Technical issues

I can't connect with the GoodAccess app.
If you are experiencing any connection difficulties:
Make sure that you aren't using any other VPN, proxy, or anonymizer at the same time.
Try selecting a different VPN protocol in the GoodAccess app: Menu (upper-left corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
Try using an alternative app.
If you are connecting from the United Kingdom and use any of the following ISPs, please disable Child Safe Protection (PG-13) in the security settings of your respective user portal:
​Sky​
​Virgin media​
​O2​
If you are still experiencing any connection difficulties, please contact us.
No Internet access after successful connection.
If you are experiencing any connection difficulties:
Make sure that you aren't using any other VPN, proxy, or anonymizer at the same time.
Try selecting a different VPN protocol in the GoodAccess app: Menu (upper-left corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
Try using an alternative app.
If you are still experiencing any connection difficulties, please contact us.
My IP did not change after successfully connecting.
If you are experiencing any connection difficulties:
Make sure that you aren't using any other VPN, proxy, or anonymizer at the same time.
Try selecting a different VPN protocol in the GoodAccess app: Menu (upper-left corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
Try using an alternative app.
If you are still experiencing any connection difficulties, please contact us.
The connection drops after a few minutes.
Make sure that you are connecting only one device per a Team Member's login details. Two concurrently connected devices will cause such disconnections.
Simultaneous connections using the same Team Member's login details are only allowed for one desktop device (Windows, macOS, Linux) and one portable device (iOS or Android).
If you are still experiencing any connection difficulties, please contact us.
My connection is very slow.
We don't limit the connection speed. Speed always depends on international peering and the distance between your device and the GoodAccess Gateway. The actual Internet speed varies by customer and we recommend testing GoodAccess in your environment first. Here are some recommendations on how you can increase your connection speed:
Choose a GoodAccess Gateway location that is as close to your team and business systems as possible.
Try using a different VPN protocol with the GoodAccess app: Menu (left top corner) → Settings → Try both VPN protocols one by one (OVPN, IKEv2).
If you are still experiencing any connection difficulties, please contact us.
I can't access my business systems through GoodAccess.
If you are unable to access your business systems through the GoodAccess app, check the GoodAccess Access Control configuration in the GoodAccess Control Panel with your administrator.
If you are still experiencing any connection difficulties, please contact us.​

Last modified 1yr ago