Frequently Asked Questions

Technical Support Report (TSR) is generally not encrypted. The data transmission is preformed directly from your computer to our internal servers and will never be shared with third parties. The TSR contains connection logs, application logs, screenshots of the app and information on installing and configuring VPN Tracker. In addition, the current system and network configuration of the computer, as well as precise filtered log messages from the console and a heavily filtered system profile, but always only information that is relevant for VPN use or use of VPN Tracker itself. In addition, there may be crash logs of the VPN Tracker system components, if available. The TSR does not contain any passwords (pre-shared key, key file, XAUTH or other login data), even if they have been saved in the connection. It does not contain any keys or certificates of connections. It does not contain an unfiltered system log with log messages of irrelevant applications. It does not contain a complete system profile and no file content, except for files that VPN Tracker has created and managed itself. It is not possible to set up a VPN tunnel with the data from a TSR alone, since all the security-relevant information that would be required for this is not available.

What does Extended Diagnostics mean?

If you activate extended diagnostics, you give us permission to request additional TSRs for the duration of the permission. This has the same security parameters as described abobve. With this option selected, we can check if reported problems still exist and provide faster support without additional user interaction. To send us a TSR, open the VPN Tracker App and choose "Help">"Contact Support" in the top menu bar.