Anonymizer Universal Customer Support

Error Message(s):

• Anonymizer Universal has stopped working and needs to close.
• A Microsoft exception error is given when launching Anonymizer Universal.
• Anonymizer Universal flashes on the screen but will not open.

Resolution(s):

• 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.

• Step 1

  Begin by uninstalling your Anonymizer Universal.

  Windows Vista and 7

  • Click on your Windows icon (Start Menu) then click “Control Panel.”
  • Click on Programs and Features then select “Uninstall a Program.”
  • Once the list populates, select Anonymizer Universal and click the “Remove” button.
  • The install wizard will appear. Ensure that “Remove” is selected.
  • Ensure the box is checked next to “Remove saved user information.”
  • Click “Next” twice.
  • Click “Finish.”

  Windows XP

  • Click on your “Start” Menu then click “Control Panel.”
  • Double click on “Add or Remove Programs.”
  • Once the list populates, select Anonymizer Universal and click the “Remove” button.
  • The install wizard will appear. Ensure that “Remove” is selected.
  • Ensure the box is checked next to “Remove saved user information.” *The removal of this information is necessary to correct this error.
  • Click “Next” twice.
  • Click “Finish.”

• Step 2

  Next, please check for Windows Updates to the Microsoft .NET Framework.

  Windows Vista and 7

  • Click on your Windows icon (Start Menu) then click “Control Panel.”
  • Select “System and Security” if in Category View.
  • Select “Check for Updates” under Windows Update.
  • Please download all updates referencing Microsoft .NET Framework 2, 3, and 3.5. These may appear in “Optional” as well as “Important” updates.
  • After you’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.
  • Restart the computer after the updates have completed.

  Redownload and install the Anonymizer Universal program by logging in to “My Account” at the Anonymizer website and selecting “My Downloads.”

Windows XP

• Open your Internet Explorer browser and click on “Safety” and select “Windows Updates.”
• You will be routed to http://windowsupdate.microsoft.com/.
• On this page, you will see Express and Custom. Please click on the “Custom” button.
• 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 “Software, Optional” as well as “High Priority” updates.
• Restart the computer after the updates have completed.
• Redownload and install the Anonymizer Universal program by logging in to “My Account” at the Anonymizer website and selecting “My Downloads.”

Error Message(s):

• Specified path is empty.
  Error code: 2343

Resolution(s):

The Windows Installer error 2343 can generally be resolved by unchecking the box for “Quick Launch” 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.

During the installation process, when you arrive at the screen below uncheck the “Desktop” and “Quick Launch” boxes, and click Next and proceed through the installation.

Error Message(s):

• 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:

Resolution(s):

Windows XP

• Click the “Start” menu
• Open up the “Control Panel”
• Select “Windows Firewall”
• Click the “Exceptions” Tab
• Click “Add Program,” and select “Anonymizer Universal” (if the program is already showing on the list, ensure that it is check marked).
• Click “OK”
• Restart your computer.

Please Note: You must disconnect and exit from Anonymizer Universal before restarting. If problems persist, please contact us directly.

Error Message(s):

• When trying to start the Windows IPsec service, you receive one of the following errors:
  • Error 10022 — Invalid Argument
  • Error 10045 — The attempted operation is not supported for the type of object referenced.

Resolution(s):

Windows XP

• Click on “Start” and Select “Run.”
• Type “cmd” into the Run box and hit the enter key on your keyboard. Please do not include the quotes.
• Then type “netsh winsock reset” without the quotations marks and press “Enter.”
• Restart the computer.

Windows Vista/7

• Click on the Windows icon (Start Menu).
• In the “Start Search” field type “cmd”. Please do not include the quotes.
• Before clicking enter key on your keyboard type Ctrl+Shift+Enter to elevate your Privileges.
• Select Yes.
• Then type “netsh winsock reset” without the quotations marks and press Enter.
• Restart the computer.

Error Message(s):

• A hardware failure has occurred in the port or attached device
  Error code: 692

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:

Please check for required services. The following services need to be set to Automatic and Started.

Resolution(s):

• Click on “Start” and open the “Control Panel.”

• Open “Administrative Tools.”

• Open “Services.”

  • Double-click on each entry below
  • On the “General” Tab, change to the recommended setting below. Click “Start” if the service is not already started, and then “OK.”
    • IKE Services (Windows Vista and 7 only) (Set to Automatic)
    • IPSEC Services (Set to Automatic)
    • Remote Access Connection Manager (Set to Manual- cannot be disabled)
    • Telephony (Set to Manual- cannot be disabled)

• Restart the computer and connect to Anonymizer Universal.

• Again, ensure that the status for all entries is “Started.”

Error Message(s):

• Cannot open the specified phone book file. Error code: 621
  Error code: 621

Resolution(s):

• If this is the first time you have seen this error select “Try again.”

• If you continue to receive this error, please follow the steps below.

  • Click on “Start” and then “Control Panel.”
  • Open “Administrative Tools” (Classic Menu) or “Performance and Maintenance” (Category View) and then select “Administrative Tools”
  • Open “Services”
  • Ensure “Telephony” is set to “Manual”– this service cannot be disabled
  • Finally, restart your computer and connect to Anonymizer Universal.

• If the 621 error is persistent, please check that the “WAN Miniports” are installed and L2TP is “Enabled.”

  • Windows 7/ Vista

    • Click on the “Windows” icon and then choose “Control Panel.”
    • Click on the “System and Security” link. (Note: If you’re viewing the Large icons or Small icons view of Control Panel, you won’t see this link. Simply click on “Device Manager” and then proceed to next Step.)
    • In the “System and Securit”y window, click on the “Device Manager”
    • Go to “View” and click on “Show Hidden Devices”
    • Expand the “Network Adapters” section
    • Please ensure that the “WAN Miniport (L2TP)” is listed and “Enabled.”
    • If it is are missing please reinstall. You may need to contact your computer support team to do so.
    • If it is “Disabled”, please “Enable” it and then restart your computer.

  • Windows XP

    • Click on the “Start” button and then choose “Control Panel.”
    • Click “Performance and Maintenance”, and then click “System”.
    • On the “Hardware” tab, click “Device Manager”.
    • Go to “View” and click on “Show Hidden Devices.”
    • Expand the “Network Adapters” section
    • Please ensure that the “WAN Miniport (L2TP)” is listed and “Enabled.”
    • If it is are missing please reinstall. You may need to contact your computer support team to do so.
    • If it is “Disabled”, please “Enable” it and then restart your computer.

Error Message(s):

• Access denied because the username, password, or both is invalid on the domain.
  Error code: 691

Resolution(s):

• 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.

  Please Note: Passwords are case sensitive.

  Please log in to your Anonymizer account and ensure that Anonymizer Universal is listed as Active in “My Subscriptions.”

  If you have forgotten your username and password, click here