Anonymizer Universal™Mac Platform
TroubleshootingChoose from the following troubleshooting subjects for additional information on how to address these issues when using Anonymizer Universal on your Mac®.
Outgoing Email Messages Fail in MacMail Authentication Failed Update Password Disconnected from the L2TP Server Disconnected by the Communication Device Connect Button is Not Responding
Issue:Outgoing Email Messages Fail in MacMail
- Go to “Mail and Preferences”
- Select the “Accounts” Tab
- In the “Account Information” screen click on “Outgoing Mail Server (SMTP)”
- Select “Edit Server List”
- Click on the “Advanced” Tab
- What is selected for “Authentication?”
- If “None” is selected please change it to “Password” and enter the User name and password for your ISP mail.
Issue: Authentication Failed
If you receive the “Authentication Failed” error on your Mac®, 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.
Next, delete the password that you currently have saved and type in your correct password.
To update your Anonymizer password, first update your password on file by clicking this link.
When you have finished entering your new password, check the “Save to Keychain” box and click “Login.”
You are now protected when you go online. The Anonymizer Universal logo will turn blue denoting that the service is working.
Issue:Update Password
To update your Anonymizer password, first update your password on file by clicking this link. Then, follow the steps below to update your password.
Next, 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, first update your password on file by clicking this link.
When you have finished entering your new password, check the “Save to Keychain” box and click “Login.”
You are now protected when you go online. The Anonymizer Universal logo will turn blue denoting that the service is working.
Issue:Disconnected from the L2TP Server
This error message is caused by the inability to connect to the Anonymizer Universal servers, and can be a result of:
- The L2TP connections being 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
RESOLUTIONTop ↑
Connect to the Internet through an alternate network.
ALTERNATE RESOLUTIONTop ↑
Reinstall the Anonymizer Universal program.
ALTERNATE RESOLUTIONTop ↑
Ensure L2TP connections are allowed through the Firewall or Router. To do this, please ensure that you allow traffic on ports 500 and 4500. For help with your Router configurations, please click here.
Issue:Disconnected by the Communication Device
This error message is caused by the connection to the Anonymizer Universal servers dropping temporarily, and can be a result of:
- The Mac going to sleep
- Switching between networks
- Losing connection to a Wireless network
RESOLUTIONTop ↑
Click “OK.” Open Anonymizer Universal & click “Connect.”
ALTERNATE RESOLUTIONTop ↑
Connect to the Internet through an alternate network.
Issue:Connect Button is Not Responding
If the “Connect” button on your Anonymizer Universal is non-responsive, there are two possible reasons. Either you are switching between different network locations, or using a Wireless Internet card that establishes a separate location. Please read on for additional information.
Wireless Internet Connection Device/ CardTop ↑
If the “Connect” button is not responding when you are using a wireless Internet connection device or card on your Mac®, it is possible that your Internet connection is not compatible with the Anonymizer Universal software.
For example, Verizon Wireless cards have been shown to be incompatible with the current Mac version of Anonymizer Universal. This incompatibility applies to any device that creates a new location other than the main location of the Mac client, and may cause issues with Anonymizer Universal. Our developers are currently working to create an update that will eliminate this incompatibility. We will release a timeline for the release once it has been established.
Switching NetworksTop ↑
If you use a network location such as a mobile wireless broadband card and then switch to a different connection (for example your home Internet connection or a Wireless Hotspot), the “Connect” button may not respond. Your Mac may not automatically switch back to detect the new network. To fix this problem, follow these steps:
