Netduma Fraser
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Everything posted by Netduma Fraser
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Have you tried another provider just in case the services you want block the VPN you're currently using?
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Given the PingPlotter results you've provided and that the Ping Test Under Load doesn't show packet loss either then I don't think you are actually getting packet loss and more likely something we would have to look into as to why it is showing that happening. It's always showing right at the end so it could be the test is dropping off to finish and interpreting that as packet loss for example. -
That could be why then as 8.8.8.8 is used by Benchmark by default unless it is unavailable and then it would switch to 8.8.4.4, as a test if you switch the DNS to 8.8.8.8 then redo Benchmark does the packet loss go away?
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Thank you very much, I see it's forcing you onto 8.8.4.4 rather than 8.8.8.8, could you try that please and provide a screenshot?
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Could you provide a full page screenshot of PingPlotter please?
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Great, let us know how you get on!
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How did you do the factory reset initially? Hold the reset button for 30 seconds, then wait 2 minutes before accessing the interface
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I think you may need to do a reboot, then retry or if that doesn't work, a factory reset and then try again. I believe it's got itself into a weird state and can't tell when you've entered VPN details.
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Is it still saying no VPN configured when you try to connect?
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Could you try with a different server/config (adjust the config to match the template) and try again please?
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A latest internal firmware passed at 90% with two important issues being flagged that we're currently working on resolving so it depends how long that takes really, shouldn't be too long and then it should pass at 100% and we can proceed with a release. 450 should follow very closely after the 500.
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Are you seeing it every time you run the test? I'd suggest using PingPlotter and see if you see the same packet loss when pinging a more local site
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We were already looking at it and it was caused by a complex problem that we were able to fix on a test router so it's looking like that fix will be applied to the next version.
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Are you seeing the packet loss on the Ping Test or the Ping Test Under Load? The test uses the Google servers so it's not necessarily indicative of overall packet loss but you could just be experiencing it to those servers
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I'll have to check with the team regarding this, I know we've received a lot fewer reports of the issue with newer firmware versions. We've pretty much fixed it on the R2 as far as I can tell so should certainly be able to reduce it even further.
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Is that the one they gave you as it seems to be using the same DNS and address - if it is then you need to add the listen port option and take the /16 option off the address line and then try again with your keys
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Can you provide the config (minus keys) you obtained from Surfshark and the config you're currently trying to use (minus keys) please?
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Did you change it to match the template I provided above?
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Given it is working for some websites/services I suspect that others have blocked the VPN IPs and that is why you cannot access the services. Use another server and you'll have a new IP and that may work, otherwise it might be best to try another provider.
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Could you disable Adblocker please and see if the other sites load? That's the only thing that could be blocking website specifically
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Okay interesting, on the VPN Setup panel click the icon and you should see options for DNS, for IPv4, enter your VPN DNS in there: 162.252.172.57 149.154.159.92 then apply, and see whether everything then works please.
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Thanks for that, so just to clarify, you can check online that your IP address has changed, so Google/IP check website works but no other sites?
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Can you provide a screenshot of the VPN page please with how you have it set when they don't have internet?
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No internet on all devices or just that device? Do you get internet back if you disable the VPN?
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Doesn't work in what way, doesn't change your IP? How have you added your device to the VPN?