Anonymizer Universal™Windows Platform
TroubleshootingOur Windows Troubleshooting section will help you find answers on how to correct common issues that you may be experiencing. Choose from the list below to access instructions on how to fix these issues. Under each issue, you will find the exact Error Code and Message which corresponds with the provided solutions.
Cannot update or install Anonymizer Universal. Anonymizer Universal has stopped working and needs to close. Cannot Install Anonymizer Universal — 2343 The interface of the software is not responding Cannot start IPSEC Services — 10022 or 10045 A hardware failure has occurred in the port or attached device — 692 My Username and Password Isn't Working — 691, 1247 My Anonymizer Universal Can't Connect — 638‚ 789‚ 792‚ 809 My Anonymizer Universal Can't Connect — Certificate Error (766, 781) My Email Won't Send with Anonymizer Universal On — Outgoing Email Messages Fail My Anonymizer Won't Connect—Services Not Running — 768‚ 1100 My Anonymizer Won't Connect—Phone Book Error (621) My Anonymizer Universal Says the Port is Unavailable — 633 My magicJack Keeps Disconnecting My Satellite Internet Connection is Slow or Anonymizer Universal disconnects frequently. My IP Address Cannot be Found by Anonymizer My IPSec services will not start — 1747
Issue: Anonymizer Universal will not open and gives a Microsoft error.
Error Message(s): Anonymizer Universal has stopped working and needs to close. A Microsoft exception error is given when launching Anonymizer Universal. Anonymizer Universal flashes on the screen but will not open.
Resolution(s): These errors occur when the installation or update to Anonymizer Universal is incomplete or corrupted. The necessary prerequisite, Microsoft .NET Framework, must being fully up-to-date and there may be updates for Microsoft .NET Framework 3.5, 3.0 or 2.0 needed for Anonymizer Universal installation.Step 1Top ↑
Begin by uninstalling your Anonymizer Universal.
Windows Vista and 7 Click on your Windows icon (Start Menu) then click “Control Panel.” Click on Programs and Features then select “Uninstall a Program.” Once the list populates, select Anonymizer Universal and click the “Remove” button. The install wizard will appear. Ensure that “Remove” is selected. Ensure the box is checked next to “Remove saved user information.” Click “Next” twice. Click “Finish.”
Windows XP Click on your “Start” Menu then click “Control Panel.” Double click on “Add or Remove Programs.” Once the list populates, select Anonymizer Universal and click the “Remove” button. The install wizard will appear. Ensure that “Remove” is selected. Ensure the box is checked next to “Remove saved user information.” *The removal of this information is necessary to correct this error. Click “Next” twice. Click “Finish.”
Step 2Top ↑Next, please check for Windows Updates to the Microsoft .NET Framework.
Windows Vista and 7 Click on your Windows icon (Start Menu) then click “Control Panel.” Select “System and Security” if in Category View. Select “Check for Updates” under Windows Update. Please download all updates referencing Microsoft .NET Framework 2, 3, and 3.5. These may appear in “Optional” as well as “Important” updates. After you've completed all the Windows Updates, restart the computer and check for updates once more and until all updates have been installed. Frequently you will only receive an additional update that has been released for an update once the original update has been downloaded and installed. Restart the computer after the updates have completed. Redownload and install the Anonymizer Universal program by logging in to “My Account” at the Anonymizer website and selecting “My Downloads.”
Windows XP Open your Internet Explorer browser and click on “Safety” and select “Windows Updates.” You will be routed to http://windowsupdate.microsoft.com/. On this page, you will see Express and Custom. Please click on the “Custom” button. Once the Update web site completes the scan for updates available, please download all updates referencing Microsoft .NET Framework 2, 3, and 3.5. These may appear in “Software, Optional” as well as “High Priority” updates. Restart the computer after the updates have completed. Redownload and install the Anonymizer Universal program by logging in to “My Account” at the Anonymizer website and selecting “My Downloads.”
Step 3Top ↑If you again receive an error opening the Anonymizer Universal interface you make have a corrupted installation of the Microsoft .NET Framework. From Internet Explorer go to this link: http://www.valil.com/winfx/Valil.Chess.WinFX.xbap If you have a functional Microsoft .NET Framework you will be able to load the chess game, rotate the board, and move the pieces.
Step 4 (Advanced Users Only)Top ↑# If you are unable to run the chess game, you may be able to correct the installation of the Microsoft .NET Frameworks by uninstalling and reinstalling the .NET Frameworks, in Windows XP and Vista. Please exit all other applications prior to performing this uninstallation as you may have other programs installed that use the Microsoft .NET Frameworks.
In Windows XP, uninstall in this order: Microsoft .NET Framework 3.5 Microsoft .NET Framework 3.0 Microsoft .NET Framework 2.0
In Windows Vista, uninstall Microsoft .NET Framework 3.5
If you are unable to run the chess game and use Windows 7, the Microsoft .NET Framework 3.5 and all updates are Windows features installed with the Operating System. It may be possible to use a Microsoft .NET clean up tool and reinstall. We do not recommend this step unless you have a working knowledge of the Windows Operating System. Please contact Anonymizer support for a recommendation.
Issue:Cannot Install Anonymizer Universal
Error Message(s): Specified path is empty. Error code(s): 2343
Resolution(s): The Windows Installer error 2343 can generally be resolved by unchecking the box for “Quick Launch” during the installation procedure. This error can indicate a more serious general Microsoft Installer error. However, we have found the majority of our Anonymizer Universal customers have been able to resolve this error by simply unchecking this selection during the installation process.
During the installation process, when you arrive at the screen below uncheck the “Desktop” and “Quick Launch” boxes, and click Next and proceed through the installation.
Issue:The interface of the software is not responding
Error Message(s): If Anonymizer Universal is not responding to your commands, this indicates an error with the GUI (Graphical User Interface). To solve this, please follow the steps below:
Resolution(s):
Windows XP Click the “Start” menu Open up the “Control Panel” Select “Windows Firewall” Click the “Exceptions” Tab Click “Add Program,” and select “Anonymizer Universal” (if the program is already showing on the list, ensure that it is check marked). Click “OK” Restart your computer.
Please Note: You must disconnect and exit from Anonymizer Universal before restarting. If problems persist, please contact us directly.
Issue:Cannot start IPsec Services
Error Message(s): When trying to start the Windows IPsec service, you receive one of the following errors: Error 10022 Invalid Argument Error 10045 The attempted operation is not supported for the type of object referenced.
Resolution(s):
Windows XP Click on “Start” and Select “Run.” Type “cmd” into the Run box and hit the enter key on your keyboard. Please do not include the quotes. Then type “netsh winsock reset” without the quotations marks and press “Enter.” Restart the computer.
Windows Vista/7 Click on the Windows icon (Start Menu). In the “Start Search” field type “cmd”. Please do not include the quotes. Before clicking enter key on your keyboard type Ctrl+Shift+Enter to elevate your Privileges. Select “Yes.” Then type “netsh winsock reset” without the quotations marks and press Enter. Restart the computer.
Issue:Cannot start IPsec Services
Error Message(s): A hardware failure has occurred in the port or attached device Error 692
Resolution(s):
This error is typically resolved by restarting your machine. We are currently investigating this error code, as it only occurs for customers with Windows 7 and it may be a general Windows 7 issue with the type of VPN connection that our service looks to establish. If the error persists after restarting your machine, please refer to the following:
Please check for required services. The following services need to be set to Automatic and Started.
Click on “Start” and open the “Control Panel.” Open “Administrative Tools.” Open “Services.” Double-click on each entry below On the “General” Tab, change to the recommended setting below. Click “Start” if the service is not already started, and then “OK.” IKE Services (Windows Vista and 7 only) (Set to Automatic) IPSEC Services (Set to Automatic) Remote Access Connection Manager (Set to Manual- cannot be disabled) Telephony (Set to Manual- cannot be disabled) Restart the computer and connect to Anonymizer Universal. Again, ensure that the status for all entries is “Started.”
Issue:My Username and Password Isn't Working
Error Message(s): Access denied because the username, password, or both is invalid on the domain. Error 691Error 1247
Resolution(s):
This error is caused if you mistype your username and password, or if your Anonymizer Universal account has not yet been activated, or has expired. Please Note: Passwords are case sensitive. Please log in to your Anonymizer account and ensure that Anonymizer Universal is listed as Active in “My Subscriptions.” If you have forgotten your username and password, click here
Issue:My Username and Password Isn't Working
Error Message(s): The request has timed out. Error 638 The L2TP connection attempt failed because the security layer encountered a processing error during initial negotiations with the remote computer. Error 789 The L2TP connection attempt failed because security negotiation timed out. Error 792 The network connection between your computer and the VPN server could not be established because the remote server is not responding. This could be because one of the network devices (for example, firewalls, NAT, routers) between your computer and the remote server is not configured to allow VPN connections. Error 809
Resolution(s):
These errors are received when the connection to the Anonymizer Universal's servers is lost or blocked. Begin by clicking “Try Again.” If you continue to receive these errors, please take the following steps to ensure you have the latest version of the software, that the necessary services are running, and that your Firewall is set up to allow Anonymizer Universal. Begin by checking for any updates to Anonymizer Universal. For instructions on checking for updates, click here. Next, follow these steps to ensure you have all the services properly enabled. Click on the “Start/Windows” icon and open the “Control Panel.” Open “Administrative Tools.” Open “Services.” Double-click on each entry below On the “General” Tab, change to the recommended setting below and click “OK.” IKE Services (Windows Vista® and Windows 7® only) (Set to “Automatic”) IPSEC Services (Set to “Automatic”) Remote Access Connection Manager (Set to “Manual- cannot be disabled”) Telephony (Set to “Manual- cannot be disabled”) Restart your computer and connect to “Anonymizer Universal.”
Firewall Configurations:
Lastly, you will need to ensure that your firewall is configured to allow Anonymizer Universal, as this is the most common cause of the types of errors listed above. Begin by adding “universal.anonymizer.com” as a Trusted Network within your Firewall, and Anonymizer Universal as an allowed program within the “Program Control.” If you have the option to unblock certain ports, please ensure that port 500, 4500, 1701, and 1702 are open for incoming and outgoing UDP traffic to the universal.anonymizer.com domain. For specific instructions on some of the most common firewalls, select Firewall Configuration, and choose the firewall program that you use. Please keep in mind that some routers have firewalls as well. If you continue to receive an error after configuring your software firewall, please see our example of a hardware firewall configuration on the Firewall Configuration page.
Issue:My Anonymizer Universal Can't Connect—Certificate Error
Error Message(s): A certificate could not be found. Connections that use the L2TP protocol over IPSec require the installation of a machine certificate, also known as a computer certificate. Error 766 The encryption attempt failed because no valid certificate was found. Error 781
Resolution(s):
Error 766 & 781 stem from a corrupt file in the Anonymizer Universal Phonebook. To fix this error, please follow the steps below. Begin by clicking “Try Again.” Please Note: There are different steps for Windows XP® than for Windows Vista® and Windows 7® or Windows Vista/7, 64-bit.
Window XPTop ↑Click on “Start” and select “Run.” Copy and paste the following command line exactly as it appears into the “Run” box and hit “Enter.” Please Note: Be sure to include the quote marks. "C:\Program Files\Anonymizer\Anonymizer Universal\Anonymizer Universal.exe" /reset Hit “Enter.”
Within a few moments, the software should launch and connect.
Window Vista/7Top ↑Begin by copying the command line below. Please Note: Be sure to include the quote marks. "C:\Program Files\Anonymizer\Anonymizer Universal\Anonymizer Universal.exe" /reset Click on “Start,” and then right click inside the “Start Search” box. Select “Paste.” Hit “Enter.”
Within a few moments, the software should launch and connect.
Window Vista/7 64 bitTop ↑Begin by copying the command line below. Please Note: Be sure to include the quote marks. "C:\Program Files (x86)\Anonymizer\Anonymizer Universal\Anonymizer Universal.exe" /reset Click on “Start,” and then right click inside the “Start Search” box. Select “Paste.” Hit “Enter.”
Within a few moments, the software should launch and connect.
Issue:My Email Won't Send with Anonymizer Universal On
Error Message(s): Outgoing Email Messages Fail.
Resolution(s):
The unencrypted mail port 25 is blocked to prevent abuse by spammers. If you have an email address set up to use port 25 to send outgoing messages, please contact your mail administrator to use an alternate port. Typically, email providers prefer certain ports including 587 and 465. These ports generally require authentication. You may need to change your outgoing mail server to require authentication.
Outlook 2007Top ↑To check if your outgoing server (SMTP) is using port 25, please follow these steps.
Go to “Tools” and then “Account Settings.” Select your email account and click “Change.” Click on “More Settings.” Select the “Advanced Tab”:ThunderbirdTop ↑
If the SMTP Server port is 25 and the encryption type listed is “None‚” contact your Mail administrator for an alternate port that uses encryption.
To check if your outgoing server (SMTP) is using port 25‚ please follow these steps.
Go to “Tools” and “Account Settings.” Click on “Outgoing Server (SMTP)”:
If the port listed is 25‚ and Secure Connection is listed as “None,” contact your Mail administrator for an alternate port that uses encryption.
Issue:My Anonymizer Won't Connect—Services Not Running
Error Message(s): Unable to connect to Anonymizer. The connection attempt failed because of failure to encrypt data. Error 768 The IPSec Policy Agent service is not running. Anonymizer Universal requires this service to be running in order to function. Click “Start” to enable this service now. Error 1100
Resolution(s):
The errors messages 768 and 1100 indicate that you have required services that are not running correctly. To rectify these errors, please follow the steps below.
Click on “Start” and then “Control Panel.” Open “Administrative Tools.” Next, open “Services,” and set the following fields as directed. IKE Services (Windows Vista® and Windows 7® only) (Set to “Automatic”). If the service is not started, click “Start” to start the service. IPSEC Services (Set to “Automatic”) Next, set the following Services as directed. Remote Access Connection Manager (Set to “Manual- cannot be disabled”). If the service is not started, click “Start” to start the service. Telephony (Set to “Manual- cannot be disabled”) Finally, restart your computer and connect to Anonymizer Universal.ADVANCED USERS ONLYTop ↑
If you are still receiving an error, the steps below may resolve the issue.
Windows XP Click on Start and Select Run Type “cmd” into the Run box and hit the enter key on your keyboard. Please do not include the quotes. Then type “netsh winsock reset” without the quotations marks and press Enter Restart the computer. Windows Vista/7 Click on the Windows icon In the “Start Search” field type “cmd”. Please do not include the quotes. Before clicking enter key on your keyboard type Ctrl+Shift+Enter to elevate your Privileges or Right-click and select “Run as Administrator” Select Yes. Then type “netsh winsock reset” without the quotations marks and press Enter. Restart the computer.
Issue:My Anonymizer Won't Connect—Phone Book Error
Error Message(s): Cannot open the specified phone book file. Error 621
Resolution(s):
If this is the first time you have seen this error select “Try again.”
If you continue to receive this error, please follow the steps below. Click on “Start” and then “Control Panel.” Open “Administrative Tools” (Classic Menu) or “Performance and Maintenance” (Category View) and then select “Administrative Tools” Open “Services” Ensure “Telephony” is set to “Manual”- this service cannot be disabled Finally, restart your computer and connect to Anonymizer Universal.
If the 621 error is persistent, please check that the “WAN Miniports” are installed and L2TP is “Enabled.”
Windows XP Click on the “Start” button and then choose “Control Panel.” Click “Performance and Maintenance”, and then click “System”. On the “Hardware” tab, click “Device Manager”. Go to “View” and click on “Show Hidden Devices.” Expand the “Network Adapters” section Please ensure that the “WAN Miniport (L2TP)” is listed and “Enabled.” If it is are missing please reinstall. You may need to contact your computer support team to do so. If it is “Disabled”, please “Enable” it and then restart your computer. Windows Vista/7 Click on the “Windows” icon and then choose “Control Panel.” Click on the “System and Security” link. (Note: If you're viewing the Large icons or Small icons view of Control Panel, you won't see this link. Simply click on “Device Manager” and then proceed to next Step.) In the “System and Securit”y window, click on the “Device Manager” Go to “View” and click on “Show Hidden Devices” Expand the “Network Adapters” section Please ensure that the “WAN Miniport (L2TP)” is listed and “Enabled.” If it is are missing please reinstall. You may need to contact your computer support team to do so. If it is “Disabled”, please “Enable” it and then restart your computer.
Issue:magicJack Failed
Error Message(s): We have found a compatibility issue between Anonymizer Universal software and the magicJack phone application. Users who attempt to connect with Anonymizer Universal when magicJack is running will often receive errors that will keep them from connecting. At this time, we suggest the following solution while we further research the issue:
Resolution(s):
Unplug your magicJack device and restart your computer. Before plugging the device back in, please open Anonymizer Universal and hit “Connect.” Once the software connects and the “Protected” message is visible, you can plug-in your magicJack device and re-enable it for normal use.
Issue:My satellite Internet Connection is Slow or Anonymizer Universal disconnects frequently.
We do not recommend the use of Anonymizer Universal with satellite Internet connections. These types of connections are unable to provide a consistent connection and L2TP VPN connections are typically not supported by satellite providers. Customers using satellite Internet connections are finding that the speed of Internet traffic drops by 50-75% when using Anonymizer Universal. At this time, we have been unable to find any satellite Internet providers that offer support for VPN connections to Home Users.
Issue:My IP Address Cannot be Found by Anonymizer
Error Message(s): IP Address: None Found.
Resolution(s):
These errors are received when the connection to the greenlight.anonymizer.com domain is lost or being blocked. To rectify this error, begin by clicking “Try Again.”
If you continue to receive this error, please ensure that your Firewall is set up to “Allow” a connection to greenlight.anonymizer.com. To do this, you must add greenlight.anonymizer.com as a trusted network in your firewall configuration and any intrusion prevention program. In addition, Anonymizer Universal must be added as an allowed program within the “Program Control.”
Please see Firewall- Software and Firewall- Hardware for screen shots and specific configuration instructions for adding these settings.
Please Note: Your Hardware Firewall or Internet Service Provider may also block this site.
Issue:My IPsec Services will not start (Windows XP)
Error Message(s): Could not start the IPsec service on Local Computer. Error 1747The authentication service is unknown.
Resolution(s):
A missing or uninstalled Client for Microsoft Networks causes the Windows Error 1747. Please follow the steps below to resolve the issue.
Step 1Top ↑To solve this error, you must set up a generic VPN connection. Begin by clicking on “Start” in the lower left hand side of your computer, and then choose “Control Panel” from the menu.
Step 2Top ↑Next, click on “Network Connections.”
Step 3Top ↑Click on “File” in the top left hand corner of the screen and select “New Connection” (or click “Create a New Connection” in the column on the left.)
Step 4Top ↑Click “Next.”
Step 5Top ↑Select “Connect to the network at my workplace,” and then “Next.”
Step 6Top ↑Select “Virtual Private Network connection,” and then “Next.”
Step 7Top ↑In the “Company Name” field, enter “Test Connection,” and click “Next.”
Step 8Top ↑If you have the option to automatically dial, select “Do not dial the initial connection,” and click “Next.”
Step 9Top ↑For the Host Name, enter “abc123.com,” and click “Next.”
Step 10Top ↑Leave the Connection Availability as it is, and click “Next.”
Step 11Top ↑Click “Finish.”
Please Note: The connection may try to connect, and ask for your username and password as shown in the diagram below. If it does, just click “Properties.” (See figure 1). If it doesn’t, then right click on the Network entry and select “Properties” from the menu. (See figure 2).
Step 12Top ↑Once the generic connection has been made, check to make sure you see the Client for Microsoft Networks. To do so, select the “Networking” tab. If you do not see the Client for Microsoft Networks, select “Install.”
Step 13Top ↑Click on “Client.”
Step 14Top ↑Select “Client for Microsoft Networks,” and then “OK.”
Step 15Top ↑Restart your computer.
Issue:Cannot update or install Anonymizer Universal
Issues(s): Update process will not complete. The Installaware will not complete the installation process Unable to uninstall Anonymizer Universal
To resolve this issue please follow the steps below:
This may happen if data in a hidden folder has been corrupted. First, right-click on the Anonymizer icon on the bottom right hand side of the screen (by the clock) left-click "Exit"Click on your Windows icon (Start Menu) then click "Control Panel"Click on "Programs and Features", then select "Uninstall a Program"Click on the “Start/Windows” icon and open the “Control Panel.”Click on "Programs and Features" then select "Uninstall a Program"Once the list populates, select Anonymizer Universal and click the "Remove" buttonThe install wizard will appear. Ensure that "Remove" is selected.Ensure the box is checked next to "Remove saved user information" and click "Next" twice.Click "Finish"Download and run the "AU Windows Cleanup Utility": Clean up UtilityDo a "Complete Cleanup" and allow the utility to access the registry.Empty the Recycling Bin.Restart your computer.Once the computer has restarted, install Anonymizer Universal. Install Anonymizer Universal, please access your account page here: Account Page
