VikingVPN Common Issues and Fixes

Here is a list of the most common issues that you might experience after signing up for our services and trying to connect to our network.

Signing in to the website:

Problem: I can't sign in to the website using the password that you sent me on account creation.

Solution 1: The most common reason for this problem is due to web mail clients that insert html formatting around the password. This means that if you are highlighting the password and copying and pasting it in order to sign in, there may be invisible spacing and formatting around the password that is inserting extra text into your password and causing it to fail. The solution here is to be extremely careful when highlighting your password to catch only the text of the password and none of the spacing around it.

Solution 2: Contact us at customer care for more advanced solutions.

Problem: The sign in page keeps redirecting me to the front page of the website when I try to sign in.

Solution 1: Our website has brute-force resistance built into it as a security measure. This is to prevent an attacker from trying to sign in to a user's account many times by guessing their password. After a few failed attempts to sign in, the site will stop accepting all passwords, even the correct one, for thirty minutes and redirect you to the front page. If you forgot your password and made many attempts to sign in, you will need to wait 30 minutes to try again.

Solution 2: Your account is currently inactive. This can be due to problems with billing or because you alloted time on the account has expired (for example with a Bitcoin account you would need to contact customer care and set up a new transaction. Contact customer care if you believe that your account may be inactive. We will be happy to assist you with getting your service restored.

Connectivity Troubleshooting:

Problem: I cannot sign in to the VikingVPN network, despite following the installation instructions. I am seeing errors related to DNS resolution.

Explanation: This error is usually caused by an internet service provider trying to block our services by removing us from their DNS servers, causing this error.

Solution 1: Change the DNS provider on your router to one that is not censored. The most popular free and open DNS servers are OpenDNS, FreeDNS, OpenNIC, and GoogleDNS. This will not only allow you to access Viking's network, but it will likely also open up other blocked services.

Solution 2: if you do not have the ability to change your DNS provider on your router, contact customer care and explain your issue. We will give you instructions on how to bypass this problem without changing your DNS provider. Disclaimer: This solution is more complex than solution 1.

Problem: I cannot sign in to the VikingVPN network, despite following the installation instructions. I am seeing errors related to a TLS timeout.

Explanation: This error is usually caused by a problem with your keys or certificates. For security reasons, every time that you download a new set of config files from us, your old set of config files is revoked and will stop working, and will present this error when trying to connect.

Solution 1 (VikingVPN Windows Client Only): We need to delete all of your config files that the Viking client has currently installed. To do this we will need to navigate to C:\Users\USERNAME\AppData\Roaming\VikingVPN\config (where USERNAME is your Windows user name) and delete all files in that folder. You will then want to completely close and re-open the VikingVPN client. (Make sure that you also right click and exit the client in the system tray in the lower-right corner of your desktop.) When you open the VikingVPN client, you should be prompted for your user name and password, this is because the client sees that it has no config files, and is going to automatically download a new set for you from the website. Enter your username and password, and wait a few seconds for the client to securely fetch you new config files. It will then present you with the connection screen, and you should be able to connect fully and not receive the TLS timeout error anymore.

Solution 2: We need to delete all of your config files from your device, and get a new set from the website. It is extremely important to delete all of your old files first, as not doing so can allow you to accidentally install old, dead files and the error will continue to occur. To do this, be sure to remove all profiles that are currently installed on your device, this process varies depending on which OpenVPN software you are using. You'll also want to make sure that you delete all .ovpn files from your device, and any VikingVPN.zip files that you have from previous downloads of config files. Once you have all of the files cleaned up, sign in to the Viking website and download a new set of config files, and import them as normal for your device. This should correct the TLS timeout error.

Problem: I cannot sign in to the VikingVPN network, despite following the installation instructions. I am seeing errors related to block-outside-dns.

Explanation: The block-outside-dns command is for preventing information leaks on Windows 8, 8.1 and 10 based devices. Windows 8/10 is our largest install base of devices by far, and they have a vulnerability related to "shotgun DNS" where Windows will use non-VPN DNS and leak information about your browsing to outside parties. As a result, we have added the command block-outside-dns to our OpenVPN configs which corrects this issue. The issue is that this causes problems in non-Windows devices that can prevent you from fully connecting to the service.

Solution: You want to open our config file in a text editor, and remove the block-outside-dns option. For Windows the text editor is Notepad, for Apple OSX devices it is TextEdit, and for Linux based machines you can vim or nano. You open the Viking config file that you want to use and remove the block-outside-dns line from the config, and then save and exit. You can then import this config file to your non-Windows device and it should run problem-free. block-outside-dns does not do anything on non-Windows systems, so there are no security, privacy, or performance impacts from removing the option. (Disclaimer: Do not remove this option for config files that are being used on Windows devices. It will dramatically lower your privacy.)

Encrypted Communication With Staff:

Problem: What is your PGP key?

-----BEGIN PGP PUBLIC KEY BLOCK-----
Version: GnuPG v2
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=U6aA
-----END PGP PUBLIC KEY BLOCK-----