Troubleshooting

This section provides solutions to common issues users may encounter while using our VPN service. If you encounter problems, follow these steps to resolve them or contact our support team for assistance.

Common Issues:

VPN Connection Failed:

• Cause: This issue can occur if the VPN client is not configured correctly or if there are connectivity issues.
• Solution:
  1. Ensure the VPN user file is correctly downloaded and imported into your VPN client (e.g., OpenVPN).
  2. Check your internet connection to ensure it is stable.
  3. Verify that the VPN server is online and accessible.
  4. Re-import the VPN file and try connecting again.

VPN File Download Issues

• Cause: Problems with downloading the VPN user file can occur due to browser settings or network restrictions.
• Solution:
  1. Ensure you are logged into your Utho account and have the necessary permissions to download the file.
  2. Try using a different web browser or disabling any browser extensions that might be interfering with the download.
  3. Check your network settings to ensure there are no restrictions or firewalls blocking the download.

VPN User Limit Reached

• Cause: This issue occurs when you try to add more VPN users than allowed by your subscription plan.

• Solution:

  1. Review your subscription plan to understand the user limits.
  2. Upgrade your plan if you need to add more users.
  3. Remove any unused or inactive users to free up slots for new users.

VPN File Not Working

• Cause: The VPN user file might be corrupted or not compatible with the VPN client.
• Solution:
  1. Re-download the VPN user file from the Utho platform.
  2. Ensure you are using a compatible VPN client (e.g., OpenVPN).
  3. Verify that the file has not been modified or corrupted during download.
  4. Follow the VPN client’s instructions for importing and using the VPN file.

Error Messages

Invalid Configuration

• Cause: The configuration settings in the VPN user file might be incorrect or incomplete.
• Solution:
  1. Ensure all required fields (e.g., VPN gateway, protocol) are correctly filled.
  2. Check for any typos or formatting issues in the configuration file.
  3. Re-download the VPN file to ensure it contains the correct configuration.

User Authentication Failed

• Cause: This error occurs if the credentials provided in the VPN file do not match the server’s records.
• Solution:
  1. Verify the username and password included in the VPN file.
  2. Contact support if the credentials need to be reset or updated.

Support

If you have followed these troubleshooting steps and still encounter issues, please contact our customer support team for further assistance. Our support team can help resolve technical issues and guide you through advanced troubleshooting steps.

• Email: [email protected]
• Phone: +91 (120) 484-0000, 1800-103-3422 (Toll Free India)
• Live Chat: Available on our website

Our goal is to ensure that your VPN experience is smooth and hassle-free. Don’t hesitate to reach out for help if needed.