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GoodAccess Troubleshooting

This document provides troubleshooting guidelines for issues that may occur when using the GoodAccess VPN application. It lists potential problems such as not being able to log in, connect, or access websites, and provides steps to resolve connection problems, IP and location issues, and speed performance.

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tadosut28
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47 views3 pages

GoodAccess Troubleshooting

This document provides troubleshooting guidelines for issues that may occur when using the GoodAccess VPN application. It lists potential problems such as not being able to log in, connect, or access websites, and provides steps to resolve connection problems, IP and location issues, and speed performance.

Uploaded by

tadosut28
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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GoodAccess Troubleshooting

These guidelines will help you troubleshoot issues you may encounter.

Contents
I can't log in to GoodAccess...................................................................................................................................................2
I can't connect with the GoodAccess Client Application........................................................................................................2
Frequent disconnects............................................................................................................................................................2
IP didn't change.....................................................................................................................................................................2
No internet access after a successful connection..................................................................................................................2
Website access blocked.........................................................................................................................................................2
Wrong geolocation................................................................................................................................................................3
Speed issues.......................................................................................................................................................................... 3
I can't log in to GoodAccess
 Make sure you are entering the correct Team Name (appen) and Username (your email address)
 Reset your password
 Make sure you are an active Member of the Team

I can't connect with the GoodAccess Client Application


 Change the VPN protocol in the App's settings (OpenVPN/IKEv2)
 Restart your device/router
 Make sure you are not using any other VPN, proxy, or anonymizer at the same time
 Uninstall the application and download and install the latest version
 Make sure GoodAccess is not blocked by antivirus or firewall
 Try to connect with different device or internet connection

Frequent disconnects
 Make sure you are not connecting from another device of same type (desktop/portable) at the same time
 Change the VPN protocol in the App's settings (OpenVPN/IKEv2)
 Make sure you are not using any other VPN, proxy or anonymizer at the same time
 Verify the stability of your regular internet connection
 Restart your device/router

IP didn't change
You may check your IP at Google, Whats My IP, or another tool.

 Make sure the GoodAccess Client Application is connected


 Make sure you are not connecting from another device of same type (desktop/portable) at the same time
 Make sure you are not using any other VPN, proxy, or anonymizer at the same time
 Change the VPN protocol in the App's settings (OpenVPN/IKEv2)
 Restart your device/router

No internet access after a successful connection


 Check if your IP has changed
 Change the VPN protocol in the App's settings (OpenVPN/IKEv2)
 Restart your device/router
 Make sure you are not connecting from another device of same type (desktop/portable) at the same time
 Make sure you are not using any other VPN, proxy, or anonymizer at the same time
 Uninstall the application and download and install the latest version

Website access blocked


When accessing an IP whitelisted website:

 Check if your IP has changed

When the access is blocked by a public website:

 Try to access the website without GoodAccess


 Make sure the website is accessible from the location of your GoodAccess Gateway - some public websites
may use filters that restrict access from certain countries.
Wrong geolocation
When your location displays differently than your GoodAccess Gateway:

 Check if your IP has changed

When Google search results give a wrong location or language:

 It is because Google makes best effort to customize user experience in many countries and regions around
the world. Google tries to look up your device IP in their database to determine the approximate location.
However there are no IPs in the world that haven't been used before, so every IP has its history. Therefore
you may get the wrong default location or language in Google search and all its services (Maps, News, etc.).
This also affects any 3rd-party websites using Google APIs for getting location based on a signed account or
IP address.
 Meanwhile you can set this manually on your device:

1. Open the Google

2. Open Settings > Search settings in bottom right

3. Under Region Settings at the bottom of the page, select the corresponding region

Speed issues
1. Test the speed at https://www.speedtest.net/ without GoodAccess. Before starting the test click on "Change
Server" and select server in the same location as your GoodAccess Gateway.

2. Repeat the same test with GoodAccess using same test server and compare the results.

When the difference is too big:

 Change the VPN protocol in the App's settings (OpenVPN/IKEv2)


 Restart your device
 Restart your router

The VPN connection can be slower than the regular internet connection because of several reasons. The encryption used
by the VPN takes up some of the available bandwidth, meaning there is less space for data to travel, which can slow
things down. The stronger the encryption, the slower the VPN connection. Another factor is the distance between the
user and the VPN server, especially in long distances like connecting from the UK to the US. This is because the data has
to travel through multiple network infrastructures and international peering, which can cause delays. The speed of the
regular internet connection also matters. The faster the internet connection, the more data the VPN server and client
have to process in a short period of time, meaning the VPN will affect a faster internet connection more than a slower
one.

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