    7. Go to http://www.whatismyip.com/ and verify the VPN IP address is correct. This way we know for sure that you are connected through the VPN.
    8. If it was working before and not anymore, delete the VPN Connection from your computer and recreate it.
    9. If you are still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Go to the Network and sharing center to find the VPN connection.
    2. Right-click on the VPN icon and choose ‘Properties’
    3. Go to the ‘Options’ tab and UNCHECK the box next to ‘Include Windows Logon domain’
    4. Now go to the ‘’Networking’ tab and UNCHECK the boxes next to ‘Internet Protocol Version 6 (TCP/IPv6)’ & ‘File and Printer sharing for Microsoft networks’
    5. Then Click once on the ‘Internet Protocol version 4 (TCP/IPv4)’ and then click on the ‘Properties’ button.
    6. In the new window choose ‘Use the following DNS server addresses’ and enter these IPs 208.67.220.220 and 208.67.222.222
    7. Click ‘Ok’ and ‘Ok’ and try to connect again.

    If the issue persists, please repeat the steps and assign the DNS IP to your internet connection adapter (Wifi or ethernet adapter). Be sure to write down the current server addresses or settings on a piece of paper before changing.

    You may also check the binding order of network adapters in Windows 7.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Please delete the temporary internet files and cookies from your web browser (Internet Explorer, Firefox), restart your PC and router (if possible). Then test the VPN connection again.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • There two resons why error 789 occurs:

    1. Your operating system is not correctly configured to connect to an L2TP server. The connection attempt is failing before a connection to the server is ever attempted. This error is caused entirely by a misconfiguration of the user's operating system.
    2. Location or connection type has no bearing.

    The first thing that should be done is to reboot and test the VPN. If you still get error 789 even after you have rebooted then follow the steps below:

    1. Click on the 'Start' button & type 'services.msc' in the search box. Right click on it when it appears in the list and select 'Run as administrator'.
    2. In the 'status' column make sure the services below are 'started'. If they are already 'started' then right click on the service and click 'restart'. If they are not 'started' right click and click on 'properties'. For 'startup type' choose 'automatic' and 'save'. Reboot and test the VPN connection.

      • Base Filtering Engine
      • Group Policy Client
      • IKE and AuthIP IPSec Keying Modules
      • IP Helper
      • IPSec Policy Agent
      • Network Location Awareness
      • Network List Service
      • Windows Firewall

  • In many cases, VPN error 812 is a permission issue or MS-CHAPv2 issue.

    Try to connect through another user account preferably as 'administrator', if you can.

    If you cannot then try following the steps below (make a note of how the settings are before changing them):

    1. Open the 'Network Sharing Center'.
    2. Click 'Change adapter settings'.
    3. In the 'Network Connections window', right-click the connection that you want to change, and then click 'Properties'.
    4. In the Connection Properties dialog box, click to select the 'Security' tab.
    5. Enable the dial box to 'Allow these protocols' and enable or disable to match the settings below:
      • Disable - Unencrypted password (PAP).
      • Enable - Challenge handshake authentication protocol (CHAP).
      • Enable - Microsoft CHAP Version 2 (MS-CHAP v2).
      • Disable - Automatically use my Windows logon name and password (and domain name, if any).
    6. Click OK.
    7. Test the connection again.
  • We recommend that you adjust the MTU setting to 1372.

    Please follow the instructions below to change the MTU setting:

    1. Open a command line window as an Administrator (i.e. go to All Programs > Accessories > Command Prompt right click and select Run as administrator)
    2. Type the command: netsh and wait for prompt
    3. Type the command: interface and wait for prompt
    4. Type the command: ipv4 and wait for prompt
    5. Type the command: show interfaces (a list should appear with your internet connections and note the equivalent Idx number)
    6. Type the command set subinterface Enter Idx number e.g. 13 mtu=1372 store=persistent
    7. Test the connection.
  • To change the DNS setting please follow the steps below:

    1. Go to Start > Control Panel > Network and Sharing Center.
    2. Click on "Change Adapter Settings".
    3. Right-Click on the VPN connection and choose 'Properties' from the menu.
    4. Choose the 'Networking' Tab on the top.
    5. In the following window, under “This connection uses the following items”, click on 'Internet Protocol Version 4 (TCP/IPv4)' and then click the 'Properties' button.
    6. Under the General tab check the "Use the following DNS server addresses" radio button, and enter 208.67.220.220 and 208.67.222.222
    7. Make sure that Validate settings upon exit is also checked and hit 'OK'.

    Windows Network Diagnostics will now attempt to detect any problems with the addresses you’ve specified, leave it to work and hopefully it’ll report that troubleshooting couldn’t identify the problem. Close the troubleshooter and that’s it done!

  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (Windows 7).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • If you are unable to connect to the VPN server here are some quick things to consider.

    1. The first thing to do with any error is reboot the computer, router/modem. When internet resumes, test the VPN connection.
    2. Type account details don't copy and paste and note the CAPS in the password if any. Sometimes when you copy & paste your password a blank space is added at the end.
    3. Try both L2TP IPsec, PPTP and if applicable SSTP. With L2TP IPsec you will need to use a preshared key / Shared secret stated in the welcome e-mail.
    4. If you are using a wireless connection, try the connection while connected via a cable directly to the modem.
    5. Please check your firewall software. Disable/configure firewall such as Norton, OneCare by adding the server IP to the 'trusted' list. If you are able to connect when the firewall is disabled, set an exception for all traffic to the VPN server IP address. If not sure how to do that, contact us and let us know what program you are using.
    6. If connecting via a router, you should have PPTP Pass-through and ipsec pass-through enabled. By default, it is in most cases.
    7. Some users have found that disabling UAC allows the connections to work.
    8. Go to http://www.whatismyip.com/ and verify the VPN IP address is correct. This way we know for sure that you are connected through the VPN.
    9. If it was working before and not anymore, delete the VPN Connection from your computer and recreate it.
    10. If you are still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Go to the Network and sharing center to find the VPN connection.
    2. Right-click on the VPN icon and choose ‘Properties’
    3. Then Click once on the ‘Internet Protocol version 4 (TCP/IPv4)’ and then click on the ‘Properties’ button.
    4. In the new window choose ‘Use the following DNS server addresses’ and enter these IPs 208.67.220.220 and 208.67.222.222
    5. Click ‘Ok’ and ‘Ok’ and try to connect again.

    If the issue persists, please repeat the steps and assign the DNS IP to your internet connection adapter (Wifi or ethernet adapter). Be sure to write down the current server addresses or settings on a piece of paper before changing.

    You may also check the binding order of network adapters in Vista or here

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Please delete the temporary internet files and cookies from your web browser (Internet Explorer, Firefox), restart your PC and router (if possible). Then test the VPN connection again.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Windows Live OneCare replaces the existing built-in firewall and although applications are enabled by default for communication, certain required ports are not. 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 this issue, follow the steps below:

    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.
  • There two resons why error 789 occurs:

    1. Your operating system is not correctly configured to connect to an L2TP server. The connection attempt is failing before a connection to the server is ever attempted. This error is caused entirely by a misconfiguration of the user's operating system.
    2. Location or connection type has no bearing.

    The first thing that should be done is to reboot and test the VPN. If you still get error 789 even after you have rebooted then follow the instructions below.

    Click on the 'Start' button & type 'services.msc' in the search box. Right click on it when it appears in the list and select 'Run as administrator'.

    Locate both: 'IKE and AuthIP IPsec Keying Modules' and 'IPsec Policy Agent'.

    In the 'status' column it should state 'started' if they are already 'started' then, right click the service and click restart.

    If they are not 'started' right click and click 'properties'. For 'startup type' choose 'automatic' and 'save'. Reboot and test the VPN connection.

  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (Windows Vista).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • If you are unable to connect to the VPN server here are some quick things to consider.

    1. The first thing to do with any error is restart the computer, router/modem. Then test the VPN connection.
    2. Type account details don't copy and paste and note the CAPS and in the password if any. Sometimes when you copy-paste the password a blank space is added at the end this will cause login to fail
    3. Try both L2TP IPsec, PPTP. With L2TP IPsec you will need to use a preshared key found in the welcome e-mail.
    4. If you are using a wireless connection, try the connection while connected via a cable directly to the modem.
    5. Please check your firewall software. Disable or configure the firewall, such as Norton, by adding the server IP to the 'trusted' list. If you are able to connect when the firewall is disabled, set an exception for all traffic to the VPN server IP address. If not sure how to do that, contact us and let us know what program you are using.
    6. If connecting via a router, you should have PPTP Pass-through and ipsec pass-through enabled. By default, it is in most cases.
    7. Go to http://www.whatismyip.com/ and verify the VPN IP address is correct. This way we know for sure that you are connected through the VPN.
    8. If it was working before and not anymore, delete the VPN Connection from your computer and recreate it.
    9. If you are still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Right click on your VPN connection, and select 'Properties'.
    2. On the resulting dialog, select the TCP/IP protocol to highlight it, then click the 'Properties' button.
    3. Once the dialog opens up, in the bottom section, select the radio button 'use the following DNS server addresses' and enter the server DNS IP: 208.67.220.220 and 208.67.222.222
    4. Save and exit the networking dialogs and test the connection.

    If the issue persists, please repeat the steps and assign the DNS IP to your internet connection adapter (Wifi or ethernet adapter). Be sure to write down the current server addresses or settings on a piece of paper before changing.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Please delete the temporary internet files and cookies from your web browser (Internet Explorer, Firefox), restart your PC and router (if possible). Then test the VPN connection again.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • You may need to reset the TCP IP Stack on the Windows machine! Some more info

    If you receive an 'Error 619', please try the following:

    • Click Start, then run.
    • Type 'cmd' and press enter
    • A black box should open up (Command Prompt), at this point type in and press enter: netsh int ip reset reset.txt
  • To fix this error try the following:

    • Restart the modem or router
    • Delete the VPN connection and re-create it. It may be corrupt.
    • Temporarily disable the firewall
    • Restart the computer.

    For more information please visit : http://support.microsoft.com/kb/892889

  • If you are getting error 691 it is most probably due to one of the following:

    • The username and/or password are incorrect.
    • Another computer is already connected with the same account. Your router supports only one VPN connection.
    • The account may have expired and is now disabled.
    • Make sure that you enter your username and password exactly as displayed in the welcome e-mail. Please note that during copy-paste a 'Space' may be copyed    with the login details, this will cause login to fail.

    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 VPN connection's Properties dialog box.

  • Error 721 is a PPTP VPN error (The type of setup that you have configured). This issue can occur if the network firewall does not permit GRE traffic (IP protocol 47). PPTP uses GRE for tunneled data. To solve this issue configure the network firewall between the VPN client and the server to permit GRE.

    In addition, make sure that the network firewall permits TCP traffic on port 1723. Both of these conditions must be met to establish VPN connectivity by using PPTP.

    Additional Tips:

    • Disable you firewall application / security program on the computer and test the VPN.
    • If using a wireless connection, try using cable.
    • Reboot the router/modem wait for internet to resume and test the VPN connection.

    If you are still unable to make it work, Switch to L2TP/IPsec VPN

  • There two resons why error 789 occurs:

    1. Your operating system is not correctly configured to connect to an L2TP server. The connection attempt is failing before a connection to the server is ever attempted. This error is caused entirely by a misconfiguration of the user's operating system.
    2. Location or connection type has no bearing.

    The first thing that should be done is to reboot and test the VPN. If you still get error 789 even after you have rebooted then follow the instructions below.

    Click on Start > Run > Type 'services.msc' and press 'enter'.

    Locate both: 'IKE and AuthIP IPsec Keying Modules' and 'IPsec Policy Agent'.

    In the 'status' column it should state 'started' if they are already 'started' then, right click the service and click restart.

    If they are not 'started' right click and click 'properties'. For 'startup type' choose 'automatic' and 'save'. Reboot and test the VPN connection.

  • We recommend that you adjust the MTU setting to 1372.

    To do so please follow the instructions here http://support.microsoft.com/kb/826159

  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (Windows XP).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • If you are unable to connect to the VPN server here are some quick things to consider.

    1. The first thing to do with any error is reboot the computer, router/modem. When internet resumes, test the VPN connection.
    2. Type account details don't copy and paste and note the CAPS in the password if any. Sometimes when you copy & paste your password a blank space is added at the end.
    3. Try both L2TP IPsec, PPTP and if applicable SSTP. With L2TP IPsec you will need to use a preshared key / Shared secret stated in the welcome e-mail.
    4. If you are using a wireless connection, try the connection while connected via a cable directly to the modem.
    5. Please check your firewall software. Disable/configure firewall such as Norton, Zone alarm, onecare by adding the server IP to the 'trusted' list. If you are able to connect when the firewall is disabled, set an exception for all traffic to the VPN server IP address. If not sure how to do that, contact us and let us know what program you are using.
    6. If connecting via a router, you should have PPTP Pass-through and ipsec pass-through enabled. By default, it is in most cases.
    7. Some users have found that disabling UAC allows the connections to work.
    8. Please ping the VPN server IP Address that you are trying to connect to. Are you able to reach the server?
    9. If it was working before and not anymore, delete the VPN Connection from your computer and recreate it.
    10. If still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Apple menu.
    2. System Preferences.
    3. Click Network.
    4. Select 1st connection (Liberty VPN).
    5. Click Advanced.
    6. Select DNS tab.
    7. Add the IP addresses using the sign at bottom (208.67.220.220 and 208.67.222.222).
    8. Click Apply.

    If the issue persists, please repeat the steps and assign the DNS IP to your internet connection adapter (Wi-fi or Ethernet adapter). Be sure to write down the current server addresses or settings on a piece of paper before changing.

    In case you still cannot browse please contact us and let us know what you have tried Use our Contact Form OR email us support@libertyvpn.com).

  • Please delete the temporary internet files and cookies from your web browser (Safari, Firefox), restart your Mac and router (if possible). Then test the VPN connection again.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • We recommend that you adjust the MTU setting to 1372.

    To do so please follow the instructions here http://support.apple.com/kb/HT2532?viewlocale=en_US

  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (Mac OS).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Go to Settings > General > Network
    2. Select ‘WiFi”
    3. Now select the WiFi network that you use since you may have several. Tap on the blue arrow.
    4. You will need to type in the DNS settings. If you have DNS setting already, write them down before proceeding.
      Enter: 208.67.220.220 and 208.67.222.222
    5. Disconnect from the Wifi connection and reconnect. Connect to VPN and test it.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (iPhone).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Go to Settings > General > Network
    2. Select ‘WiFi”
    3. Now select the WiFi network that you use since you may have several. Tap on the blue arrow.
    4. You will need to type in the DNS settings. If you have DNS setting already, write them down before proceeding.
      Enter: 208.67.220.220 and 208.67.222.222
    5. Disconnect from the Wifi connection and reconnect. Connect to VPN and test it.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (iPad).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.
  • This is most likely a DNS related issue, please follow the instructions below to resolve the issue:

    1. Go to Settings > Wireless and Networks > Wi-Fi Settings
    2. Select ‘WiFi” connection. Press the ‘Menu‘ button and select ‘Advanced‘
    3. Now select the WiFi network that you use since you may have several. Tap on the blue arrow.
    4. Scroll down and check ‘Use static IP‘.
    5. Scroll futher down to find DNS 1 and DNS 2. You will need to type in the DNS settings. If you have DNS setting already, write them down before proceeding.
      Enter 208.67.220.220 for DNS 1 and 208.67.222.222 for DNS 2.
    6. Disconnect from the Wifi connection and reconnect. Connect to VPN and test it.

    In case you still cannot browse please contact us and let us know what you have tried (Use our Contact Form OR email us support@libertyvpn.com).

  • Contact us using our Contact Form OR email us at support@libertyvpn.com.

    Please provide the following information:

    1. Describe the issue as clearly as possible.
    2. State what operating system you are using (Android).
    3. Explain what you have already tried.
    4. If you are getting an error message please include the error number and its description.