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.

Configuring the Pre-Shared Key for a new VPN connection

I have lost my Pre-Shared Key - how can I get it back?

1. Check if you have stored the affected connection in your Personal Safe. If so, you may be able to download the connection again.
2. Check the Keychain (Applications > Utilities > Keychain Access). The Pre-Shared Key is usually saved here. Enter "Shared Secret" into the search bar to view a list of all your saved PSKs.
3. Are you using Time Machine Backup? You could try restoring an older connection with the Pre-Shared-Key.
4. Check your firewall or ask the relevant VPN Administrator. Refer to your device handbook to find out where to obtain this information on your specific firewall.

There are multiple passwords that VPN Tracker may require: Your admin password for installation, passwords needed for connecting to your VPN or accessing your Keychain, etc.

This guide shows all password prompts you may encounter in VPN Tracker, explains why they are needed and lets you know which password should be entered.

Administrator password prompts

VPN Tracker will occasionally require you to enter an administrator password - for example during the macOS installation process in order to approve the System Extension needed to allow VPN Tracker to work effectively.

Account + licensing

To log in to VPN Tracker on Mac or iOS, or to log in to your account on my.vpntracker.com, you will need to enter your equinux ID and password. This password gives you access to your VPN Tracker account where your plan, team data, connections and device information is stored.

Pre-Shared Key

Many VPN connections are secured using a Pre-Shared Key (PSK) or Shared Secret which is set on the VPN gateway during the configuration process. You need to enter the PSK in VPN Tracker in order to connect to your VPN.

If you are not the administrator of your VPN gateway, contact the admin for assistance. Tip: Admins can share pre-configured VPN connections using TeamCloud to avoid PSK confusion at enduser level.

Extended Authentication (XAUTH)

Most VPNs have a list of permitted VPN users - e.g. members of staff. Each VPN user has their own unique username and password which they need to enter in order to connect to the VPN. These are often the same credentials you use to sign in at the office. If you're not sure, get in touch with your admin who can advise you further.

• If you haven't already, you can download VPN Tracker using this link.
• After the download has completed, launch the app and click the "Login" button in the top left-hand corner of the app home page.
• Enter your equinux ID and password in the space provided. Hint: This is the login you first created when purchasing VPN Tracker in our online store.

Are you a World Connect User?

You will need to download VPN tracker World Connect. You can do so using this link. VPN Tracker World Connect must be installed using the App Store. Once you've installed the app on your device, sign in with your equinux ID and password.

‣Open System Preferences

‣Go to Security

‣Click "Allow"

After upgrading to macOS 15 Sequoia, you might notice that your Mac constantly changes its MAC address, affecting your ability to connect to your VPN. This behavior is due to macOS 15’s new privacy features, which can assign randomized MAC addresses for network connections. However, you can configure your network settings to always use a fixed MAC address, which can resolve issues with VPN connectivity, such as DHCP reservations failing due to MAC address changes.

How to Set a Fixed MAC Address in macOS 15 (Sequoia):

1. Open System Settings:
   • Click the Apple logo in the top-left corner of your screen.
   • Select System Settings from the dropdown menu.
2. Go to Wi-Fi Settings:
   • In the left sidebar, click Wi-Fi.
   • Select the Wi-Fi network you usually connect to for VPN access and click on "Details...".
3. Configure the MAC Address:
   • Look for the option labeled Private Wi-Fi Address.
   • Change this option to "Fixed" to use a fixed MAC address instead of a randomized one.
   In some cases, the Fixed Setting may still cause issues. If this is the case, change the setting to "Off"
   
   • Your network will now always connect using the same MAC address, helping maintain your VPN connection stability.
4. Re-establish VPN Tracker Connection:
   • Once you've set a fixed MAC address, ensure that your VPN’s DHCP reservation or configuration aligns with this MAC address.

This process will restore the VPN Tracker’s ability to connect reliably using a consistent MAC address, resolving issues caused by macOS 15 Sequoia’s default MAC address randomization feature.

• Private IP Addresses, and
• Public IP Addresses

• 192.168.0.x, and
• 192.168.1.x

1. Change your local network to a different range (Preferred)

   
   Possible Ranges are:
   
   • 10.250.250.x
   • 172.30.30.x
   • 192.168.250.x
   
   Advantage: Once you have made this change on your home network, you will never have conflicts in this network.
   Disadvantage: You will need to change the settings on your private network router once, this requires access and can take some time.
   What to do:
   
   • Login to your home router
   • Find the setup section with “DHCP” settings.
   • Change your router to a different IP adress (for example an address from one of the ranges listed above, for example 172.30.30.1)
   • Change the DHCP Server Settings to the same range of your router (If your router IP is 172.30.30.1, your range could be 172.30.30.10 to 172.30.30.253)
   
   After you have made these changes, there will be no more conflicts between your home and company network.

2. Force Traffic over VPN

   
   There may be situations where it's not possible to use the first option (for example if you're in a coffee shop or hotel) In this case you have the option to force the traffic over your VPN Network, this means your VPN Network (company network) will always win.
   Advantage: This setting is global, meaning no matter what network you are in you will always be able to connect.
   Disadvantage: Once you are connected to your company’s VPN, you can not access local service, like home router, local storages or printers.
   What to do:
   
   • Configure your VPN Tracker connection
   • Select the "Advanced" Tab at the top
   • In the "Traffic control" section, activate the Checkbox "Force traffic over the VPN if remote networks conflict with local networks"
   
   

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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.

IPsec VPN uses a different protocol (ESP) for the actual data transfer than for establishing the connection (IKE). Since the ESP protocol does not use network ports, NAT (Network Address Translation) routers may have difficulties handling it correctly. Only NAT routers that support "IPSec Passthrough" (sometimes also named "VPN Passthrough" or "ESP Passtrhough") and where this option is also enabled, can handle ESP data packets.

To work around this problem, two alternative tunneling methods exist:

• NAT-Traversal (old, RFC draft version)
• NAT-Traversal (new, RFC standard version)

Which of these methods will work with your connection depends on two properties:

1. Which of these methods allows traffic to pass through your local Internet router.
2. Which of these methods are supported by your VPN remote gateway.

To test for the first property, VPN Tracker will automatically establish three VPN test connections to a VPN gateway hosted by us whenever it detects a new router that has not been tested before. One connection uses plain ESP, the other two either NAT-T method mentioned above. It will remember the test results for this router and take them into account whenever you start a connection from the network location. The reason we are testing with our own gateway is simply that the test requires a gateway supporting all three methods, with a known configuration and a simply way to verify if traffic did arrive at that gateway.

The second property is not tested in advance, VPN Tracker will become aware of that information when it actually tries to connect to your VPN gateway. VPN Tracker will compare the methods your gateway supports with the stored test results. If there is a match, a method that your gateway supports and that was also working during the test, this method will be used. If there is no match, VPN Tracker will immediately stop and show an appropriate error in the log, explaining the situation.

If you suspect a NAT-Traversal issue or you think the previous test results may be wrong or outdated, simply re-run the test:

‣ Make sure NAT-Traversal (Advanced tab) is set to Automatic
‣ Go to "Tools" > "Test VPN Availability"
‣ Click "Test Again"
‣ Wait until the test has completed, then connect to your VPN

The test dialog also allows you to tell VPN Tracker to not test the current location and forget any previously created test results. This is rarely needed and also not recommended but there might be situation where the test results are wrong because access to our VPN gateway is not possible (e.g. it is blocked) and thus the test result are just bogus and say nothing about the true capabilities of your VPN gateway.

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:

1. The Network Topology must be set to “Host to Everywhere” in VPN Tracker
2. 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:

1. The VPN gateway must route VPN traffic not destined for its local networks out on the Internet
2. This traffic must be subject to Network Address Translation (NAT) in order for replies to reach the VPN gateway
3. 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.

VPN Tracker automatically stores a backup of all your VPN connections on your Mac. If you have inadvertently deleted a connection, or wish to revert to an earlier copy of a connection, you can manually restore the backup copy.

1. Turn off Personal Safe syncing

You need to deactivate Personal Safe for the connections you're trying to restore from your backup, to prevent unwanted changes being synced:

• Open VPN Tracker 365
• From the menu bar, choose: VPN Tracker 365 > Preferences > Personal Safe
• Uncheck the connections you want to restore from your backup
• Quit VPN Tracker 365

2. Restore from your Backup

• Open Finder and choose "Go" > "Go to Folder…" from the menu bar
• Enter this path and press Return:
  /Library/Application Support/VPN Tracker 365
• Rename your "etc" folder to "etc-backup" – for safekeeping
• Go into the "backup" folder

Here you'll see a number of backup folders, all organized and named by date.

• Move the "etc-date" folder you want to restore up one level into the main "VPN Tracker 365" folder
• Rename the folder your just moved to just "etc" (deleting the date)
• Open VPN Tracker 365

All of your connections will now be restored to their backed-up state.

3. Re-activate Personal Safe

• Choose: VPN Tracker 365 > Preferences > Personal Safe from the menu bar
• Check your connections, to add them to Personal Safe

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If your software has already been activated using a different equinux ID, you must use this same ID to activate further stationery packs.

E.g. If you already own Stationery Pack and have recently bought Summer Spirit Cards using a different equinux ID, you won't be able to use both stationery packs at once.

If you want to use both at once, simply transfer your new stationery pack license from your new equinux ID to your old equinux ID (or vise-versa) using your equinux License Manager.

If you've forgotten your password, you can retrieve your login details here.

Alternatively, if you no longer own the previous stationery pack installed, please uninstall it. You can then install your new stationery pack with your new equinux ID.

1. Start your VPN connection in VPN Tracker
2. Go to the Finder > Go To >Connect to Server
3. In the Server Address field, enter the name or IP address of the server you want to connect to
4. Click on the Connect button.

Create a VPN Shortcut:

Stationery Pack was previously activated using the equinux ID shown in the activation dialogue. Additional Stationery Packs need to be activated using the same equinux ID.

To activate an additional Stationery Pack, please log in to the equinux ID shown using your password. If you forgot your password, please try click here

When prompted, enter the activation code you received in your order confirmation email.

• Download VPN Tracker for Mac or iPhone
• Copy your VPN connection details from the AnyConnect app
• Connect and enter your username and password when asked

Once you have decided which product to purchase, the next step is to proceed to our Online Store and place your order. We accept all major credit cards, PayPal and bank transfers or checks, depending on your country.

After your order has been processed you will receive a confirmation for your purchase. This will confirm the items purchased, and additional payment instructions if you're paying via bank transfer or check (in those cases you will also receive an additonal email confirming your payment when it has been processed.)

In the purchase confirmation email you will also receive additional information like the download links for your purchased apps.