Support FAQs
For most users our VPN works out of the box, just install our software, and you're good to go. That said, some users encounter issues caused either by their ISP or by compatibility issues with their computer. We fix those sometimes by making a few configuration changes, or sometimes by moving you to a different type of VPN than what you're assigned by default. Our support team is on staff 7 days a week and usually responds to emails within a few hours during Asian daytimes. If you run into any issues, you can try checking the list below for any quick solutions, otherwise email our support team and we'll get this fixed for you. And if you ever feel like this is getting too overwhelming, just let us know and we'll issue you a full refund per our 30-day money back guarantee.
General
What is your software?
We use open-source software that's used by businesses world-wide. Our software is a customized version of the OpenVPN and Tunnelblick clients for Windows and Mac, respectively. We've customized them to make them easier to install and to include our network configuration files out of the box. Only the labels and configuration are different, the code is the same.
Connection Process
After connecting, it may take up to 30 seconds after the connection window goes away for the VPN to be fully functional.
Checking if you're connected to the VPN
The fastest way to check if you're connected OK is to try accessing sites that were previously inaccessible to you. You can also go to http://www.whatismyip.com and click on the "IP address lookup" button. It should show a location in the US, Europe, or Hong Kong, depending on which of our servers you're connected to.
Can I pick which server to connect to?
Yes, we offer servers in several different locations around the world. You can pick whichever server you like. Click here to see the list of options.
It seems to connect OK, I can still browse the web, but I can't access blocked websites
Try reconnecting and waiting 30 seconds after the connection window goes away. If you still can't browse to any site you wish, try the following:
1) Flush your DNS cache
2) check your browser settings to make sure you're not configured to use a proxy. Select either "auto-detect proxy" or "no proxy".
3) Manually set your DNS servers
4) Email us and send us your log file.
It seems to connect OK, but I can't browse to ANY websites at all (not even sites that I can usually view without problems)
1) Check your browser's proxy settings
2) Keep in mind that only one computer can be connected to your VPN per account at a time. If you want to use multiple computers on the VPN at the same time, please buy additional accounts by logging into our website.
3) Still having problems? Please contact us and send us your VPN log file.
Installation Errors
If you're having problems installing our software, please send us an email and let us know your OS version as well as error details. If we can't get it fixed for you, we can move you to a different VPN protocol that doesn't require software installation (though needs some more configuration steps on your part in your OS... we'll provide clear instructions.)
Connection Error? Try Again, then if it happens consistently send your log file to us by email.
Click on the ExpressVPN icon and select "view log" on Windows or "Details" on Mac, then send us that log file as an attachment in email.
Speed
Check our "speed and reliability" page for some solutions.
Log file contains a "file not found" error
That kind of error is usually a sign of installation not having completed successfully and your account-specific configuration files not being in the right place yet. Try reinstalling, or contacting us by email and we'll guide you through manually putting the files in the right place.
Can't send email through SMTP port 25
To prevent spam, port 25 is blocked on our network. To send email through our VPN, you need to connect through an authenticated email server on another port. Check your email provider's help files for details, for example here for Gmail, and Yahoo. If you're using your ISP's own email servers, it's possible that they'll block your traffic when connected to our VPN since it'll look like it's coming from outside their network.
TLS Error: TLS key negotiation failed to occur within 60 seconds, or TLS Error: TLS handshake failed.
These errors can be caused by firewall, anti-virus, or anti-spyware applications. Try disabling them to see if that solves the problem. If yes, check their configurations to grant an exception to ExpressVPN or UDP port 1194.
Log file contains a "replay-window backtrack occurred" error
This can be caused by conflict with other open SSL connections. Try connecting to the VPN *before* launching other SSL applications like any HTTPS websites or email applications.
Log file contains error: "requested name is valid but does not have an IP address" or error "Host not found"
Make sure that you're connected to the Internet. If you manually need to activate your DSL connection before being able to go online, do that before trying to connect to the VPN. The VPN works on top of your existing Internet connection. It doesn't replace it.
Then retry a few more times. If you consistently get this error, this may be a case of your ISP blocking access to our DNS entries. To fix this, manually change your DNS servers following the steps Manually updating your DNS servers.
Windows
Windows 7
If you encounter problems on Windows 7, try the following configuration file. If you still run into issues, please write us an email and attach your file log. Follow these steps to use this file:
1) Download this ZIP file and extract it. You'll see a file name expressvpn-win7.ovpn
2) on Windows: place the file into \Program Files\ExpressVPN\config\
3) on Mac: place the file into ~\Library\openvpn\
4) Restart ExpressVPN and connect to the "expressvpn-win7" option
If you don't have administrator access on Windows Vista
Installing our software on Vista requires administrator access. If you don't have that (ie: it's a corporate laptop and your IT department doesn't allow you admin access), let us know and we'll move you to a different kind of VPN that doesn't require any installations (just a few more configuration steps on your part, but they're straight-forward and we'll guide you through them).
Log file contains this error: route.exe failed: The system cannot find the path specified. (errno=3)
Click "edit config", then remove these two lines from the bottom of your config file:
route-method exe
route-delay 2
Or just email our support team and we'll provide you with an updated file.
Application crashes
There are some Windows systems (depending on the network driver, in our experience less than 1% of users) where our default VPN may crash. Let us know if this happens and we'll move you to a VPN that doesn't require software installation.
Error: All TAP-Win32 adapters on this system are currently in use
Some ways to fix this:
1) check on the status of the TAP adapter by going to the Control Panel and selecting ´Network Connections´.
If it’s on “enable” please disable it then enable it again, or if it is “disabled”, enable it again.
2) Restart your computer
3) Reinstall ExpressVPN
Other errors?
Disable your firewall for your VPN connection.
1) Check the name of your VPN network adapter. For example, here it is "Local Area Connection 3":
2) Disable your firewall for this connection. For example, in the Windows Firewall:
Mac
Installation Error
Please send us your Mac OS version and installation error message.
When running the installer, please do the following:
1. Choose Window, Installer Log (Cmd-L)
2. In the installer log window, choose "Show All Logs" to see full installer log details
3. After the installer error occurs, save the installer log from the Log window by choosing File, Save, then send us that file in email.
Snow Leopard
ExpressVPN works with Mac OS 10.6 (Snow Leopard), but only if booted into 32-bit mode. (by default Macs boot into 32-bit mode, so if you're not sure what this means, you're probably OK)
Log file contains error: couldn't get exclusive lock on cur-replay-protection.cache
Try restarting your machine or reinstalling ExpressVPN.
Log file contains error: "event_wait: Interrupted system call (code=4)"
Try reconnecting. If you consistently get this error, please let us now your version of Mac OS and we'll help you move to a different version of our VPN software that avoids this problem.