Support: Downloads, Help and Contact

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Can I configure WireGuard connections with 2-Factor Authentication?

The WireGuard protocol itself does not support 2-Factor Authentication (2FA) for VPN connections. However, when using WireGuard connections with VPN Tracker, you can enhance your overall security by enabling 2FA for your VPN Tracker account.

This means your VPN configuration and access are protected with an additional layer of security, while your WireGuard connections remain end-to-end encrypted for maximum protection.

Using VPN Tracker is the best way to benefit from the performance and security of WireGuard, along with modern account-level protections like 2FA.

What is VPN Tracker?

VPN Tracker is a professional VPN client for macOS and iOS, designed for businesses. It provides secure and reliable remote access to internal company networks from any Mac, iPhone and iPad.

Can VPN Tracker replace my Windows VPN client?

Absolutely. VPN Tracker is the macOS alternative to Windows-based VPN clients like Cisco AnyConnect, Shrew Soft VPN, FortiClient, GlobalProtect (Palo Alto Networks), SonicWall Mobile Connect, WatchGuard Mobile VPN, OpenVPN, Check Point Endpoint Security VPN, and F5 BIG-IP Edge Client, and others, with added features tailored for Apple devices.

Why do businesses need VPN Tracker when switching to Mac?

As businesses transition away from Windows 10, many are adopting macOS. VPN Tracker ensures these organizations can maintain secure, enterprise-grade VPN access for remote work, IT administration, and field staff.

Can I establish a VPN tunnel within an existing VPN tunnel (tunnel-in-tunnel)?

No, macOS does not support establishing a VPN tunnel within an existing VPN connection (“tunnel-in-tunnel”). If you’re already connected to a VPN, the system typically prevents setting up a second VPN tunnel through that connection. Background: This is a limitation of macOS itself, not of VPN Tracker. It affects use cases such as: • Trying to connect to a second VPN through an already active VPN tunnel. • Attempting to route site-to-site connections through an existing user VPN session.

Is VPN Tracker compatible with M1 and M2 Macs?

Yes, VPN Tracker is fully optimized for Apple Silicon Macs, including M1 and M2 chips, offering high performance and long battery life.

Do I need to reconfigure my firewall or VPN gateway?

Usually not. VPN Tracker works with your existing VPN infrastructure. It supports configurations for SonicWall, Fortinet, Cisco, Sophos, and many others out of the box.

Can I contact you if I need help?

Yes, absolutely! Our support team is happy to assist you. Click here to open the contact form.

Sometimes I get an XAuth timeout when connecting. When I try again, VPN Tracker asks me for my password. How can I turn this off?

Disabling this behavior entirely is not possible. VPN Tracker waits a certain amount of time for a response from the authentication server. If there’s no response, the app cannot know whether the password was incorrect or if the server is simply slow to respond—so it asks for the password again, just in case. Possible alleviation of the problem: Increase the timeout value to give VPN Tracker more time to wait for a server response. You can adjust this under: “Credential Prompt Timeout” (German: Anzeigedauer für Authentifizierungsdialoge). This helps reduce unnecessary password prompts when connecting to slow or overloaded servers.

Is there a central management option for teams?

Yes, VPN Tracker offers team management features including configuration deployment, license control, and access auditing for IT admins.

Can I use VPN Tracker in a zero-trust or hybrid work environment?

Yes. VPN Tracker is built for modern IT environments with support for certificate-based authentication, MFA, and integration with enterprise-grade security policies.

How can I migrate from a Windows VPN setup to VPN Tracker on Mac?

VPN Tracker offers detailed setup guides and import tools to help migrate VPN configurations from Windows clients to Mac quickly and securely.

Does VPN Tracker support all major VPN protocols?

Yes, VPN Tracker supports a wide range of protocols including IPsec, L2TP, Cisco EasyVPN, OpenVPN, IKEv2, and SSL VPNs — fully compatible with most enterprise-grade firewalls and routers.

The VPN seems connected but I can't connect to my server or transfer data. What is wrong?

There are a number of possible causes for such a behavior. This FAQ will help you to find out what is causing the problem in your specific situation. In this FAQ we will be using destination device as a generic term for the device you are trying to connect to. The destination device can be anything from a normal computer, to a server, to a network printer.

1. Are you trying to connect to the destination device using a host name?

If you are using a host name, please try once using its IP address instead. If that works, the problem has to do with DNS resolution. Please make sure DNS is enabled for the VPN connection and correctly configured. Note that using Bonjour or NETBIOS hostnames is generally not possible over VPN.

2. Is the IP address you are connecting to really part of the remote network?

For example, if your remote network is 192.168.13.0/24, you should be able to connect to IPs starting with 192.168.13.x, but connections to IPs starting with 192.168.14.x will not work as they are outside the address range of traffic tunneled through the VPN.

3. Is the local address in VPN Tracker part of the remote network?

Using a local address in VPN Tracker (Basic > Local Address) that is part of the remote network is not possible with most VPN gateways. Please use a local address that is outside all remote networks. For example, if your remote network is 192.168.13.0/24, do not use an address starting with 192.168.13. If you are using an automatic configuration method (e.g. Mode Config, EasyVPN, DHCP over VPN) you may be able to assign a local address to VPN Tracker that is part of the remote network. Refer to the configuration guide for your VPN gateway for more information.

4. Could multiple VPN users use the same local address?

If multiple VPN users exist, pleas make sure no two users are using the same local address (Basic > Local Address), otherwise one of them will not be able to use the tunnel anymore whenever both of them are connected. If that field is empty in your configuration, VPN Tracker will just use the IP address of your primary network interface as local address, and of course, this can also cause an address conflict with another user, that’s why we do not recommend to leave that field empty if there are multiple VPN users.

5. Can you ping the LAN address of the VPN gateway?

You can find a ping tool directly in VPN Tracker under Tools > Ping Host. The LAN address of the VPN gateway is special in the regard that this address doesn’t need to be routed at all. So if you can ping that address but no other remote address, it is most likely a routing issue at the remote end.

6. If you can't ping anything, try re-running the VPN Availability Test

The VPN Availability Test can be found in the menu: Tools > VPN Availability Test. Then try connecting the VPN again. The results of this test depend on the capabilities of your local Internet router/modem or the Internet connection itself and they influence how the VPN tunnel is established. VPN Tracker automatically runs the test for every new Internet connection it is able to detect but even if a connection has been tested before, there are various reasons why the behavior of that connection may have changed in the meantime.

7. Is your VPN gateway the default gateway (router) of its network?

If the VPN gateway is not the default gateway, you will in many cases need a suitable routing setup in order for responses to reach you. Whenever a device doesn’t know how to reach an IP address directly, it forwards its reply to its default gateway and if that isn’t the VPN gateway, it won’t know what to do with that reply data. In that case its important to configure the default gateway to forward replies to VPN users to the VPN gateway.

8. Is your VPN gateway the default gateway (router) of its network?

For more details, we would like to direct you to the following FAQ entry.

I am having trouble with a World Connect connection. What can I do?

If you're experiencing issues with your World Connect connection in VPN Tracker, here's what to do:

1. Contact Support

In VPN Tracker, go to the Help menu and select "Contact Support".
In the window that opens:

Enter "World Connect Issue" in the subject line.
Describe the problem you're having so our support team can help you quickly.

2. Try These Steps in the Meantime

If you're using a country-specific connection (e.g. "United States"), try unchecking the "Fastest Destination" option.
Once unchecked, you can manually choose from the available cities (e.g. New York, Los Angeles, Miami, etc.).
Try connecting to a different city to see if the issue is specific to one location.

These steps often help resolve temporary connection issues.

What is the Pre-Shared key and how do I get it?

If you’re setting up a VPN connection, you’ll often come across the term “pre shared key” or “VPN shared secret.” This guide explains what it means, how to set it up, and what to do if you lose it — so you can get your VPN running smoothly on your Mac.

What is a pre shared key VPN, or what is a pre-shared key for VPN?

A VPN pre shared key (also called VPN shared secret, VPN PSK, shared key, or preshared key) is like a password that secures your VPN connection. This IPsec pre shared key is configured on your VPN gateway — such as a firewall or router — and must match on your device to establish a secure VPN tunnel.

Without the correct key, your device cannot connect, ensuring that your VPN connection stays protected from unauthorized access.

Note: Some VPN gateways require the shared secret key to contain up to 512 alphanumeric characters. Check your device’s manual or use a pre shared key generator tool if needed.

How to Set Up a Pre Shared Key

VPN Tracker makes setting up your VPN simple and secure. It provides step-by-step setup guides for all major VPN gateway manufacturers, showing you exactly how to:

Create and configure a pre shared key or shared secret key on your firewall or router
Enter the VPN PSK on your Mac in VPN Tracker
Check that your VPN connection is working securely

Browse VPN setup guides here

To get started, download VPN Tracker here: Download VPN Tracker

How to Recover a Lost Pre Shared Key

If you’ve lost your pre shared key or VPN shared secret, here’s how you can recover it:

Check VPN Tracker Personal Safe: If you saved the connection in your Personal Safe, you can redownload it with the key.
Search Your Mac Keychain: Go to Applications > Utilities > Keychain Access, search for “Shared Secret,” and find your saved VPN PSKs.
Restore from Backup: If you use Time Machine Backup, you can try restoring an older connection version that contains the pre shared key.
Check Your Firewall or Contact Your VPN Administrator: Refer to your device manual or ask your network administrator to retrieve the shared key from your VPN gateway or firewall.

Need help with your VPN setup?

Visit VPN Tracker — the #1 VPN client for Mac for expert tools and guides to get your VPN running smoothly.

Why am I being asked for a password in VPN Tracker?

VPN Tracker may prompt you for different passwords depending on the action you're performing. This guide explains what each prompt means and which password you should enter.

1. Your Mac Password

When is it needed?
– Installing VPN Tracker
– Approving system extensions

Why?
macOS requires your administrator password to authorize changes on your system.

Where do I find it?
This is your local Mac password – the one you use to log in when your Mac starts up.

2. Your equinux ID (VPN Tracker Account)

When is it needed?
– Logging into the VPN Tracker app (Mac or iOS)
– Accessing your account at my.vpntracker.com

Why?
This is your personal VPN Tracker account, giving you access to your plan, team, connections, and device settings.

Where do I find it?
This password is usually saved in your Keychain or Passwords app under “id.equinux.com”.

3. Pre-Shared Key (PSK) / Shared Secret

When is it needed?
– When setting up or connecting to a VPN connection

Why?
Some VPNs use a PSK to authenticate users. This key must match what’s configured on the VPN gateway.

Tip for Teams: Admins can share pre-configured VPN connections via TeamCloud to avoid PSK confusion.

Where do I find it?
This is usually set by your company’s VPN admin and stored in the connection. You typically don’t need to know it yourself.

4. Your Company Login (XAUTH Credentials)

When is it needed?
– When connecting to a company VPN

Why?
You may need to enter your company login (often the same credentials you use at work) to authenticate with the VPN.

Where do I find it?
You should have received it from your IT team — and hopefully not written it on a Post-it under your keyboard.

How do I cancel my VPN Tracker trial?

If you’ve signed up for a free or discounted VPN Tracker trial and don’t wish to continue with a paid subscription, you can cancel it easily from your account.

How to cancel your VPN Tracker trial:

Log in to your account at my.vpntracker.com.
Go to “My Plans and Billing” in the sidebar.
Locate your active trial plan.
Click “Cancel Trial”.

FAQ Image - Cancel_trial.jpg

Important information about trial cancellations:

If you signed up for a free or discounted trial and don’t want to be charged, make sure to cancel at least 24 hours before your trial ends.
Canceling your trial will end your access to the trial immediately.

Once canceled, the plan will no longer renew, and your payment method will not be charged.

Having trouble with your connection setup?

We're happy to help you get your connection up and running. Just contact our Support Team

Why do I lose access to my local networks with a Unifi Dream Machine (UDM) OpenVPN connection?

The Unifi Dream Machine (UDM) configures OpenVPN by default with the topology "Host to all networks". This means that the entire network traffic, including your internet traffic, is redirected to the VPN tunnel. This can happen that you no longer have access to devices or services in your local network-because all data traffic runs via the VPN connection to the UDM. Solution: If you only want to access the distant network (e.g. in the office) and at the same time want to continue using your local network, simply change the topology setting: Select the affected connection in VPN Tracker Click on "Edit". Change the topology from "Host to all networks" to "Host to Network". Save the connection. The next time you establish a connection, your remote networks will be automatically accessible.

How do I make all traffic go through the VPN tunnel?

Such a setup is called “Host to Everywhere” in VPN Tracker. All non-local traffic will be sent through the VPN. For this setup to work, it must be properly configured in VPN Tracker and on the VPN gateway:

The Network Topology must be set to “Host to Everywhere” in VPN Tracker
The VPN gateway must accept an incoming VPN connection with a 0.0.0.0/0 (= everywhere) endpoint

Once these are configured, it should already be possible to establish the VPN connection. However, it is very likely that Internet access will not yet work. For Internet access to work, several more things need to be configured on the VPN gateway:

The VPN gateway must route VPN traffic not destined for its local networks out on the Internet
This traffic must be subject to Network Address Translation (NAT) in order for replies to reach the VPN gateway
In many cases, a suitable remote DNS setup is necessary for DNS resolution to continue to work

Note that not alll VPN gateways can be configured for Host to Everywhere connections. Most devices designed for small office or home networks (e.g. devices by NETGEAR or Linksys) are not capable of dealing with Host to Everywhere connections.

Before use: Peel off the film on the surface

The tizi Tankstation Toploader has a thin film on the surface, which should be peeled off before use. Use the fingernail to peel them off easily.

FAQ Image - S_390.png

Where can I find additional information for the initial use of my tizi Tankstation toploader?

You can download a detail step by step guide for the initial use of your tizi Tankstation Toploader via this link:

http://www.tizi.tv/goto/toploader/StepbyStep/EN

What is the highest possible charging current at the USB port of my tizi Tankstation?

Each tizi Auto Max Power Port has a maximum charging current of 2.4A.
Your tizi Tankstation will automatically charge your device with the highest possible charging current.

Where can I find the Quick Start Guide for my tizi device?

You will find the Quick Start Guide for your tizi device on our website:
http://my.tizi.tv

Here you can also register all of your devices, so you have them all in one place.
http://tizi.tv/register

I’m having issues with too many long cables. How can i use the tizi Tankstation without the chaos?

Our tip: Get the extra short tizi Flip lightning charging cable or a tizi Schlingel.

I have a Bose Soundlink Mini II and this beeps when charging and does not charge. What can I do?

Please use the shortest possible cable to recharge the Bose Soundlink Mini II. It is due to the copper content of the cable. Unfortunately, no-name cables will hardly contain more copper.

Terminals that require more than 1,000mA are sensitive to it. With cables, always buy branded products. The market is unfortunately flooded with cheap goods.

Please watch this video for this problem (this video is currently only available in German): {YOUTUBE_s2HNpKlbew4}

I've bought my tizi product on Amazon. Where can I download my invoice?

Invoices for tizi products can be easily downloaded self-service: http://tizi.tv/bestellungen Please note: Invoices are only available once Amazon has shipped an order.

Is fast charging with tizi charging devices harmful to my smartphone battery? Can this damage the battery in my iPhone/iPad?

iPhones and iPads are *not* "dumb" batteries that get connected to a charger. Some people may believe this and there are various myths on the internet about this. Where does this theory come from? It might originate from charging standard AA or AAA household batteries. In this scenario, the charger is actively doing the charging and the battery is "dumb" and gets charged. Here, in the worst case scenario, the battery can be destroyed by charging it wrong. Apple and all modern smartphone manufacturers use active charging control mechanisms with in their devices. The iPhone/iPad or smartphone actively decides how much current to use and which energy gets requested from the charger. In no case will a tizi device "push" a certain amount of power into an iPhone/iPad or smartphone! How can a tizi charger always provide iPhone / iPads with maximum fast performance? The best way to imagine this is as follows: When plugged in, an iPhone / iPad uses a communication protocol to ask the power supply about the maximum power that can be drawn. Our tizi charging devices (Tankstelle, Tankstation, Turbolader, Kraftprotz, etc.) respond correctly and the iPhone / iPad starts to charge. Initially maybe with 500mA, then 1A, then with 2.4A etc. Depending on the model and the current charge level, but also on the battery temperature of the iPhone / iPad, the Apple charge controller decides actively and independently how much power should be drawn. Thanks to the above-mentioned exchange about the maximum power, the Apple charging controller can be sure that it will get this power at any time over the charging period. What do tizi chargers do better than "standard" or cheap power supplies? Power supplies can have errors or problems at different levels. Here are two classic examples:

With cheaper power adapters, the communication protocol is often missing, meaning the adapter and the iPhone / iPad are unable to communicate properly. If an iPhone / iPad gets a strange result from the power supply when the performance data is exchanged (e.g. the protocols of both devices do not understand each other), then an iPhone only charges with a maximum of 500mA, which is very very slow. In this case, the iPad will show the "Not charging" message. The iPhone / iPad does this in order to prevent the power supply from becoming overloaded.
Another problem is possible overload - leading to a fire hazard. For example, this could occur if the cheap power supply tells the iPhone / iPad that it is able to charge up to 2.4A. If an iPad then requests this current during the charging process, the power supply will become overloaded. In the best case, it will simply turn off. However, it could also overheat and catch fire.

tizi power supplies are specially tailored to Apple devices, "speak" correctly with the charging controllers installed by Apple and are always able to supply the battery of an iPhone / iPad with the requested current. This means, when using a tizi device, the battery of an iPhone / iPad is never overloaded or even broken.

Can I also use my tizi products in the USA with 110V?

Yes, your tizi gadgets also work in the USA. All you need is a plug in adapter! The power supply in your tizi device works with both 220V and 110V.

FAQ

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What does the yellow exclamation mark mean at the Play Button?

The yellow exclamation mark can mean the following:

1. The film format is not compatible on the end device. The film may be suitable for the Apple TV but not on iPhone / iPad or vice versa.

2. You are abroad. In Germany. the film would be available. Abroad, the film may be blocked. In this case, a VPN service can help such as WorldConnect from VPN Tracker (can be tested for free):https://itunes.apple.com/de/app/vpn-tracker-world-connect/id1117424189?mt=8

3. Mediatheken cleans up the content daily. We check once a day whether the broadcasts are available and automatically clean up broadcasts that are no longer available. If the transmitter is switched off during the day, the exclamation mark can appear. On the following day, the shows are no longer in the catalog.

What broadcasters are available in the TV Pro Mediathek Library?

The TV Pro Mediathek links to the following libraries:

3Sat
Das Erste (ARD)
Bayerischer Rundfunk (BR)
Deutsche Welle (DW)
Hessischer Rundfunk (HR)
Kinderkanal (KiKA)
Mitteldeutscher Rundfunk (MDR)
Norddeutscher Rundfunk (NDR)
ORF 1
ORF 2
ORF 3
Phoenix
Rundfunk Berlin-Brandenburg (RBB)
Saarländischer Rundfunk (SR)
Südwestrundfunk (SWR)
Schweizer Radio und Fernsehen 1 (SRF 1)
Schweizer Radio und Fernsehen 2 (SRF 2)
Westdeutscher Rundfunk (WDR)
Zweite Deutsche Fernsehen (ZDF)
ZDFinfo
ZDFneo

How can I use a single TV Pro Mediathek subscription on iPhone / iPad, Mac and Apple TV?

If you already have a TV Pro Mediathek package for a platform, then you can switch to TV Pro GOLD ALL-IN-1, which includes iPhone / iPad, Mac, and Apple TV. After changing to TV Pro GOLD ALL-IN-1, the remaining term of the existing platform package will be credited.

Here's how you do it:

‣ Go to the AppStore settings: https://apple.co/2Th4vqI
‣ Choose your current TV Pro Media Kit
‣ Select the upgrade to TV Pro GOLD ALL-IN-1
‣ In TV Pro Mediathek, select a TV Pro ID
‣ Then, choose "Restore Purchases"
‣ Log in to your other devices with the same TV Pro ID (for Mac, iPhone / iPad and Apple TV)

Important is that you log in once where you bought the platform subscription - so if you currently have a package for iPhone / iPad, do the upgrade and then sign up on the iPhone with your TV Pro ID.
Note: Apple is in charge of the remaining term of the existing package, the credit will be paid separately about one day after purchase - it will not be charged immediately with the new package price).

How do I manage the Mediathek runtime packages?

You can expand TV Pro Mediathek with "My Mediathek" subscription packages to access the complete Mediathek library. We offer various Mediathek packages and running times.

Packages:

You want another package or another runtime? No problem - this is all in the: App Store Settings

To cancel:

All these products are handled through your AppStore account. There, you can find all running subscriptions under 'Subscriptions' and you can deactivate the automatic extension: Access it here

Further information on renewal

The processing takes place directly via your iTunes account and extends 24h before expiration automatically by the chosen runtime. You can switch the automatic extension up to 24h before an extension at any time in the AppStore in your account settings, ie. An unsubscription becomes effective at the end of the term.

Does the TV Pro Mediathek also work abroad like in the USA or in Spain?

TV broadcasters determine the availability of their media publications in foreign countries themselves. Therefore, we cannot guarantee whether a show will be available abroad.
However, we installed a detection in the app: The yellow exclamation mark will show up instead of the play button, indicating that the program cannot be retrieved.

Help! After updating to the latest tvOS version, Apple has installed an "Apple TV" app that will now start whenever I press the Home button. How do I turn it off?

Unfortunately, Apple has changed the behavior of all Apple TVs with a software update. If you now press the Home button of the Siri Remote, then the "Apple TV" app starts instead of returning to the home screen. You can argue about the benefits of the "Apple TV" app for a long time. The easiest way is to change the home button back to the old behavior. To return to the old procedure (Home-Button = Home-Screen), proceed as follows: Homescreen> Settings> Remote controls and devices> Home button There you can assign the Home button again with the old function.

QUESTION

ANSWER

Is it possible to activate Family Sharing for Live TV and TV Pro?

Apple Family sharing is not activated for our products.

How can I manage Apple AppStore or Google Playstore subscriptions?

If you want to view and manage your subscriptions on the Google Playstore, proceed as follows: Cancel, pause or change subscriptions on Google Play If you want to view and manage your subscriptions on the Apple AppStore, proceed as follows: View or cancel subscriptions

How do I cancel my subscription in iTunes?

All Apple subscriptions are managed in iTunes.

This link will directly take you to your profile administration:
https://apple.co/2Th4vqI

You will find all running subscriptions under "Subscriptions." You can also disable the automatic extension of your subscriptions.

How can I update an App on Apple TV 4?

Apps on your Apple TV 4 are automatically updated.
You can check if an update for an app is available or if it hasn't been installed yet via the App Store.
Search for the app in the App Store. If you see an "Update" button instead of "Open," you can then manually start the update process.

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