Troubleshoot Tuesday

Even the best technology needs occasional troubleshooting. Check this weekly series for our advice and tips on getting the most out of our Sabai Router.

Troubleshoot Tuesday: Ten Shockingly Simple Tips For Your Wireless VPN Setup

Whether you are setting up your VPN Router from Sabai Technology for the first time, or you are suddenly facing a connection issue, sometimes the simple answer is the best. Try these troubleshooting tips first to see if they help.

  1. Make sure your VPN Router has power. If not, try a different socket and/or make sure the routers switch is in the ON position. StrongVPN-A
  2. Double check that your WAN and LAN cables are plugged into the correct ports on the back of the router. The WAN port/cable is the same as the “internet” port/cable.
    StrongVPN-B
  3. Make sure your VPN Router has internet. If not, plug your WAN cable directly into a computer to see if you can connect that way. If not, contact your internet service provider.
    StrongVPN-CC
  4. Try restarting everything, including your modem. Restart the modem first, so that the internet is up and running before the network.
  5. When starting a PPTP connection, make sure you click both the SAVE then the START buttons. StrongVPN-click-pptp-linkStrongVPN-save StrongVPN-click-start
  6. If you are replacing an existing router connection, behind a cable model, unplug the cable modem for one minute and then plug it back in.
  7. Try switching servers. Some VPN providers change configurations that can break old connections. By getting settings for a new server, you reset your credentials.
  8. Make sure your computer is set to DHCP and does not have anything manually entered for IP addresses or DNS entries.
  9. When copying and pasting server information, make sure you don’t have any blank spaces before or after.
  10. Check the forums for your issue … first! Our tech support has seen it all, and in many cases, we have documented it. Search the blog (there is a search box to your right!), or our knowledge base for the answer to your issue!

If you have tried these things and you still need technical help, you can always e-mail support or, if you are a Sabai Freedom customer, you can make an appointment with technical support.

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Troubleshoot Tuesday: Heartbleed leads to Sabai Technology VPN Accelerator patch

So last week a damaging vulnerability came to light: Heartbleed. While companies are picking up the pieces and patching holes, here at Sabai Technology we wanted to take our own precautions. We conducted testing on both the router and the Accelerator, and found that neither would respond to what is considered a “heartbeat.” If either device had responded to a heartbeat it would have been considered vulnerable. Either way, to take the precautions necessary to be a company focused on security and our customers, we have put together a patch for our VPN Accelerator as it is running the version of OpenSSL that was vulnerable for anything that responded to a heartbeat.

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Patching your Accelerator

  1. Log into the Accelerator at 192.168.199.2
  2. Go to Diagnostics, then System acc1
  3. Paste this into the box below:
    sudo apt-get update
    sudo apt-get -f install

    sudo apt-get install openssl openvpn libssl1.0.0 --assume-yes

    sudo reboot

    acc

  4. Execute the command. It will probably spin for a few minutes. Do not panic, this is normal.

When the command is done, you will see lots of lines of text and it should look like this down at the bottom. Don’t worry if you don’t know what it means (not everyone is as tech savvy as our developers). We’ve verified that this works and will get you the updates you need to always stay protected! acc2

For those needing a little more background information, check out these resources!

http://www.forbes.com/sites/jameslyne/2014/04/08/heartbeat-heartbleed-bug-breaks-worldwide-internet-security-again-and-yahoo/ 
http://blog.sabaitechnology.com/web-site-account-best-practices-in-the-wake-of-heartbleed/

And as always, if you have questions, we’re available at support@sabaitechnology.com!

Troubleshoot Tuesday: We can fix that! Sabai Freedom Edition!

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Before March 21st, our Sabai Technology VPN Router customers knew they had 90 days of automatic Technical Support if they needed help setting up the router. What happens if you do not receive the router for 60 days because you’re in the military, or your family had to keep it in the states until they came to visit? You could set up your router without help from anyone on our team, then all of a sudden your VPN is super slow or not working at all.

New customers can be assured that their complimentary 90 days of Sabai Freedom begins the moment they register. We are including cards in all packages that direct customers to a website where they can register and begin using their 90 days of Sabai Freedom. It also allows us to keep up with customers that have possibly purchased from other companies. This way, we can make sure you’re getting the help you need.

The initial Sabai Freedom that comes with your router allows for 90 days of one on one Technical Support. No more waiting on the phone for someone to talk you through the process. Ruth or Hannah can remote into your computer and get to the bottom of whatever issue without you having to touch the mouse. It also includes FREE firmware upgrades during your 90 day trial. (Hint hint, we have a surprise soon!) Our long term customers know the value of Sabai Freedom after the initial 90 days is completely worth it, especially for those less technically savvy. Click here to read the reviews for yourself. Everything you get for 90 days in the beginning, you’ll have for a year, and trust us, A LOT can change in one year. Plus, Sabai Freedom will cover your router and your Accelerator, or two routers if you have them. We’ll upgrade both and support both without any issues.

DD-WRT is long gone from being our choice of firmware for our routers, due to the lack of user friendliness. What William started back in 2010 has grown tremendously over the years. That isn’t to say that some customers aren’t still using DD-WRT on their Sabai Technology VPN Router. Over the years changes have been made to make sure we make your VPN experience as user friendly as possible. That’s why we always recommend our customers upgrade their routers to our newest firmware version. We wouldn’t upgrade it if we didn’t think the pros outweighed the cons! Plus, who wants to have to solve all of their problems over email or phone? You’re busy enough, wouldn’t you rather just have us fix the problem for you (not to brag, but we’re really good at this). We can make sure you get the time you deserve to get all of your issues solved and all of your devices connected.

Once again, we have a surprise coming up soon, and we don’t mean to toot our own horn, but we think it’s going to be pretty nice. Some of you have been waiting for an update to fix QOS graphs, and port forwarding issues, among other things. Oh, did we mention that we may have a surprise for our customers with Accelerators? Don’t miss out on all the benefits from a Sabai Freedom purchase and we hope to see you on our Technical Support calendar really soon.

Troubleshoot Tuesday: Protecting your Precious Devices

When William (our ever so popular and fearless leader at Sabai Technology), was in Thailand for a Mission Trip, the power surges were terrible on devices.  It didn’t take much to fry a router, a computer, or any other device you can imagine needing in a country where you need access to American content.  In fact, just recently, a customer’s VPN Accelerator died after just a short period of time due to what we believe was a power surge that fried the device.  That is not a very cheap device to lose and is extremely important in cases of low speed.  So, how do you prevent that from happening?  We have two major suggestions.

Surge Protector

Surge protectors are like your everyday power strip, but better.  They not only allow you to plug up all of your devices where you could normally only attach one, but they also protect your devices from any voltage they don’t need.  Surge protectors limit the amount of voltage allowed to your devices by blocking the additional or by routing the extra voltage into the ground.  They’re a relatively inexpensive solution for protecting your devices and can be found at most local stores in the electronics departments.  Just make sure the next power strip you purchase does say that it is a surge protector as well.  If you are more interested in a little more of a full house protector, you could also look into a surge protection device, which can be installed in your electrical panel.

Uninterrupted Power Supply 

Uninterrupted power supplies are a good idea for places where power outages and power surges are frequent, such as Thailand.  These devices are charged through a normal wall socket, but if the power goes out they have a backup battery that can at least run your devices for a few minutes with some allowing for devices to continue to stay functional for long periods of time where the power may be off.  While more expensive than a typical surge protector, getting a UPS will absolutely be the better bet for those customers who have important information to save or are tired of having to set up their router from scratch again every time the power goes out for even more than just  a few seconds.

Each of these are easily found within your local large chain stores, although getting an UPS may require you to venture into your local computer store.  We  completely recommend these devices because after all, who wants to risk losing their important information or their expensive devices?  What are you using for your router?  Do you have a special setup that protects all of your devices from not only intruders, but also power outages/surges?  We’d love to hear about it so we  can test them out here in our office!  Let us know at support@sabaitechnology.com!

Troubleshoot Tuesday: VyprVPN’s Quick and Easy OpenVPN

Okay! It’s week 5. This is our last week of OpenVPN instructions for now. As soon as we have more companies on board, we’ll have more companies to post for you. Just in case you’re getting a little bored of these post, next week we’ll have a little some extra info about Roku, with an addition about a new product they’re coming out with, as well as some more informative blog posts about making sure your router does not get fried in a power outage. For now though, let’s have a look at VyprVPN’s OpenVPN paired with a Sabai Technology VPN Router, which we think is a pretty perfect combination!

VyprVPN is one of those companies our customers had been waiting on for what seemed like forever. FINALLY we were able to get everything up and running and they’re now an Official Affiliate. Plus, they offer a 3 day trial that way if you’re looking for a new VPN company, you can set them up on the router and test them before you fully commit. 

Getting your OpenVPN files:

1. Go to https://www.goldenfrog.com/support/vyprvpn/vpn-setup/ipad/openvpn-connect. Click on Download all configuration files and extract to a place where the file can be easily found later.

Starting the OpenVPN:

  1. Click on Network and OpenVPN. Click Choose File, find the folder that you extracted and choose the location you want to connect for VPN.
  2. Now click Choose File again and find the requested file name in the list of extracted files.
  3. Click Show File / Edit and enter your account username and VPN password. Click DONE, SAVE, START to start the VPN Service.

Getting the files is the easy step! It’s setting it all up that can be a little more difficult! We’re hopeful that our new instructions going out to all new customers, and the new instructions posted on our blog are making setting up the VPN so much easier for even our beginner customers. Confused? Needing help getting the VPN going or looking for a new VPN company to test out? Reach out to us at support@sabaitechnology.com!

Troubleshoot Tuesday: VotreVPN and Sabai Technology’s OpenVPN feature

Part 3 of our 5 week OpenVPN setup for companies starts now. This week is VotreVPN. Based in France, they’re a small company allowing customers all over the world to access their French content. Make sure you can read French or have a translator on your browser, as the whole website is in French! Since December of 2012, 2242 accounts have been made. While only a small amount of those may be using a Sabai Technology VPN router, we’re hopeful that more customers will see the joy in the combination of VotreVPN’s OpenVPN paired with a Sabai Technology VPN router.

Getting your OpenVPN files:

  1. Access your account at votrevpn.com and click Client Support

  2. OpenVPN Config download. Click on Installation Guides and then on Routers. Find the link to the votrevpn.zip file and click it. A zip file will download. Please extract this file to a location you can find later. 

Setting up your OpenVPN:

  1. Return to the router control panel at 192.168.199.1 in your web browser
  2. Click on Network and OpenVPN. Click Choose File, find the folder that you extracted and choose the ovpn file.
  3. Router will then ask for the ca.crt file which will be located in the same extracted folder. Click Choose File and then Upload.
  4. Click Show File then Edit and enter your account username and account password, click Done then click Save then click Start. 

Week 3 was easy enough. Most of our official affiliates have made life really easy for customers. Easier for you and easier for us! Still waiting on a company? Send us an email at support@sabaitechnology.com.

Troubleshoot Tuesday: Using 12 VPN with a Sabai Technology VPN Router

For the next 5 weeks, looks like Sabai Technology is providing instructions for our customers! We’re adding new companies left and right and would like to take some time to let out customers know how to set up the OpenVPN within our router. We know it can get a little difficult at times! We’ve already done ton of companies which can be found throughout the blog, or we keep instructions for those companies listed here: http://blog.sabaitechnology.com/vpn-provider-specific-vpn-router-instructions/

12 VPN is a small company that prides themselves on the options they include for their customers. One HUGE perk for some customers would be that they allow their customers to request custom servers in a location of their choosing. They use a automatic server deployment server to be able to get their customers the server location they would like quickly and efficiently. Could be a big perk especially for our Canadian or Mexican customers, needing a very very close server to the border in order to get the best speeds.

Get your VPN information:

  1. Log into your account at 12VPN.net
  2. OpenVPN: Click on Downloads and scroll down to the Routers section. Click on OpenVPN on Sabai Technology and download the server file you wish to use.

Setting up OpenVPN:

  1. Click on the OpenVPN link, click the Choose File button and find the file that you downloaded from 12VPN. Click Show File/Edit and enter your account username and password and then click Done/Save.
  2.  Click Start to start the VPN. Repeat to change server.

Notice anything new about our instructions? We’re trying to make things extremely easy for our customers now which is going to include more pictures and easier to follow steps. Don’t worry customers of ExpressVPN, VotreVPN, VyrpVPN, and seed4me, your instructions are coming up within the next few weeks! Can’t wait until then and wanna take a look at the instructions now or know of a company we should reach out to about a partnership? Let us know at support@sabaitechnology.com.

Troubleshoot Tuesday: Sabai Technology VPN Routers and CyberGhost OpenVPN

It’s been a while since we’ve had a blog post on a new VPN Company’s OpenVPN instructions. OpenVPN is more difficult than PPTP to set up sometimes, but not in this case. We have streamlined it to be as quick and painless as possible for all of our customers, beginners and experts.

CyberGhost VPN is one of the newest VPN Affiliates for Sabai Technology. It’s not often see such a well put together company as CyberGhost, they’re focused on Privacy, as well as allowing for customers that use torrent programs and websites, which a lot of VPN companies have blocks on.

Getting the OpenVPN file

  1. Log into your account at https://account.Cyberghost VPNvpn.com

  2. Click on “Smart Phones, Tablets & Other Devices.”
  3. Select OpenVPN for Protocol, choose the VPN country, and change the O.S. to Linux. Click Download Configuration and save the file where you can easily find it. 

Starting the VPN within the Sabai Technology VPN Router

  1. Click on the OpenVPN link, click the Choose Filebutton and find the file that you downloaded from Cyberghost VPN, click Show File, then Edit. Enter your Cyberghost VPN username and password and press done then Save. Last, press start.  If you make a change to the server or server settings, please load the new file and enter your Cyberghost VPN username and password again.

Once you hit start the VPN should connect almost automatically and then you should be able to connect all of your devices as well! Have I forgotten someone that you think we should have instructions for? How about telling us at support@sabaitechnology.com?

Troubleshoot Tuesday: General VPN Troubleshooting

Say for instance you are 12 hours ahead of our Eastern time. It is 6 PM on a Saturday night and you are ready to settle in for the evening with a romantic movie on Netflix but your Apple TV/Roku/Smart TV/Computer says you are in the wrong country and cannot access Netflix.

Here are the steps we recommend to first go through before you start pulling your hair out because we are not yet open for the day.

  1. Check to make sure your device is connected to the right WiFi connection. If you have not changed the default, it would be Sabai 24 or Sabai 58. If you are not currently connected to the VPN WiFi connection, please do so.
  2. If you are connected to the right WiFi, it is time to check the router. In your browser, log into 192.168.199.1.
    •  If there has been a power outage, or someone accidentally reset your router, it will be asking for you to activate the router again or register the router again if you are still on an older firmware. If you are on version 5 and above you can use the same Activation Token as the first time you activated the router. It will always work. If you are on an older firmware, most of the time your Registration Code can be found on the bottom of the router. It is a 6 digit alphanumeric code.
    • If you are not being asked to activate/register the router, go ahead and head to either PPTP or OpenVPN, whichever you currently use.
  3.  The PPTP/OpenVPN status will show in the top right hand corner of the firmware if the VPN is connected or attempting to connect. If you are on Version 5 and up, please refer to this page for instructions on how to set up the VPN using any of our Affiliated VPN Companies: http://blog.sabaitechnology.com/vpn-provider-specific-vpn-router-instructions/ Using those instructions should get you back up and running, but if all else fails, you can do a few things.
  • Check with your VPN Provider. If they have 24/7 Technical Support, sometimes they can fix the problem.
  • Email us at support@sabaitechnology.com. You can check out our Technical Support hours here: http://blog.sabaitechnology.com/sabai-technical-support-hours/
  • Submit a Support Ticket from our website.
  • If you are a current subscriber of Sabai Freedom, make an appointment for one on one support. http://meetme.so/sabaisupport Not a current subscriber of Sabai Freedom but would rather us fix the issue in a remote session? How about purchasing? Our Sabai Freedom Support Package gets you upgraded to our newest firmware, no matter how old your current firmware is. It also gives you a years worth of upgrades and years worth of one on one remote support anytime you have an issue.  Check that out here: http://www.sabaitechnology.com/Sabai-Freedom-Support-Package-p/sfwu.htm

Now, get back to enjoying the evening and your constant Netflix binge watching!

Troubleshoot Tuesday: Quirky Roku Fix

“Why is my Roku not working?” “We were told we should get a Roku because it would work. So why isn’t it working?” “Why can all of my other devices get VPN except my Roku?” Okay, within the past month, we at Sabai Technology VPN Routers have probably heard any variety of those statements at least 50 times! Our customers LOVE their Roku players! After going through all the beginning steps of making sure the VPN is set up correctly, the Roku is connected to the right router, etc, we were stuck scratching our heads. Of course it wouldn’t be long though until we figured out a solution! Your address!

No, not your IP address. We’ve already taken care of that. Your shipping address that Roku has on file must match the country of the VPN you are using. Essentially, if you’re connecting through a VPN in the UK, but your address on file with Roku is a US address, you are still going to get blocks as if you were still using an IP address from the US.  If you change the shipping address and it still doesn’t work, you may have to look into the billing address, which would also require you to have a credit card that matched that location. The shipping address has fixed all of our customers so far though. Other devices giving you issues? Well, we don’t claim to be experts, but we can certainly try to figure it out! Let us know at support@sabaitechnology.com

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