Troubleshoot

Unable to connect – Windows

Solution:

• Check your Internet Connection.
• Try to connect with any other country or with the Cities option.
• Try switching the protocol of the ExtremeVPN application to Wireguard.
• Try to connecting the ExtremeVPN application using the Recommended Server option.
• If the above solutions doesn’t work. Do try logging out from the ExtremeVPN application then log in again and try to connect.

PF Addon – Not able to open/close specific port:

Solution:

You can check the status of the port on canyouseeme.org via TCP listener. Steps as follows:

• Download the TcpListener form link https://www.allscoop.com/dotnet-software/tcp-listen.php
• Connect your VPN to any desired location.
• Enter the port (number) on the TCP listener app and then press Listen Button.
• Now, open  www.canyouseeme.org  and check the status of the ports from there.
• If the results show success then your desired Port is open for usage, else your desired is closed on your network.
• Try disabling the firewall of your device OR the same port needs to be allowed through the local firewall as well.
• If the port still shows closed then contact your internet service provider for this purpose.

Getting slow speed – Windows

Solution:

• Try using the the Recommended server option in the ExtremeVPN application.
• Try switching the protocol in the ExtremeVPN application. (Wireguard).
• Try sort the using ping and then connect with the lowest ping (ms)  server location.

If you are still facing issues with the speed then do send us your speed test results (with and without connecting the VPN) at [email protected] or contact our 24×7 live chat support.

Unable to access desired website

Netflix

Currently, we provide Netflix accessibility (unblocking) in the following regions.

• US
• UK
• Australia
• Canada
• Germany
• India
• Denmark
• Italy
• Japan France

Via ExtremeVPN Browser Extension:

To access the above libraries of Netflix, connect to the respective location. For Netflix UK, Netflix US and Netflix AU, connect under population websites.

Via ExtremeVPN App:

To access the above libraries of Netflix, connect to the respective location.

BBC

Via ExtremeVPN App

To access BBC iplayer, connect to the UK location on the ExtremeVPN application.

Via ExtremeVPN Browser Extension

To access BBC iPlayer via browser extension, connect to BBC Iplayer UK under the popular website option.

Hotstar:

Via ExtremeVPN App:

To access Hotstar IN, connect to the India location on the ExtremeVPN application.

Via ExtremeVPN Browser Extension:

To access Hotstar India via browser extension, connect to Hotstar IN under the popular website option.

Hulu:

Via ExtremeVPN Browser Extension

To access Hulu US via browser extension, connect to Hulu US under the popular website option.

Via ExtremeVPN App:

To access Hulu US via browser extension, connect to the US location.

Any other Website:

If you’re trying to access content that is not mentioned here then please connect to the location of the respective content and let us know if it works OR if it doesn’t then please join us on Live Chat and share the website/streaming link with us to test it out for you.

Unable to browse

• Try switching the VPN protocol if you are using ExtremeVPN application then you can choose Wireguard as the VPN protocol.
• Try switching to a different VPN server location.

My internet doesn’t connect after disabling IKS

In order to overcome this situation. Please restore your Firewall settings to default and your internet will be back to normal working condition.

Unable to login to the ExtremeVPN application

Error: Incorrect username or password (1002/ 1003)

Solution:

• Do make sure you are using your ExtremeVPN registered email address to login along with the password setup during the initial purchase process i.e. password on cart.
• If you don’t remember the password. Follow this link to reset your password.

Error: Response status code does not indicate success: 429 Too many requests

Solution:

If you get this error, it’s most likely that your IP address was temporarily blocked after several unsuccessful attempts to log in. Here is how you can solve this:

• Switch the network (switch from Wi-Fi to cellular data).
• Wait 30-60 minutes. Usually, an IP address is blocked for 30-60 minutes after several unsuccessful login attempts.
• Restart your router. If you have a dynamic IP, most likely, you will be assigned a new IP address after that.

Unable to connect to dedicated IP

Error Message:  Dedicated IP is not available on the Selected protocol: TCP/UDP. Please proceed to connect to your dedicated IP on the Ikev2 protocol.

Solution: Click proceed and then try to connect to your dedicated IP.

Error Message: Already in Use. Would you like to terminate the ongoing session and continue?

Solution: Click on Yes to terminate the existing connection and reconnect with your dedicated IP.

Disconnection

Unable to download torrents

Solution:

• Please make sure you are not connected with the ExtremeVPN browser extension.
• Please make sure to connect P2P allowed locations on the ExtremeVPN application.
• Switch Protocol to Wireguard/IKEV in the ExtremeVPN application.

My internet doesn’t disconnect after enabling IKS

Solution:

• Close the app completely.
• Run as Admin.
• 3rd party antivirus if active then disable it to check.
• Restore the firewall as the default.
• Allow ExtremeVPN from Firewall or add into the exclusion list.

Follow the above-provided steps and then check again if the issue persists do try contact to our 24×7 live chat support or email us at [email protected]

Unable to connect

Solution:

• Check your Internet Connection.
• Try to connect with any other Country or with the Cities option.
• Try switching the protocol of the ExtremeVPN application to TCP/UDP/Ikev2/IPsec.
• Try connecting the ExtremeVPN application using the Recommended Server option.
• Try logging out from the ExtremeVPN application then log back in and try to connect.

Getting slow speed

Solution:

• Try using the Recommended server option in the ExtremeVPN application.
• Try switching the protocol in the ExtremeVPN application. (TCP/UDP/IKEV2/IPsec).
• Try to sort the using ping and then connect with the lowest ping (ms) server location.

Unable to access desired website

Netflix:

• US
• UK
• Canada
• Australia
• Germany
• Japan
• France

Via VPN Network:

To access the above libraries of Netflix, connect to the respective location.

Hotstar IN:

Via ExtremeVPN App:

To access Hotstar IN, connect to the India location on the ExtremeVPN application.

Hulu:

Via ExtremeVPN App

To access Hulu US via the ExtremeVPN application, connect to the US location.

Any other Website:

If you’re trying to access content that is not mentioned here then please connect to the location of the respective content and let us know if it works OR if it doesn’t then please join us on Live Chat and share the website/streaming link with us to test it out for you.

Disconnection

Solution:

•  Try using the Recommended server option in the ExtremeVPN application.
• Try switching the protocol in the extremeVPN application. (TCP/UDP/IKEV2.
• Try changing the network DNS to 208.67.222.222 and 208.67.220.220.
• Follow this article to find complete steps for changing the network DNS.

Unable to connect to ExtremeVPN on Linux

Solution:

• Try switching the Protocol (TCP/UDP).
• Try switching TCP/UDP ports ranging between 5000 to 55000. The default port for TCP is 80 and UDP is 53.
• Try switching to the different server location.
• Make sure your OpenVPN connection manager is updated. To install the OpenVPN connection manager use the below commands.

If the issue still persists then do send us your OpenVPN connection error logs at [email protected] or you can join us 24×7.

Getting slow speed – Linux

Solution:

• Try switching the VPN protocol i-e TCP/UDP.
• Try switching to a different VPN server location.
• Try connecting to the closest location server from your physical location. For example, if you are in the US, you can try connecting to Canada to get better speed.

Activation failed on Ubuntu

Solution:

If you are getting this error then follow the steps mentioned below :

• Open network manager.
• Select the VPN connection.
• Edit it, then go to general tab.
• Check the option “Allow this network for all users”.

Disconnection – Linux

Solution:

• Try switching the VPN protocol i-e TCP/UDP
• Try switching to a different VPN server location.
• Change your network DNS settings to OpenDNS i.e 208.67.222.222 and 208.67.220.220.
• Follow this article to find complete steps for changing the network DNS.

Unable to browse – Linux

Solution:

Disconnect the VPN and verify if you are able to browse without connecting ExtremeVPN. If you are able to browse the internet after disconnecting ExtremeVPN then you can try out the following suggestions.

• Try switching the VPN protocol i.e. TCP/UDP.
• Try switching to a different VPN server location.

Unable to connect – Mac

Solution:

• Try to connect with any other Country or with the Cities option.
• Try switching the protocol of the ExtremeVPN application to TCP/UDP/Ikev2.
• Try connecting the ExtremeVPN application using the Recommended Server option
• Try logging out from the ExtremeVPN application then log back in and try to connect.

Getting slow speed

Solution:

• Try using the Recommended server option in the ExtremeVPN application.
• Try switching the protocol in the ExtremeVPN application. (TCP/UDP/IKEV2)
• Change DNS to 208.67.222.222 and 208.67.220.220.
• Follow this article to find complete steps for changing the network DNS.

Unable to login to the ExtremeVPN application

Error: Response status code does not indicate success: 429 Too many requests

Solution:

If you get this error, it’s most likely that your IP address was temporarily blocked after several unsuccessful attempts to log in. Here is how you can solve this:

• Switch the network (switch from Wi-Fi to cellular data).
• Wait 30-60 minutes. Usually, an IP address is blocked for 30-60 minutes after several unsuccessful login attempts.
• Restart your router. If you have a dynamic IP, most likely, you will be assigned a new IP address after that.

Unable to access desired website

Netflix:

Currently, we provide Netflix accessibility (unblocking) in the following regions.

• US
• UK
• Canada
• Australia
• Germany
• Indian
• Denmark
• Italy
• Japan
• France

Via ExtremeVPN Browser Extension:

To access the above libraries of Netflix, connect to the respective location. For Netflix UK, Netflix US and Netflix AU, connect under population websites.

Via ExtremeVPN App:

To access the above libraries of Netflix, connect to the respective location.

BBC

Via ExtremeVPN App:

To access BBC iplayer, connect to the UK location on the ExtremeVPN application.

Via ExtremeVPN Browser Extension:

To access BBC iPlayer via browser extension, connect to BBC Iplayer UK under the popular website option.

Hotstar:

Via ExtremeVPN App:

To access Hotstar IN, connect to the India location on the ExtremeVPN application.

Via ExtremeVPN Browser Extension:

To access Hotstar India via browser extension, connect to Hotstar IN under the popular website option.

Hulu:

Via ExtremeVPN Browser Extension

To access Hulu US via browser extension, connect to Hulu US under the popular website option.

Via ExtremeVPN App:

To access Hulu US via browser extension, connect to the US location.

Any other Website:

If you’re trying to access content that is not mentioned here then please connect to the location of the respective content and let us know if it works OR if it doesn’t then please join us on Live Chat and share the website/streaming link with us to test it out for you.

Disconnection – Mac

Solution:

• Try using the Recommended server option in the ExtremeVPN application.
• Try switching the protocol in the ExtremeVPN application. (TCP/UDP/IKEV2)
• Change your network DNS settings to OpenDNS i.e 208.67.222.222 and 208.67.220.220.

Unable to connect

Solution:

• Try to connect with any other Country or with the Cities option.
• Try switching the protocol of the ExtremeVPN application to TCP/UDP/Ikev2.
• Try connecting the ExtremeVPN application using the Recommended Server option.
• Try logging out from the ExtremeVPN application then log back in and try to connect.

Getting slow speed – Android

Solution:

• Try using the Recommended server option in the ExtremeVPN application.
• Try switching the protocol in the ExtremeVPN application. (TCP/UDP/IKEV2).
• Try sorting locations using ping and then connect with the location having the lowest ping (ms).

If you are still facing issues with the speed then do send us your speed test results (with and without connecting the VPN) at [email protected] or contact our 24×7.

Unable to login to the ExtremeVPN application

Error: Incorrect username or password (1002/ 1003)

Solution:

• Do make sure you are using your ExtremeVPN registered email address to login along with the password setup during the initial purchase process i.e. password on cart.
• If you don’t remember the password. Follow this link to reset your password.

Error: Response status code does not indicate success: 429 Too many requests

If you get this error, it’s most likely that your IP address was temporarily blocked after several unsuccessful attempts to log in. Here is how you can solve this:

• Switch the network (switch from Wi-Fi to cellular data).
• Wait 30-60 minutes. Usually, an IP address is blocked for 30-60 minutes after several unsuccessful login attempts.
• Restart your router. If you have a dynamic IP, most likely, you will be assigned a new IP address after that.

Always-on VPN does not auto reconnect the VPN

Solution:

• Try checking your antivirus and firewall to make sure they are not preventing ExtremeVPN app from automatically reconnecting the VPN.
• Exclude the ExtremeVPN app from your Battery power save optimization and then check again.

Unable to access desired website – Android

Netflix:

• US
• UK
• Canada
• Australia
• Germany
• Japan
• France

Via  ExtremeVPN App:

To access the above libraries of Netflix, connect to the respective location.

BBC:

Via ExtremeVPN

To access BBC iplayer, connect to the UK location on the ExtremeVPN application.

Hotstar:

Via ExtremeVPN

To access Hotstar IN connect to the India location on the ExtremeVPN application.

Hulu:

Via ExtremeVPN App:

To access Hulu US via the ExtremeVPN application, connect to the US location.

Any other Website:

If you’re trying to access content that is not mentioned here then please connect to the location of the respective content and let us know if it works OR if it doesn’t then please join us on Live Chat and share the website/streaming link with us to test it out for you.

Frequent disconnections

Solution:

• Try using the Recommended server option in the ExtremeVPN application.
• Try switching the protocol in the ExtremeVPN application. (TCP/UDP/IKEV2)
• Try changing the network DNS to 208.67.222.222 and 208.67.220.220.
• Follow this article to find complete steps for changing the network DNS.

Unable to browse

Solution:

Disconnect the VPN and verify if you are able to browse without connecting ExtremeVPN. If you are able to browse the internet after disconnecting ExtremeVPN then you can try out the following suggestions.

• Try switching the VPN protocol if you are using ExtremeVPN application then you can choose Wireguard as the VPN protocol.
• Try switching to a different VPN server location.

Slow speed (Router)

Solution:

• Try switching the VPN protocol i-e TCP/UDP.
• Try switching to a different VPN server location.
• Try connecting to the closest location server from your physical location. For example, if you are in the US, you can try connecting to Canada to get better speed.

Unable to browse – Router

Solution:

Disconnect the VPN and verify if you are able to browse without connecting ExtremeVPN. If you are able to browse the internet after disconnecting ExtremeVPN then you can try out the following suggestions.

• Try switching the VPN protocol i-e TCP/UDP.
• Try switching to a different VPN server location.

Not getting VPN IP on specific device

Solution:

If you are not getting VPN IP on a specific device then do make sure to check if that device is connected to your ISP router. If it is connected to the ISP router then you need to disconnect it from the ISP router and connect it through the VPN configured router.

Disconnection – Router

Solution:

• Try switching the VPN protocol i-e TCP/UDP.
• Try switching to a different VPN server location.
• Change your router DNS settings to OpenDNS i.e. 208.67.222.222 and 208.67.220.220.
• Set the router Idle time to 1200.
• Disable your router SPI firewall temporarily and check if there is still disconnection on the VPN server.

Unable to connect (Router)

Solution:

• Try switching the Protocol (TCP/UDP).
• Try switching TCP/UDP ports ranging between 5000 to 55000. The default port for TCP is 80 and UDP is 53.
• Try switching to the different server location.
• If the issue still persists then do send us your OpenVPN connection error logs at [email protected] or you can join us 24×7.

Not getting VPN IP on router

Solution:

• Disconnect the VPN on your router.
• Change your router DNS settings to OpenDNS i.e 208.67.222.222 and 208.67.220.220.
• Save settings.
• Reboot your router.
• Reconnect the VPN on the router.
• Try connecting to another location server.

Can’t connect dedicated IP on router

Solution:

ExtremeVPN discontinued offering PPTP/L2TP/SSTP protocol but you can still connect your dedicated IP using the PPTP protocol on the router.

• Do make sure if you have enabled the PPTP passthrough on your router.
• Do make sure PPTP port 1723 is supported on your network
• Make sure you are using the Hostname of your dedicated IP to make connection.
• Do make sure that no other connection has been made with the dedicated IP on any other device.