What to do, if you can't connect to CyberGhost, resp. single countries or servers?

In cases CyberGhost can't connect please refer to the following list of solutions. Most of the steps described here can be done without direct support from our support center, but in case you get stuck or don't know how to handle certain things, we will be there for you.

Account Problems

  • Wrong credentials: Make sure you typed in your credentials correctly.
  • Special characters in password: Problems due to a special character of your respective language could occur after a password change or an account reactivation done with a PUK. Try to log-in with your old password and - if to not avail - contact contact our support department through the support option in your account page.

No Internet while connected to CyberGhost

Some users experience a strange issue that although everything seems to work fine with CyberGhost no working Internet can be established. The Internet should work - but it doesn't. Neither a browser nor a different software are able to access the net. After closing CyberGhost, everything goes back to normal.

Luckily there is a fix from Microsoft that reportedly repairs this issue. You can find it here:

http://support.microsoft.com/kb/299357/en

The fix works both automatically or manually, whatever you prefer, and resets the Internet protocol (TCP/IP) for you. Remember, you have to be logged in as an administrator, before you start it.

System & Compatibility Problems

  • Check system time: If your system time is not set correctly, you might be unable to log into the CyberGhost network (not necessarily, but under certain circumstances). If your system time is, for example, set to April, 1st, 2005, an SSL certificate from 2007 will be rejected and the connection will fail.
  • De- and re-install CyberGhost VPN: Very often an operating system just made a wrong turn here or there, so before you go through all the hassles of searching for a reason, please deinstall CyberGhost VPN completely and re-install it. This already solves many problems without exactly knowing why they appeared in the first place.
  • Windows 7 update blocks network traffic: There is an optional update for Windows 7 which, if installed, blocks network traffic. The update KB2750841 is originally meant to improve compatibility between IPv4 and IPv6 services, but causes under certain driver and Firewall constellations a total block of Internet traffic. Only solution: Deinstall the update.
  • Network tools block CyberGhost: You run Nvidia's Network Access Manager, cFos or other network tools? Try to deactivate or deinstall them at least for some time to see, if one of it blocks CyberGhost VPN. For a detailed explanation please consult the article linked to above.
  • Malwarebytes 2 disables CyberGhost: If CyberGhost and Malwarebytes 2 are both installed at the same time on the same PC, there is a fair chance that certain incompatibility problems can result in failed connections. To avoid CyberGhost not running properly please deinstall BOTH programs and re-install only CyberGhost (a deinstallation of Malwarebytes only is not enough). Note: Some users report they can also newly install Malwarebytes after re-installing CyberGhost first and operate both programs without problems.
  • Problems with Security certificates: On certain occasions some problems may arise in connection with security certificates:
    • 1) CA certificate can not be confirmed: An error message regarding a 'CA certificate, that can't be confirmed' usually states, that CyberGhost gets blocked, either by your PC (anti virus, firewall products) or by your Internet Service Provider, your government, your employer, your university, or your school. Please check your firewall, virus scanner, or other security software and ask your admin (if trying to log in from a network at work, etc.) A debug log will also show you valuable information about your connection attempts (read here how to create one).
    • 2) Revocation information ... not available: On certain systems a security issue arises due to timing problems with other software and anti virus products, provoking the following message: 'Revocation information for the security certificate for this site is not available. Do you want to proceed? [Yes] [No] [View certificate]'. When clicking on 'Yes', CyberGhost will work as expected, but some users don't feel comfortable with this - besides it's annoying to always click the message away when the software starts. We are constantly working on adapting CyberGhost each time we found out about a software product that causes this behavior. Please install the latest beta version of CyberGhost, when encountering such a problem. It might resolve it. You can let CyberGhost download the latest beta automatically by activating the respective option in the general program settings.

Driver Problems

  • Third party driver: If your system contains other VPN software along with CyberGhost, the adapter used by them might interfere with each other so that the corresponding applications can't connect properly with their respective network adapter. In most cases it's because all installed VPNs compete for the 'TAP Windows V9 network adapter', but it also often happens even though the respective VPN installed its own Windows TAP adapter. Solution: Contact support to get informed of how to repair the driver. Self help for experts: Open the Windows Device Manager, double-click on 'Network adapters' and disable the TAP adapter of the other VPN(s). In case you want to use it/them later on again, activate the associated network adapter again. If, despite disabling the third adapter, you can't connect to the CyberGhost network, or if there is just one TAP network adapter for all VPNs, you need to deinstall the other VPN(s) and might also need to re-install CyberGhost. 
  • Network adapter is not activated: Certain programs deactivate the virtual network board, which is generated when installing CyberGhost VPN. Solution: Contact support to get informed of how to repair the driver.

Server Problems

  • Server Downtimes: Please check, if your problem also persists with different servers in different countries. If you have connection problems with a single server or country, it's quite likely a temporary problem or downtime, e.g. for maintenance. If the problem persists on all servers, please also check your firewall and anti virus settings (see below).
  • CyberGhost gets blocked: Another reason that keeps CyberGhost from connecting might be the blockage of the CyberGhost URL, especially (but not solely) in countries with restrictive governments. Please test the URL https://rest.cyberghostvpn.com. This should route you to the CyberGhost website. If not and if you suspect your government or ISP to block CyberGhost, please contact our support department through the support option in your account page. Self help: Make sure, the option 'Force CyberGhost DNS server' in the in the program settings (under 'Connection') is activated. Also very helpful: Per default CyberGhost uses UDP on port 443. If this protocol or port is blocked in your country, you might try the 'Prefer TCP protocol' option in the connection settings. You might also try the 'Random port' option. 

Problems with Firewall and/or anti virus software

  • Your Firewall or your anti virus software blocks CyberGhost: Please put the files 'CyberGhost.exe', 'Service.exe' (inside the CyberGhost program folder) as well as the file 'openvpn.exe' (inside the sub-folder 'Data > OpenVPN') on the respective exception list. For example Kasperski: In order to be able to establish a VPN connection while Kaspersky (KIS) is running, you need to add the 'CyberGhost VPN Client Service' (located in your CyberGhost program folder as 'Service.exe') to the list of trusted applications and activate the option 'Do not scan encrypted network traffic' in order to avoid connection problems and error messages, while trying to connect.
  • Firewall blocks virtual network card: Various Firewall products made available by third parties, block in specific situations the data transfer through the 'TAP-Win32 Adapter' virtual network board (configured while installing the CyberGhost client). When having connection problems deactivate your Firewall. The documentation, coming along with your firewall, should tell you how. Otherwise contact the respective distributor/developer. (Note: Sometimes only deactivating a firewall is not enough and you better deinstall it temporary or at least restart the computer after deactivating.) If you can access the CyberGhost network after deactivating that firewall, try to fix the problem by adjusting the firewall settings, so you can use CyberGhost VPN without deactivating your firewall protection. If your Firewall doesn't allow any adjustments or the problem cannot be solved that way, deactivating the Firewall for the 'TAP-Win32 Adapter' might be an option. Basically, this solution does not endanger your system, because it's just the CyberGhost VPN server, that's communicating with this adapter (the server and the client are authenticated based on certificates), and the CyberGhost-VPN server has its own Firewall functions.
  • Certain software or hardware firewalls also block the UDP data transfer to/from the CyberGhost servers. In such cases, you can remedy the situation by activating the ports '443', '8078', '8080', '9081', and '9082'. The afferent functions are available in the firewall settings, respectively, in the router settings.
  • CyberGhost and Kaspersky: In order to be able to establish a VPN connection while Kaspersky (KIS) anti virus is running, you need to add the 'CyberGhost VPN Client Service' (located in your CyberGhost program folder as 'Service.exe') to the list of trusted applications and activate the option 'Do not scan encrypted network traffic'. Otherwise you will not be able to establish a connection and will receive an error message, while trying to connect.
Note: For some products deactivating a firewall or anti virus protection is simply not enough, so it might be necessary to deinstall a Firewall completely or at least restart the computer after a deactivation. If it turns out that CyberGhost works, when deinstalling/deactivating a firewall, change your firewall settings, so CyberGhost can be used with an activated firewall as well.

 

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