Let's walk through some common troubleshooting steps.
Check that all the authentication credentials have been added correctly.
Depending on which platform SDK you are using, you will need some or all of the following SDK keys, which will have been provided by your account manager. If you are basing your app on our ConsumerVPN example app, these credentials will need to be added to the relevant config file for the SDK.
- account_name - name of the account
- auth_suffix - account suffix, normally used for VPN authentication (if no auth_suffix was provided, use account_name)
- api_key - unique key that grants access to your specific account
- ip_geo_url - URL for the IPGeo endpoint associated with the account
To authenticate a user, the full username takes the form username@auth_suffix.
While testing your app you might be unable to establish a connection between the app and a VPN. This could be because a network device (e.g, firewall, NAT, router, etc) on your network is not configured to allow VPN connections or there might be issues with DNS resolution. Please contact your network administrator or your service provider to determine what may be causing the problem.
If you experience other issues, please contact firstname.lastname@example.org and our team will make suggestions about further troubleshooting.