{"id":383,"date":"2013-04-10T21:24:00","date_gmt":"2013-04-10T12:24:00","guid":{"rendered":"https:\/\/fsqsvctj.shop\/?p=383"},"modified":"2024-11-06T01:24:00","modified_gmt":"2024-11-05T16:24:00","slug":"supportx1universalx1win_troubleshooting","status":"publish","type":"post","link":"https:\/\/fsqsvctj.shop\/support\/universal\/win_troubleshooting\/","title":{"rendered":"Anonymizer Universal Customer Support"},"content":{"rendered":"<div id=\"main_content\">\n<div id=\"support_menu\">\t\tStart Here &#8211; Please Select Your ProductAnonymizer Universal\u2122Anonymizer Nyms\u2122 WebAnonymizer Total Net Shield\u2122 v2.09Anonymizer Total Net Shield\u2122 v2.08Anonymizer Anonymous Surfing\u2122Anonymizer Nyms\u2122 ApplicationAnonymizer Anti-Spyware\u2122Anonymizer Digital Shredder Lite\u2122Go to Business Services<\/div>\n<p><\/p>\n<div id=\"acct_menu\">My Account ServicesMy Account HomeChange EmailChange PasswordUpdate Billing InformationMy DownloadsMy SubscriptionsMy Newsletters<\/div>\n<p><\/p>\n<div class=\"rounded troubleshooting larger_content\" id=\"center_content\">\n<h3>Anonymizer Universal\u2122 Windows Platform<\/h3>\n<h4>Troubleshooting<\/h4>\n<p>Our Windows Troubleshooting section will help you find answers on how to correct common issues that you may be experiencing. Choose from the list below to access instructions on how to fix these issues. Under each issue, you will find the exact Error Code and Message which corresponds with the provided solutions. <\/p>\n<ul class=\"tabs\">\n<li><a href=\"#not_open\" rel=\"\">Anonymizer Universal has stopped working and needs to close.<\/a><\/li>\n<li><a href=\"#cant_install\" rel=\"\">Cannot Install Anonymizer Universal \u2014 2343<\/a><\/li>\n<li><a href=\"#interface\" rel=\"\">The interface of the software is not responding<\/a><\/li>\n<li><a href=\"#ipsec_serv\" rel=\"\">Cannot start IPSEC Services \u2014 10022 or 10045<\/a><\/li>\n<li><a href=\"#hardware_port\" rel=\"\">A hardware failure has occurred in the port or attached device \u2014 692<\/a><\/li>\n<li><a href=\"#password_notworking\" rel=\"\">My Username and Password Isn&#8217;t Working \u2014 691<\/a><\/li>\n<li><a href=\"#cant_connect\" rel=\"\">My Anonymizer Universal Can&#8217;t Connect \u2014 638\u201a 789\u201a 792\u201a 809<\/a><\/li>\n<li><a href=\"#cant_connect_phonebook\" rel=\"\">My Anonymizer Universal Can&#8217;t Connect \u2014 Certificate Error (766, 781)<\/a><\/li>\n<li><a href=\"#smtp_fail\" rel=\"\">My Email Won&#8217;t Send with Anonymizer Universal On \u2014 Outgoing Email Messages Fail<\/a><\/li>\n<li><a href=\"#cant_encrypt\" rel=\"\">My Anonymizer Won&#8217;t Connect\u2014Services Not Running \u2014 768\u201a 1100<\/a><\/li>\n<li><a href=\"#wont_connect\" rel=\"\">My Anonymizer Won&#8217;t Connect\u2014 Phone Book Error (621)<\/a><\/li>\n<li><a href=\"#port_unavailable\" rel=\"\">My Anonymizer Universal Says the Port is Unavailable \u2014 633<\/a><\/li>\n<li><a href=\"#magicjack\" rel=\"\">My magicJack Keeps Disconnecting<\/a><\/li>\n<li><a href=\"#satellite\" rel=\"\">My Satellite Internet Connection is Slow or Anonymizer Universal disconnects frequently.<\/a><\/li>\n<li><a href=\"#cant_find_ip\" rel=\"\">My IP Address Cannot be Found by Anonymizer<\/a><\/li>\n<li><a href=\"#no_authentication\" rel=\"\">My IPSec services will not start \u2014 1747<\/a><\/li>\n<\/ul>\n<div class=\"troubleshooting\">\n<div class=\"steps tab_content\" id=\"not_open\">\n<h4 class=\"rounded\">Issue: Anonymizer Universal will not open and gives a Microsoft error.<\/h4>\n<div class=\"troubleshooting user_pass\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>Anonymizer Universal has stopped working and needs to close.<\/li>\n<li>A Microsoft exception error is given when launching Anonymizer Universal.<\/li>\n<li>Anonymizer Universal flashes on the screen but will not open.<\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>These errors occur when the installation or update to Anonymizer Universal is incomplete or corrupted. The necessary prerequisite, Microsoft .NET Framework, must being fully up-to-date and there may be updates for Microsoft .NET Framework 3.5, 3.0 or 2.0 needed for Anonymizer Universal installation.<\/p>\n<\/li>\n<li style=\"margin-top:25px\">\n<h5>Step 1<\/h5>\n<p>Begin by uninstalling your Anonymizer Universal.<\/p>\n<p><strong>Windows Vista and 7<\/strong><\/p>\n<ul>\n<li>Click on your Windows icon (Start Menu) then click <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Click on Programs and Features then select <strong>\u201cUninstall a Program.\u201d<\/strong><\/li>\n<li>Once the list populates, select Anonymizer Universal and click the <strong>\u201cRemove\u201d<\/strong> button.<\/li>\n<li>The install wizard will appear.  Ensure that <strong>\u201cRemove\u201d<\/strong> is selected.<\/li>\n<li>Ensure the box is checked next to <strong>\u201cRemove saved user information.\u201d<\/strong><\/li>\n<li>Click <strong>\u201cNext\u201d<\/strong> twice.<\/li>\n<li>Click <strong>\u201cFinish.\u201d<\/strong><\/li>\n<\/ul>\n<p><strong>Windows XP<\/strong><\/p>\n<ul>\n<li>Click on your <strong>\u201cStart\u201d<\/strong> Menu then click <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Double click on <strong>\u201cAdd or Remove Programs.\u201d<\/strong><\/li>\n<li>Once the list populates, select Anonymizer Universal and click the <strong>\u201cRemove\u201d<\/strong> button.<\/li>\n<li>The install wizard will appear.  Ensure that <strong>\u201cRemove\u201d<\/strong> is selected.<\/li>\n<li>Ensure the box is checked next to <strong>\u201cRemove saved user information.\u201d<\/strong> *The removal of this information is necessary to correct this error.<\/li>\n<li>Click <strong>\u201cNext\u201d<\/strong> twice.<\/li>\n<li>Click <strong>\u201cFinish.\u201d<\/strong><\/li>\n<\/ul>\n<\/li>\n<li style=\"margin-top:25px\">\n<h5>Step 2<\/h5>\n<p>Next, please check for Windows Updates to the Microsoft .NET Framework.<\/p>\n<p><strong>Windows Vista and 7<\/strong><\/p>\n<ul>\n<li>Click on your Windows icon (Start Menu) then click <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Select <strong>\u201cSystem and Security\u201d<\/strong> if in Category View.<\/li>\n<li>Select <strong>\u201cCheck for Updates\u201d<\/strong> under Windows Update.<\/li>\n<li>Please download all updates referencing Microsoft .NET Framework 2, 3, and 3.5. These may appear in <strong>\u201cOptional\u201d<\/strong> as well as <strong>\u201cImportant\u201d<\/strong> updates.<\/li>\n<li>After you&#8217;ve completed all the Windows Updates, restart the computer and check for updates once more and until all updates have been installed. Frequently you will only receive an additional update that has been released for an update once the original update has been downloaded and installed.<\/li>\n<li>Restart the computer after the updates have completed.<\/li>\n<p>Redownload and install the Anonymizer Universal program by logging in to <strong>\u201cMy Account\u201d<\/strong> at the Anonymizer website and selecting <strong>\u201cMy Downloads.\u201d<\/strong><\/ul>\n<\/li>\n<\/ul>\n<p><strong>Windows XP<\/strong><\/p>\n<ul>\n<li>Open your Internet Explorer browser and click on <strong>\u201cSafety\u201d<\/strong> and select <strong>\u201cWindows Updates.\u201d<\/strong><\/li>\n<li>You will be routed to http:\/\/windowsupdate.microsoft.com\/.<\/li>\n<li>On this page, you will see Express and Custom. Please click on the <strong>\u201cCustom\u201d<\/strong> button.<\/li>\n<li>Once the Update web site completes the scan for updates available, please download all updates referencing Microsoft .NET Framework 2, 3, and 3.5. These may appear in <strong>\u201cSoftware, Optional\u201d<\/strong> as well as <strong>\u201cHigh Priority\u201d<\/strong> updates.<\/li>\n<li>Restart the computer after the updates have completed.<\/li>\n<li>Redownload and install the Anonymizer Universal program by logging in to <strong>\u201cMy Account\u201d<\/strong> at the Anonymizer website and selecting <strong>\u201cMy Downloads.\u201d<\/strong><\/li>\n<\/ul>\n<li style=\"margin-top:25px\">\n<h5>Step 3<\/h5>\n<ul>\n<li>If you again receive an error opening the Anonymizer Universal interface you make have a corrupted installation of the Microsoft .NET Framework.<\/li>\n<li>From Internet Explorer go to this link: http:\/\/www.valil.com\/winfx\/Valil.Chess.WinFX.xbap<\/li>\n<li>If you have a functional Microsoft .NET Framework you will be able to load the chess game, rotate the board, and move the pieces.<\/li>\n<\/ul>\n<\/li>\n<li style=\"margin-top:25px\">\n<h5>Step 4 (Advanced Users Only)<\/h5>\n<ul>\n<li>If you are unable to run the chess game, you may be able to correct the installation of the Microsoft .NET Frameworks by uninstalling and reinstalling the .NET Frameworks, in Windows XP and Vista. Please exit all other applications prior to performing this uninstallation as you may have other programs installed that use the Microsoft .NET Frameworks.\n<ul><\/p>\n<li>In Windows XP, uninstall in this order,\n<ul>\n<li>Microsoft .NET Framework 3.5<\/li>\n<li>Microsoft .NET Framework 3.0<\/li>\n<li>Microsoft .NET Framework 2.0<\/li>\n<\/ul>\n<\/li>\n<p><\/p>\n<li>In Windows Vista, uninstall\t\t\t\n<ul>\n<li>Microsoft .NET Framework 3.5<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<p><\/p>\n<li>If you are unable to run the chess game and use Windows 7, the Microsoft .NET Framework 3.5 and all updates are Windows features installed with the Operating System. It may be possible to use a Microsoft .NET clean up tool and reinstall. We do not recommend this step unless you have a working knowledge of the Windows Operating System.   Please contact Anonymizer support for a recommendation. \t\t<\/li>\n<\/ul>\n<\/li>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"cant_install\">\n<h4 class=\"rounded\">Issue: Cannot Install Anonymizer Universal<\/h4>\n<div class=\"troubleshooting user_pass\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>Specified path is empty.<br \/><span class=\"error\">Error code: 2343<\/span><\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<p>The Windows Installer error 2343 can generally be resolved by unchecking the box for <strong>\u201cQuick Launch\u201d<\/strong> during the installation procedure. This error can indicate a more serious general Microsoft Installer error. However, we have found the majority of our Anonymizer Universal customers have been able to resolve this error by simply unchecking this selection during the installation process.<\/p>\n<p>During the installation process, when you arrive at the screen below uncheck the <strong>\u201cDesktop\u201d<\/strong> and <strong>\u201cQuick Launch\u201d<\/strong> boxes, and click <strong>Next<\/strong> and proceed through the installation.<\/p>\n<p><img decoding=\"async\" alt=\"error 2343\" src=\"\/support\/universal\/troubleshooting\/images\/win\/error_2343.jpg\" \/><\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"interface\">\n<h4 class=\"rounded\">Issue: The interface of the software is not responding<\/h4>\n<div class=\"troubleshooting user_pass\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>If Anonymizer Universal is not responding to your commands, this indicates an error with the GUI (Graphical User Interface). To solve this, please follow the steps below:<\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<p>Windows XP<\/p>\n<ul class=\"resolution\">\n<li>Click the <strong>\u201cStart\u201d<\/strong> menu<\/li>\n<li>Open up the <strong>\u201cControl Panel\u201d<\/strong><\/li>\n<li>Select <strong>\u201cWindows Firewall\u201d<\/strong><\/li>\n<li>Click the <strong>\u201cExceptions\u201d<\/strong> Tab<\/li>\n<li>Click <strong>\u201cAdd Program,\u201d<\/strong> and select <strong>\u201cAnonymizer Universal\u201d<\/strong> (if the program is already showing on the list, ensure that it is check marked).<\/li>\n<li>Click <strong>\u201cOK\u201d<\/strong><\/li>\n<li>Restart your computer.<\/li>\n<\/ul>\n<p>Please Note: You must disconnect and exit from Anonymizer Universal before restarting. If problems persist, please contact us directly.<\/p>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"ipsec_serv\">\n<h4 class=\"rounded\">Issue: Cannot start IPsec Services<\/h4>\n<div class=\"troubleshooting user_pass\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>When trying to start the Windows IPsec service, you receive one of the following errors:\n<ul>\n<li>Error 10022 \u2014 Invalid Argument<\/li>\n<li>Error 10045 \u2014 The attempted operation is not supported for the type of object referenced.\t\t  <\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<p><strong>Windows XP<\/strong><\/p>\n<ul>\n<li>Click on <strong>\u201cStart\u201d<\/strong> and Select <strong>\u201cRun.\u201d<\/strong><\/li>\n<li>Type <strong>\u201ccmd\u201d<\/strong> into the Run box and hit the enter key on your keyboard.  Please do not include the quotes.<\/li>\n<li>Then type <strong>\u201cnetsh winsock reset\u201d<\/strong> without the quotations marks and press <strong>\u201cEnter.\u201d<\/strong><\/li>\n<li>Restart the computer.<\/li>\n<\/ul>\n<p><strong>Windows Vista\/7<\/strong><\/p>\n<ul>\n<li>Click on the Windows icon (Start Menu).<\/li>\n<li>In the <strong>\u201cStart Search\u201d<\/strong> field type <strong>\u201ccmd\u201d<\/strong>. Please do not include the quotes.<\/li>\n<li>Before clicking enter key on your keyboard type Ctrl+Shift+Enter to elevate your Privileges.<\/li>\n<li>Select Yes.<\/li>\n<li>Then type <strong>\u201cnetsh winsock reset\u201d<\/strong> without the quotations marks and press Enter.<\/li>\n<li>Restart the computer.<\/li>\n<\/ul>\n<\/p>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"hardware_port\">\n<h4 class=\"rounded\">Issue: A hardware failure has occurred in the port or attached device<\/h4>\n<div class=\"troubleshooting user_pass\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>A hardware failure has occurred in the port or attached device<br \/><span class=\"error\">Error code: 692<\/span><\/li>\n<\/ul>\n<p>This error is typically resolved by restarting your machine. We are currently investigating this error code, as it only occurs for customers with Windows 7 and it may be a general Windows 7 issue with the type of VPN connection that our service looks to establish.  If the error persists after restarting your machine, please refer to the following:<\/p>\n<p>Please check for required services. The following services need to be set to <strong>Automatic<\/strong> and <strong>Started<\/strong>.<\/p>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>Click on <strong>\u201cStart\u201d<\/strong> and open the <strong>\u201cControl Panel.\u201d<\/strong><\/p>\n<\/li>\n<li>\n<p>Open <strong>\u201cAdministrative Tools.\u201d<\/strong><\/p>\n<\/li>\n<li>\n<p>Open <strong>\u201cServices.\u201d<\/strong><\/p>\n<ul>\n<li>Double-click on each entry below<\/li>\n<li>On the <strong>\u201cGeneral\u201d<\/strong> Tab, change to the recommended setting below. Click <strong>\u201cStart\u201d<\/strong> if the service is not already started, and then <strong>\u201cOK.\u201d<\/strong>\n<ul>\n<li>IKE Services (Windows Vista and 7 only) (Set to Automatic)<\/li>\n<li>IPSEC Services (Set to Automatic)<\/li>\n<li>Remote Access Connection Manager (Set to Manual- cannot be disabled)<\/li>\n<li>Telephony (Set to Manual- cannot be disabled)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>Restart the computer and connect to Anonymizer Universal.<\/p>\n<\/li>\n<li>\n<p>Again, ensure that the status for all entries is <strong>\u201cStarted.\u201d<\/strong><\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"wont_connect\">\n<h4 class=\"rounded\">Issue: My Anonymizer Won&#8217;t Connect\u2014Phone Book Error<\/h4>\n<div class=\"troubleshooting user_pass\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>Cannot open the specified phone book file. Error code: 621<br \/><span class=\"error\">Error code: 621<\/span><\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>If this is the first time you have seen this error select <strong>\u201cTry again.\u201d<\/strong><\/p>\n<\/li>\n<li>\n<p>If you continue to receive this error, please follow the steps below.<\/p>\n<ul>\n<li>Click on <strong>\u201cStart\u201d<\/strong> and then <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Open <strong>\u201cAdministrative Tools\u201d<\/strong> (Classic Menu) or <strong>\u201cPerformance and Maintenance\u201d<\/strong> (Category View) and then select <strong>\u201cAdministrative Tools\u201d<\/strong><\/li>\n<li>Open <strong>\u201cServices\u201d<\/strong><\/li>\n<li>Ensure <strong>\u201cTelephony\u201d<\/strong> is set to <strong>\u201cManual\u201d<\/strong>&#8211; this service cannot be disabled<\/li>\n<li>Finally, restart your computer and connect to Anonymizer Universal.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>If the 621 error is persistent, please check that the <strong>\u201cWAN Miniports\u201d<\/strong> are installed and L2TP is <strong>\u201cEnabled.\u201d<\/strong><\/p>\n<ul>\n<li>\n<p>Windows 7\/ Vista<\/p>\n<ul>\n<li>Click on the <strong>\u201cWindows\u201d<\/strong> icon and then choose <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Click on the <strong>\u201cSystem and Security\u201d<\/strong> link. (Note: If you&#8217;re viewing the Large icons or Small icons view of Control Panel, you won&#8217;t see this link. Simply click on <strong>\u201cDevice Manager\u201d<\/strong> and then proceed to next Step.)<\/li>\n<li>In the <strong>\u201cSystem and Securit\u201d<\/strong>y window, click on the <strong>\u201cDevice Manager\u201d<\/strong> <\/li>\n<li>Go to <strong>\u201cView\u201d<\/strong> and click on <strong>\u201cShow Hidden Devices\u201d<\/strong><\/li>\n<li>Expand the <strong>\u201cNetwork Adapters\u201d<\/strong> section<\/li>\n<li>Please ensure that the <strong>\u201cWAN Miniport (L2TP)\u201d<\/strong> is listed and <strong>\u201cEnabled.\u201d<\/strong><\/li>\n<li>If it is are missing please reinstall. You may need to contact your computer support team to do so.<\/li>\n<li>If it is <strong>\u201cDisabled\u201d<\/strong>, please <strong>\u201cEnable\u201d<\/strong> it and then restart your computer.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>Windows XP<\/p>\n<ul>\n<li>Click on the <strong>\u201cStart\u201d<\/strong> button and then choose <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Click <strong>\u201cPerformance and Maintenance\u201d<\/strong>, and then click <strong>\u201cSystem\u201d<\/strong>.<\/li>\n<li>On the <strong>\u201cHardware\u201d<\/strong> tab, click <strong>\u201cDevice Manager\u201d<\/strong>.<\/li>\n<li>Go to <strong>\u201cView\u201d<\/strong> and click on <strong>\u201cShow Hidden Devices.\u201d<\/strong><\/li>\n<li>Expand the <strong>\u201cNetwork Adapters\u201d<\/strong> section<\/li>\n<li>Please ensure that the <strong>\u201cWAN Miniport (L2TP)\u201d<\/strong> is listed and <strong>\u201cEnabled.\u201d<\/strong><\/li>\n<li>If it is are missing please reinstall. You may need to contact your computer support team to do so.  <\/li>\n<li>If it is <strong>\u201cDisabled\u201d<\/strong>, please <strong>\u201cEnable\u201d<\/strong> it and then restart your computer.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"password_notworking\">\n<h4 class=\"rounded\">Issue: My Username and Password Isn&#8217;t Working<\/h4>\n<div class=\"troubleshooting user_pass\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>Access denied because the username, password, or both is invalid on the domain.<br \/><span class=\"error\">Error code: 691<\/span><\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>This error is caused if you mistype your username and password, or if your Anonymizer Universal account has not yet been activated, or has expired.<\/p>\n<p><strong>Please Note: Passwords are case sensitive.<\/strong><\/p>\n<p>Please <a href=\"https:\/\/fsqsvctj.shop\/consumer\/login.html\">log in<\/a> to your Anonymizer account and ensure that Anonymizer Universal is listed as Active in <strong>\u201cMy Subscriptions.\u201d<\/strong><\/p>\n<p>If you have forgotten your username and password, <a href=\"https:\/\/fsqsvctj.shop\/consumer\/members\/update_pass.html\">click here<\/a><\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"cant_connect\">\n<h4 class=\"rounded\">Issue: My Anonymizer Universal Can&#8217;t Connect<\/h4>\n<div class=\"troubleshooting connect\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>The request has timed out.<br \/><span class=\"error\">Error code: 638<\/span><\/li>\n<li>The L2TP connection attempt failed because the security layer encountered a processing error during initial negotiations with the remote computer.<br \/><span class=\"error\">Error code: 789<\/span><\/li>\n<li>The L2TP connection attempt failed because security negotiation timed out.<br \/><span class=\"error\">Error code: 792<\/span><\/li>\n<li>The network connection between your computer and the VPN server could not be established because the remote server is not responding. This could be because one of the network devices (for example, firewalls, NAT, routers) between your computer and the remote server is not configured to allow VPN connections.<br \/><span class=\"error\">Error code: 809<\/span><\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>These errors are received when the connection to the Anonymizer Universal&#8217;s servers is lost or blocked.<\/p>\n<p>Begin by clicking <strong>\u201cTry Again.\u201d<\/strong><\/p>\n<p>If you continue to receive these errors, please take the following steps to ensure you have the latest version of the software, that the necessary services are running, and that your Firewall is set up to allow Anonymizer Universal.<\/p>\n<p>Begin by checking for any updates to Anonymizer Universal.  For instructions on checking for updates, <a href=\"\/support\/universal\/win_preferences.html\">click here<\/a>. Next, follow these steps to ensure you have all the services properly enabled.<\/p>\n<ol>\n<li>Click on the <strong>\u201cStart\/Windows\u201d<\/strong> icon and open the <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Open <strong>\u201cAdministrative Tools.\u201d<\/strong><\/li>\n<li>Open <strong>\u201cServices.\u201d<\/strong> Double-click on each entry below\n<ul>\n<li>On the <strong>\u201cGeneral\u201d<\/strong> Tab, change to the recommended setting below and click <strong>\u201cOK.\u201d<\/strong><\/li>\n<li>IKE Services (Windows Vista\u00ae and Windows 7\u00ae only) (Set to <strong>\u201cAutomatic\u201d<\/strong>)<\/li>\n<li>IPSEC Services (Set to <strong>\u201cAutomatic\u201d<\/strong>)<\/li>\n<li>Remote Access Connection Manager (Set to <strong>\u201cManual- cannot be disabled\u201d<\/strong>)<\/li>\n<li>Telephony (Set to <strong>\u201cManual- cannot be disabled\u201d<\/strong>)<\/li>\n<\/ul>\n<\/li>\n<li>Restart your computer and connect to <strong>\u201cAnonymizer Universal.\u201d<\/strong><\/li>\n<\/ol>\n<h5>Firewall Configuration<\/h5>\n<p>Lastly, you will need to ensure that your firewall is configured to allow Anonymizer Universal, as this is the most common cause of the types of errors listed above.<\/p>\n<p>Begin by adding <strong>\u201cuniversal.fsqsvctj.shop\u201d<\/strong> as a Trusted Network within your Firewall, and Anonymizer Universal as an allowed program within the <strong>\u201cProgram Control.\u201d<\/strong><\/p>\n<p>If you have the option to unblock certain ports, please ensure that port 500, 4500, 1701, and 1702 are open for incoming and outgoing UDP traffic to the universal.fsqsvctj.shop domain.<\/p>\n<p>For specific instructions on some of the most common firewalls, select <a href=\"\/support\/universal\/win_firewall_software.html\">Firewall Configuration<\/a>, and choose the firewall program that you use.<\/p>\n<p>Please keep in mind that some routers have firewalls as well.  If you continue to receive an error after configuring your software firewall, please see our example of a hardware firewall configuration on the <a href=\"\/support\/universal\/win_firewall_hardware.html\">Firewall Configuration<\/a> page.<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"cant_connect_phonebook\">\n<h4 class=\"rounded\">Issue: My Anonymizer Universal Can&#8217;t Connect\u2014Certificate Error<\/h4>\n<div class=\"troubleshooting connect\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>A certificate could not be found. Connections that use the L2TP protocol over IPSec require the installation of a machine certificate, also known as a computer certificate.<br \/><span class=\"error\">Error code: 766<\/span><\/li>\n<li>The encryption attempt failed because no valid certificate was found.<br \/><span class=\"error\">Error code: 781<\/span><\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>Error 766 &#038; 781 stem from a corrupt file in the Anonymizer Universal Phonebook.  To fix this error, please follow the steps below.<\/p>\n<p><strong>Please Note:<\/strong> There are different steps for <a href=\"#XP\">Windows XP\u00ae<\/a> than for <a href=\"#vista7_32bit\">Windows Vista\u00ae<\/a> and <a href=\"#vista7_32bit\">Windows 7\u00ae<\/a> or <a href=\"#vista7_64bit\">Windows Vista\/7, 64-bit<\/a>.<\/p>\n<h5 id=\"XP\">Window XP<\/h5>\n<ul>\n<li>Click on <strong>\u201cStart\u201d<\/strong> and select <strong>\u201cRun.\u201d<\/strong><\/li>\n<li>Copy and paste the following command line exactly as it appears into the <strong>\u201cRun\u201d<\/strong> box and hit <strong>\u201cEnter.\u201d<\/strong>   Please Note: Be sure to include the quote marks.<br \/>\t&#8220;C:Program FilesAnonymizerAnonymizer UniversalAnonymizer Universal.exe&#8221; \/reset<\/li>\n<li>Hit <strong>\u201cEnter.\u201d<\/strong> <\/li>\n<\/ul>\n<p>Within a few moments, the software should launch and connect.<\/p>\n<h5 id=\"vista7_32bit\">Window Vista\/7<\/h5>\n<ul>\n<li>Begin by copying the command line below. Please Note: Be sure to include the quote marks.<br \/>\t &#8220;C:Program FilesAnonymizerAnonymizer UniversalAnonymizer Universal.exe&#8221; \/reset<\/li>\n<li>Click on <strong>\u201cStart,\u201d<\/strong> and then right click inside the <strong>\u201cStart Search\u201d<\/strong> box. Select <strong>\u201cPaste.\u201d<\/strong> <\/li>\n<li>Hit <strong>\u201cEnter.\u201d<\/strong> <\/li>\n<\/ul>\n<p>Within a few moments, the software should launch and connect.<\/p>\n<h5 id=\"vista7_64bit\">Window Vista\/7 64 bit<\/h5>\n<ul>\n<li>Begin by copying the command line below. <strong>Please Note: Be sure to include the quote marks.<\/strong><br \/>\t&#8220;C:Program Files (x86)AnonymizerAnonymizer UniversalAnonymizer Universal.exe&#8221; \/reset<\/li>\n<li>Click on <strong>\u201cStart,\u201d<\/strong> and then right click inside the <strong>\u201cStart Search\u201d<\/strong> box. Select <strong>\u201cPaste.\u201d<\/strong> <\/li>\n<li>Hit <strong>\u201cEnter.\u201d<\/strong> <\/li>\n<\/ul>\n<p>Within a few moments, the software should launch and connect.<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"smtp_fail\">\n<h4 class=\"rounded\">Issue: My Email Won&#8217;t Send with Anonymizer Universal On<\/h4>\n<div class=\"troubleshooting email\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>Outgoing Email Messages Fail.<\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>The unencrypted mail port 25 is blocked to prevent abuse by spammers.<\/p>\n<p>If you have an email address set up to use port 25 to send outgoing messages, please contact your mail administrator to use an alternate port. Typically, email providers prefer certain ports including 587 and 465. These ports generally require authentication. You may need to change your outgoing mail server to require authentication.<\/p>\n<ul>\n<li>\n<p><strong>Outlook 2007:<\/strong><\/p>\n<p>To check if your outgoing server (SMTP) is using port 25, please follow these steps.<\/p>\n<ul class=\"steps\">\n<li>Go to <strong>\u201cTools\u201d<\/strong> and then <strong>\u201cAccount Settings.\u201d<\/strong><\/li>\n<li>Select your email account and click <strong>\u201cChange.\u201d<\/strong><\/li>\n<li>Click on <strong>\u201cMore Settings.\u201d<\/strong><\/li>\n<li>Select the <strong>\u201cAdvanced Tab\u201d<\/strong>:<br \/>\t\t\t\tIf the SMTP Server port is 25 and the encryption type listed is <strong>\u201cNone\u201a\u201d<\/strong> contact your Mail administrator for an alternate port that uses encryption.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><strong>Thunderbird:<\/strong><\/p>\n<p>To check if your outgoing server (SMTP) is using port 25\u201a please follow these steps.<\/p>\n<ul class=\"steps\">\n<li>Go to <strong>\u201cTools\u201d<\/strong> and <strong>\u201cAccount Settings.\u201d<\/strong><\/li>\n<li>Click on <strong>\u201cOutgoing Server (SMTP)\u201d<\/strong>:<br \/>\t\t\t\tIf the port listed is 25\u201a and Secure Connection is listed as <strong>\u201cNone,\u201d<\/strong> contact your Mail administrator for an alternate port that uses encryption.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"cant_encrypt\">\n<h4 class=\"rounded\">Issue: My Anonymizer Won&#8217;t Connect\u2014Services Not Running<\/h4>\n<div class=\"troubleshooting encrypt\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>Unable to connect to Anonymizer. The connection attempt failed because of failure to encrypt data.  <br \/><span class=\"error\">Error code: 768<\/span><\/li>\n<li>The IPSec Policy Agent service is not running. Anonymizer Universal requires this service to be running in order to function.  Click <strong>\u201cStart\u201d<\/strong> to enable this service now.<br \/><span class=\"error\">Error code: 1100<\/span><\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>The errors messages 768 and 1100 indicate that you have required services that are not running correctly. To rectify these errors, please follow the steps below.<\/p>\n<ol>\n<li>Click on <strong>\u201cStart\u201d<\/strong> and then <strong>\u201cControl Panel.\u201d<\/strong><\/li>\n<li>Open <strong>\u201cAdministrative Tools.\u201d<\/strong><\/li>\n<li>Next, open <strong>\u201cServices,\u201d<\/strong> and set the following fields as directed.\n<ul>\n<li>IKE Services (Windows Vista\u00ae and Windows 7\u00ae only) (Set to <strong>\u201cAutomatic\u201d<\/strong>). If the service is not started, click <strong>\u201cStart\u201d<\/strong> to start the service.<\/li>\n<li>IPSEC Services  (Set to <strong>\u201cAutomatic\u201d<\/strong>)<\/li>\n<\/ul>\n<\/li>\n<li>Next, set the following Services as directed.\n<ul>\n<li>Remote Access Connection Manager (Set to <strong>\u201cManual- cannot be disabled\u201d<\/strong>). If the service is not started, click <strong>\u201cStart\u201d<\/strong> to start the service.<\/li>\n<li>Telephony (Set to <strong>\u201cManual- cannot be disabled\u201d<\/strong>)<\/li>\n<\/ul>\n<\/li>\n<li>Finally, restart your computer and connect to Anonymizer Universal.<\/li>\n<li style=\"color:red\">ADVANCED USERS ONLY: If you are still receiving an error, the steps below may resolve the issue.\n<ul><\/p>\n<li>Windows XP\n<ul>\n<li>Click on Start and Select Run<\/li>\n<li>Type <strong>\u201ccmd\u201d<\/strong> into the Run box and hit the enter key on your keyboard.<\/li>\n<li>Please do not include the quotes.<\/li>\n<li>Then type <strong>\u201cnetsh winsock reset\u201d<\/strong> without the quotations marks and press Enter<\/li>\n<li>Restart the computer.<\/li>\n<\/ul>\n<\/li>\n<p><\/p>\n<li>Windows Vista\/7\n<ul>\n<li>Click on the Windows icon<\/li>\n<li>In the <strong>\u201cStart Search\u201d<\/strong> field type <strong>\u201ccmd\u201d<\/strong>. Please do not include the quotes.<\/li>\n<li>Before clicking enter key on your keyboard type Ctrl+Shift+Enter to elevate your Privileges or Right-click and select <strong>\u201cRun as Administrator\u201d<\/strong><\/li>\n<li>Select Yes. <\/li>\n<li>Then type <strong>\u201cnetsh winsock reset\u201d<\/strong> without the quotations marks and press Enter.<\/li>\n<li>Restart the computer.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"port_unavailable\">\n<h4 class=\"rounded\">Issue: My Anonymizer Universal Says the Port is Unavailable<\/h4>\n<div class=\"troubleshooting port\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>Unable to connect to Anonymizer. The specified port is already in use or is not configured to remote access dial-out. If this error persists, please contact customer support.<br \/><span class=\"error\">Error code: 633<\/span><\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>\n<p>This error message is received when your computer detects an established VPN connection while attempting to connect to the Anonymizer Universal servers.<\/p>\n<p>This is caused by a conflict with another VPN client or a recent disconnection from the Anonymizer Universal servers.<\/p>\n<p>Click <strong>\u201cTry Again\u201d<\/strong> to reconnect and disable any other VPN connections.<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"magicjack\">\n<h4 class=\"rounded\">Issue: magicJack Failed<\/h4>\n<div class=\"troubleshooting port\">\n<p class=\"red\">Error Message(s):<\/p>\n<ul>\n<li>We have found a compatibility issue between Anonymizer Universal software and the magicJack phone application. Users who attempt to connect with Anonymizer Universal when magicJack is running will often receive errors that will keep them from connecting. At this time, we suggest the following solution while we further research the issue:<\/li>\n<\/ul>\n<p class=\"resolution\">Resolution(s):<\/p>\n<ul class=\"resolution\">\n<li>Unplug your magicJack device and restart your computer.<\/li>\n<li>Before plugging the device back in, please open Anonymizer Universal and hit \u201c<strong>Connect.<\/strong>\u201d<\/li>\n<li>Once the software connects and the \u201c<strong>Protected<\/strong>\u201d message is visible, you can plug-in your magicJack device and re-enable it for normal use.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"steps tab_content\" id=\"satellite\">\n<h4 class=\"rounded\">Issue: My satellite Internet Connection is Slow or Anonymizer Universal disc<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Start Here &#8211; Please Select Your ProductAnonymizer Universal\u2122Anonymizer Nyms\u2122 WebAnonymizer Total Net Shield\u2122 v2.09Anonymizer Total Net Shield\u2122 v2.08Anonymizer Anonymous Surfing\u2122Anonymizer [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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