What To Do When Your Vpn Connection Is Not Working

If you have set up your VPN account according to your knowledge but your connection is not working or your are experiencing some troubles with it, please contact our support. You should describe your problem in detail and include screenshots from your configuration and a log file. In most cases screenshots from the Basic and Advanced Tab will be enough. Sometimes our support team will ask you to provide your expert configuration as well. 

See the descriptions below on how to provide the log file and retrieve the expert configuration.

How to provide the log file?

1. Click the Shimo icon in the menu bar and select Preferences…

2. Go to Advanced

3. Click the Open log file button

5. Click the Reveal button in the top left corner in the opening window

7. Select the latest file in the appearing Finder window

9. Attach this file to your support request

How to retrieve the expert configuration?

1. Click the Shimo icon in the menu bar and select Preferences…

2. Go to Accounts

3. Double click the concerning VPN account

4. Go to the Expert tab

5. Click the View Config button

7. Copy the output from the appearing window into your support request or make a screenshot of it