Troubleshooting

These guidelines will show you how to troubleshoot any issue you may encounter.

In case you aren't able to resolve your issue with the following guidelines, please contact our technical support.

I can't log in to GoodAccess

• Make sure you are entering the correct Team Name and Username

  • Double-check for any typos or case sensitivity issues

• If your Team uses Single Sign-On, ensure you're selecting the correct Identity Provider

• Make sure you are an active Member of the Team

  • You can verify your membership status with your GoodAccess Admin

• Reset your password

I can't connect with the GoodAccess Client Application (error code 8001, 8002, 8003,..)

• Change the VPN protocol in the App's settings (OpenVPN/IKEv2)

• Restart your device/router

• Make sure you are not using any other VPN, proxy, or anonymizer at the same time

• Uninstall the application and download and install the latest version

• Make sure GoodAccess is not blocked by antivirus or firewall

• Try to connect with different device or internet connection

Frequent disconnects

• Make sure you are not connecting from another device of same type (desktop/portable) at the same time

• Change the VPN protocol in the App's settings (OpenVPN/IKEv2)

• Make sure you are not using any other VPN, proxy or anonymizer at the same time

• Verify the stability of your regular internet connection

• Restart your device/router

IP didn't change

You may check your IP at Google, Whats My IP, or another tool.

• Make sure the GoodAccess Client Application is connected

• Make sure you are not connecting from another device of same type (desktop/portable) at the same time

• Make sure you are not using any other VPN, proxy, or anonymizer at the same time

• Change the VPN protocol in the App's settings (OpenVPN/IKEv2)

• Restart your device/router

If your team uses Split Tunneling, you will not see your IP changing unless the website you are using to verify the IP is configured to work with this feature.

No internet access after a successful connection

• Check if your IP has changed

• Change the VPN protocol in the App's settings (OpenVPN/IKEv2)

• Restart your device/router

• Make sure you are not connecting from another device of same type (desktop/portable) at the same time

• Make sure you are not using any other VPN, proxy, or anonymizer at the same time

• Uninstall the application and download and install the latest version

Website access blocked

When accessing an IP whitelisted website:

• Check if your IP has changed

When the access is blocked by a public website:

• Try to access the website without GoodAccess

• Make sure the website is accessible from the location of your GoodAccess Gateway - some public websites may use filters that restrict access from certain countries.

When the "You have been protected!" message by GoodAccess appears:

• It means the website was detected as malicious and blocked by our Threat Blocker feature. If you believe this is a mistake, or you own the website, please contact our technical support with any additional information and we will review the case.

Can't access our System

• Check if your IP has changed
• Make sure the System is working for others, alternatively contact your Admin

If your team uses Zero Trust Access Control, ask your admin to check if you are assigned the correct Access Card.

Wrong geolocation

When your location displays differently than your GoodAccess Gateway:

• Check if your IP has changed

When Google search results give a wrong location or language:

• It is because Google makes best effort to customize user experience in many countries and regions around the world. Google tries to look up your device IP in their database to determine the approximate location. However there are no IPs in the world that haven't been used before, so every IP has its history. Therefore you may get the wrong default location or language in Google search and all its services (Maps, News, etc.). This also affects any 3rd-party websites using Google APIs for getting location based on a signed account or IP address.

• The first thing to do is report this problem to Google so they can update their databases. You can do this via https://support.google.com/websearch/contact/ip. Meanwhile you can set this manually on your device:

  1. Open the Google

  2. Open Settings > Search settings in bottom right

  3. Under Region Settings at the bottom of the page, select the corresponding region

Speed issues

1. Test the speed at https://www.speedtest.net/ without GoodAccess. Before starting the test click on "Change Server" and select server in the same location as your GoodAccess Gateway.
2. Repeat the same test with GoodAccess using same test server and compare the results.

When the difference is too big:

• Change the VPN protocol in the App's settings (OpenVPN/IKEv2)

• Restart your device

• Restart your router

The VPN connection can be slower than the regular internet connection because of several reasons. The encryption used by the VPN takes up some of the available bandwidth, meaning there is less space for data to travel, which can slow things down. The stronger the encryption, the slower the VPN connection. Another factor is the distance between the user and the VPN server, especially in long distances like connecting from the UK to the US. This is because the data has to travel through multiple network infrastructures and international peering, which can cause delays. The speed of the regular internet connection also matters. The faster the internet connection, the more data the VPN server and client have to process in a short period of time, meaning the VPN will affect a faster internet connection more than a slower one.