1 VPN Trouble Shooting

Sometimes even the best laid plans go awry. This guide is intended to help you, as well as us developers, to work out any problems you run in to using 1 VPN for Android. This guide assumes that you have looked at the help documentation available for 1 VPN.

0. General bug reporting guide lines.

Information that may help us figure out the cause of some problem are:

a. A step by step description how to make the problem appear.

b. A screen shot (if you happen to have the debug monitor installed), or description of what you see on the screen (e.g. any error messages).

c. The system log. There are several apps available in the market that let you create a comprehensive bug report containing info about the device as well as a log of the recent activity. A simple one, that works is: Bug Reporter

d. Send us an email with the above info, and so we get back to you.

Thanks for your help!

1. Adding a VPN account doesn't work

If you can't even add an account, that is, after adding an account, it doesn't show up in the list of VPN accounts, then there's a major problem. We're obviously very concerned about fixing this type of problem, so if you run into it, please follow the general bug reporting guide lines above to help us solve it.

2. Connecting doesn't work

This might not be a bug in the 1 VPN app, but rather a problem with the VPN support of android, or even an issue not related to Android at all. First run through the following check list.

1. Look at any error message that you may get. They often given an indication of what might be wrong. It may be the username or password, certificates, some problems with the server, et c.
2. Try connecting over wifi. If the VPN works over wifi but not over mobile connection (GPRS, Edge or whatever you may be using), the problem is not the app, but rather that the the connection is too slow or just rejected by the server.
3. Try connecting using the Android built-in VPN settings. That is, from your home screen menu click: Settings>Wireless & Networks>VPN settings. Then add the connection and try connecting. If this fails, it means that the problem lies in the Android's VPN support, or on the server side. In any case, it's nothing that can be fixed by the 1 VPN app.
4. If you do have a connection that works when using the Android VPN Settings, and is configured exactly the same way in the 1 VPN app but doesn't connect, then please send us a bug report. Please include exact info about how VPN is configured (obviously don't include password or any info like that). It would also help us immensely if you could include a system log (see above on how to do this).

3. Known problems

WORKAROUND Exists: CyanogenMod - can't connect

If you use a CyanogenMod ROM then you might notice that 1 VPN doesn't connect. To fix this, all you need to do is to connect a VPN once using the Android settings. This will create some missing system files, and after that 1 VPN should work without a problem.

FIXED as of 1.5.9: Samsung Galaxy S (II/4G)

We have a number of reports that starting from Android 2.3.3, some of these phones don't like the 1 VPN app any more. We're sorry for any problem this may have caused our users. We're working on finding a solution, but since it is not a consistent issue (on some phones it works on others not) it is quite tricky isolate the problem.

FIXED in 1.3: The widget doesn't always react

We've received a couple of reports on variations of this problem, where the widget doesn't seem to react immediately, or requires clicking twice to connect.

We hope that this is fixed in the most recent release (1.2) but if you still run in to this problem, please let us know, and send us a bug report.

4. Other issues.

The above issues are the ones that have come to our attention from the users, but if you find other issues, then don't hesitate to send us a bug report.