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.
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
-----END PGP PUBLIC KEY BLOCK-----