Anonymizer Universal™ iPhone Platform
Troubleshooting
Choose from the following troubleshooting subjects for additional information on how to address these issues when using Anonymizer Universal on your iPhone®.
- Authentication Failed
- Update Password
- L2TP-VPN server did not respond
- Disconnection by the communication device
Issue: Authentication Failed
If you receive the “Authentication failed” error on your iPhone, it indicates that the password you entered does not match the password on file with Anonymizer or your Anonymizer Universal subscription has expired.
Please Note: Passwords are case sensitive.
If you need to recover your Anonymizer Password, follow this link.
Then, follow the steps below to update your password.
Step 1
Select the “Settings” icon from the iPhone menu.
Step 2
Select “General” from the options in the “Settings” menu.
Step 3
Select “Network” from the options in the “General” menu.
Step 4
Choose “VPN.”
Step 5
Select the Blue Arrow next to the Anonymizer Universal configuration.
Step 6
Touch inside the “Password” field and the iPhone keypad will appear.
Please Note: Changing any of the other settings in this menu may result in your inability to connect to the Anonymizer servers.
Delete the password that you currently have saved and type in your correct password.
Please Note: Passwords are case sensitive.
To update your Anonymizer password, please first update your password on file by clicking this link.
Step 7
When you have finished entering your new password, select “Save” in the upper right-hand corner.
Step 8
Slide the “VPN” switch to the right so that the switch indicates “ON.”
You are now connected to the VPN and can conduct personal online business safely and securely.
Issue: Update Password
Please begin by updating the password that Anonymizer has on file. To do so, follow this link.
Once you have successfully updated your password with Anonymizer, do the same with your iPhone using the following instructions.
Step 1
Select the “Settings” icon on your iPhone.
Step 2
Select “General” from the options in the “Settings” menu.
Step 3
Select “Network” from the options in the “General” menu.
Step 4
Choose “VPN.”
Step 5
Select the “Blue Arrow” next to the Anonymizer Universal configuration.
Step 6
Touch inside the “Password” field and the iPhone keypad will appear.
Please Note: Changing any of the other settings in this menu may result in your inability to connect to the Anonymizer servers.
Type your updated password in the “Password” field.
Please Note: Passwords are case sensitive.
Step 7
When you have finished entering your new password, select “Save” in the upper right-hand corner.
Step 8
Slide the “VPN” switch to the right so that the switch indicates “ON.” You are now connected to the Anonymizer VPN, and can conduct all of your online personal business safely and anonymously.
Issue: L2TP-VPN server did not respond
This error message is caused by the inability to connect to the Anonymizer Universal servers.
This can be caused by:
- L2TP connections that are blocked by the network you are using.
- The port used to connect to the server is being blocked.
- The Anonymizer domain is blocked.
- The Shared Secret has been edited or changed.
Resolution:
Connect to the Internet through an alternate network.
Or
Reinstall the Anonymizer Universal Profile.
Issue: Disconnection by the communication device
This error message is caused when the connection to the Anonymizer Universal servers is temporarily dropped.
This can be caused by:
- The iPhone going to sleep.
- Switching between networks.
- Losing connection to a Wireless network.
Resolution:
Go to the iPhone “Settings” and turn the VPN “On.”
Or
Connect to the Internet through an alternate network.
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