- About VPN
- General
- Account Settings
- Troubleshooting
- Setup
- All
- I have a problem connecting to VPN, what should I do?
- Why is my connection slow?
- How does firewall or router affect VPN connection?
- Why is the connection slower when I use OpenVPN than while using PPTP or L2TP?
- Why are some ports blocked?
- Why I can’t send emails using my email client when conected to VPN?
- How to correctly open a support ticket?
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I have a problem connecting to VPN, what should I do?
- Double-check username and password that you use. Note, that one of the most common issues is that the username or password are incorrectly copied, for example with a blank character.
- Check your firewall or antivirus settings. They can block the connection.
- Don’t ignore your systems errors. Many times the careful reading of messages helps to fix the problem.
- If the problem persists, Login to your account and Login to your account and open a Support Ticket. See how to correctly open a support ticket.
You will receive an answer in maximum 12 hours. Also you can email us at support(at)cactusvpn.com.
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Why is my connection slow?
Like any route, congestion can slow what should be a fast connection to a halt. When you connect to CactusVPN you have to go through your ISP, which then connects you too us. If it happens to take a route that is either very busy or very long it means your connection will be slow. This can happen anywhere along the route although we monitor our network 24 hours a day to ensure we are not the cause
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How does firewall or router affect VPN connection?
1723 and 443 TCP ports should be open, also your firewall/router/ISP must allow VPN/PPTP pass-through for PPTP VPN.
Typical working: embedded Microsoft firewall in Windows, Linksys/D-Link/TP-Link/ASUA Router manufactured after year 2007, ADSL broadband.
Typical not-working: not-Microsoft firewall, Netgear/Trend Router, all router-integrated ADSL modem. If you get error 619 with ADSL connection, please remove home router and disable not-Microsoft firewall software.
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Why is the connection slower when I use OpenVPN than while using PPTP or L2TP?
OpenVPN uses strong encryption and it is normal to experience slower connections. If you are not highly concerned with your privacy we advice you to use PPTP or L2TP/IPsec connections.
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Why are some ports blocked?
We have had to block certain ports (22 and 25) as some clients where abusing our service. This reduces abuse reports by 100 times which means we’ll have more time to make your experience better!
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Why I can’t send emails using my email client when conected to VPN?
Seems that you use the SMTP for outgoing mail transport, which uses TCP port 25.
Many spammers try to profit VPN services for transmitting spam. That’s why we blocked the 25 destination port while using our services. -
How to correctly open a support ticket?
Login to your account and open a Support Ticket containing following information for us to understand your problem:
- Your Operating System;
- Server you are trying to connect to;
- Error name/code and a printscreen;
- If you have problems with OpenVPN protocol please provide us your log from OpenVPN.
You will receive an answer in maximum 12 hours. Also you can email us at support(at)cactusvpn.com.