Welcome to the personalVPN™-PPTP Frequently Asked Questions
1. I just set up my PPTP VPN and it won’t connect.
Are you including “@witopia” in your username so it’s in the format “johnsmith@witopia”?
Are you entering your username and password EXACTLY as you entered them when you activated your account? Our systems are case-sensitive.
Configure your firewall and/or router to allow PPTP. Check your router and make sure VPN passthrough is enabled. If you see no such setting, you will need to make sure port TCP 1723 is open as well as IP Protocol 47 (GRE) as both must be allowed for the PPTP VPN to connect. Software firewalls like Norton, McAfee, ZoneAlarm, etc. may also need to be configured to allow the VPN through.
Additionally, Windows users can try renewing your IP address and clearing your DNS and ARP cache by doing the following:
1. Click Start -> Run -> they type "cmd" to open a command window 2. Type "ipconfig /release all" and press "Enter", 3. Type "ipconfig /renew all" and press "Enter", 4. Type "ipconfig /flushdns" and press "Enter", and 5. Type "netsh interface ip delete arpcache" and press "Enter" 6. Try connecting again.
2. I forgot my PPTP VPN username or password. How do I recover?
E-mail firstname.lastname@example.org with your personalVPN-PPTP order number (ORD#) and ask that it be checked. Include your account information if possible or definitely try and use the e-mail account with which you signed up as we need to make sure it’s really you before we share information.
3. I want to change my PPTP password. How do I do that?
E-mail email@example.com with your PPTP username and send us what you want it changed to and we will change right away. Include your account information if possible or definitely try and use the e-mail account with which you signed up as we need to make sure it’s really you before we make changes.
4. My PPTP account was working fine but now I can’t connect.
Has your account expired? Accounts are active for 12 months after activation.
Is it possible you’ve had 5 incorrect logins? If so, our systems may have suspended your account for security reasons. E-mail firstname.lastname@example.org with your PPTP username and ask that it be checked. Include your account information if possible or definitely try and use the e-mail account with which you signed up as we need to make sure it’s really you before we share information.
Did you recently install any new software updates to your firewall or anti-virus software? If so, it’s possible the VPN is being blocked by a firewall. If you have a personal firewall installed, check and make sure "VPN passthrough" is enabled. If you see no such setting, you will need to make sure port tcp 1723 is open as well as IP Protocol 47 (GRE). Both must be allowed for the PPTP VPN to connect.
Are you connecting from a different or new location? It could be this location blocks PPTP VPNs. If that's the case, there isn't much we can do to help.
5. I’m receiving error 619 when I try to connect.
This usually indicates something is blocking the PPTP "tunnel" from connecting. It could, and most likely is either a personal firewall installed on your computer or your router. See Q1 or Q4 (above) for tips on what needs to be configured. In some cases, ISPs have been known to block PPTP, if this ends up being the case, there's not much we can do besides suggesting upgrading to personalVPN-SSL, please e-mail email@example.com for either a refund or store credit to purchase the upgrade.
You can also try this:
1. Click Start -> Run -> then type "cmd" to open a command window 2. Type "netsh int ip reset reset.txt" and press "Enter" 3. Try connecting again.
6. I’m receiving error 691 when I try to connect.
The username or password is incorrect, make sure you enter your username and password EXACTLY as you entered them when you activated your account. Our systems are case-sensitive.
Another computer is connected using the same account. If you are sure no one else is using your account or another device you've configured is connected, wait a few minutes and try connecting again.
7. I’m receiving error 800 when I try to connect.
Similar to #5 (above), usually means the VPN server is unreachable, or security parameters may not be configured properly for this connection.
8. I'm connected but I can't browse the Internet or my connection is really slow.
Your ISP may be blocking you using their DNS (Domain Name system) server. Or, there is some other DNS failure. WiTopia provides DNS service for its customers and we recommend you take advantage of it to maintain complete privacy and for best performance.
If your PC is set to use DHCP (Macs should have "Location" set to Automatic in their Network settings) this **should** happen automatically so if you are still unable to browse you may need to adjust your computer's settings manually.
WiTopia has customer DNS servers available in 4 cities:
220.127.116.11 (Washington, DC)
18.104.22.168 (Manchester, GB)
22.214.171.124 (Hong Kong, CN)
126.96.36.199 (San Francisco, CA
Below is where to find these settings by OS:
Windows XP Users:
Microsoft has an article here on "How to configure TCP/IP to use DNS in Windows XP".
Or, here is a simplified version:
1. Click Start -> Control Panel -> Network and Internet Connections, and then click Network Connections.
2. Generally, Right-click Local Area Connection.
3. On the General tab (for a local area connection), or the Networking tab (for all other connections), click Internet Protocol (TCP/IP), and then click Properties.
Microsoft has an article here called "Windows Vista Help: Change TCP/IP settings"
TIGER users open "System Preferences" then "Network" then "TCP/IP" LEOPARD users open "Network Preferences", click "Advanced" button, then "DNS"
9. I’ve heard that PPTP VPNs are not very secure. Is that accurate?
No. Although it is true that other VPN technology, such as our OpenVPN-based SSL service, are considered “more secure” by experts, PPTP VPNs are very secure if deployed properly. We use RADIUS authentication to verify customer credentials and suspend accounts automatically after 5 cumulative incorrect attempts. We also use 128-bit encryption which would take thousands to millions of years to break with modern computing power. The main item of concern with PPTP is when a weak password is chosen. That could allow a “bad guy” compromise your VPN under the right conditions. Do not use a word that can be found in the dictionary or something trivial like “admin” or “123456” as your password. It is best to use a mix of letters, numbers, and symbols of at least 8 characters in length. As long as you choose a solid password, you will enjoy complete security when using your PPTP VPN from WiTopia.
10. I'm running Skype on my iPhone or iPod Touch and I get an error that says "Skype over 3G network is not allowed..."
Unfortunately, there is either a bug with the Skype Application or a flaw in the iPhone/iPod Touch softare that is causing this. At the current time, we do not know of a workaround.
11. None of this addresses the problem I'm having, what next?