What to do, if running into problems with CyberGhost?

All CyberGhost subscribers are entitled to use the ticket system in order to get personal technical support.

You reach support via your account management page. Please login, click on the menu entry 'Support' and create a ticket, in which you describe the problem and add the protocol ID of your debug log (if available, see below how to create one).

In case you are a Premium subscriber, but can't login to your online account management (e. g. because you lost your credentials), please contact either the Live Chat on the CyberGhost homepage (open 09:00 am to 06:00 pm EET) or the 'Feedback' button in the CyberGhost client's main menu.

The support team will try to help you as fast as possible, but of course needs some time to analyze and assess your problem. To speed up response time it will be very helpful, if you can provide as much of the following data as known:

  • Which CyberGhost client app do you use?
  • If you don't use a CyberGhost client, which native protocol troubles you?
  • Which operating system and version number do you use (Windows 7, Linux Ubuntu x.x, Android x.x, etc.)?
  • What kind of subscription did you use when the failure happened (Free, Premium or Premium Plus)?
  • The name of your Internet Service Provider (ISP)
  • The type of your connection, e.g. DSL modem, cable modem, WLAN, etc.
  • Day and time, the malfunction occurred (including timezone information)
  • Connected network devices, e.g. router, PCs, etc.
  • Which anti virus software do you use?
  • Which Firewall do you use?
  • Is any other VPN software installed?
  • If CyberGhost VPN is used on different computers, did the problem occur there, too?
  • Which server did you try to connect to or was it an automatic attempt?
  • Is other networking software like cFOS running in the background?
  • The log ID of the debug file

In cases of speed problems please also try to add the following:

  • The results of a speed test (see here how to do a speed test):
    • The usual speed of your Internet connection without CyberGhost in MBit/s (not MByte/s) or kBit/s 
    • The speed of your Internet connection with CyberGhost in MBit/s
      • The speed while being connected through a CyberGhost VPN client (or a third party OpenVPN app)
      • The speed while being connected through the native protocol L2TP/IPSec (just needed, if the connection speed via client or OpenVPN is massively different from your connection speed without CyberGhost VPN)
      • The speed while being connected through PPTP (just needed, if the connection speed via client or OpenVPN is massively different from your connection speed without CyberGhost VPN)
  • The server load (the amount of users who had been connected to the server at the time of testing)
  • A WinMTR protocol would also come in handy (see here how to create one)

Debug Log

A debug log file can help support to find reasons and errors very quickly. This file will be generated by CyberGhost automatically, after you initiated the log process. Below you find various instructions for different CyberGhost clients and an alternative one for users, who don't have a client installed:

[How to create a debug log (Windows)]     [Alternative debug log with DebugView (Windows)]     [How to create a debug log (Mac OS)]     [How to create a debug log (Android)]

How to create a debug log with CyberGhost for Windows

If you need or want to create a debug log for error analysis, please click on the CyberGhost logo in the upper left corner and then on the profile that troubles you:

If you have problems with a certain server, click on the profile 'Choose my VPN server', mark the respective server manually and start the connection with the log window open.

After the connection has been established successfully (if possible), disconnect and send the file to support. For that click on the respective button at the button of the log file screen. Please also add your own personal observations and descriptions of the problem.

If you want to, you can keep a copy of the debug file created. For that just click on 'Save as ...'.

After clicking on 'OK' your error report will be transfered to CyberGhost. At the same time you will get a report ID. Please note down that number. You need it when contacting support.

How to alternatively create a debug log wit DebugView

In case CyberGhost does not start (and you therefore have no chance to create a debug file), please install the tool 'DebugView' from Microsoft and use that one instead the internal CyberGhost error log.

Instructions:

  1. Download the tool
  2. Extract the downloaded file
  3. Start debugview.exe as with administration rights (right click on the file, then choose 'Run as administrator')
  4. Activate nearly all options inside the the 'Capture' menu. Only the last option called 'Log Boot' stays deactivated.
  5. Start CyberGhost
  6. Save the log file via 'File > Save as ...'
  7. Include the log file to your support request

How to create a debug log with CyberGhost for Mac OS

If you need or want to create a debug log for error analysis, please click on the CyberGhost logo and then connect to a server. If you have problems with a certain server, choose this server first and then start the connection with the log window open:

The debug log file is very important for our support team and lays the base for a proper malfunction analysis. It can be sent directly to support by clicking on the respective button after CyberGhost collected all needed information. Furthermore you can add your personal description of the problem you have.

After clicking on 'Send' your error report will be transfered to CyberGhost. At the same time you will get a report ID. Please note down that number. You need it when contacting support.

How to create a debug log with CyberGhost for Android

If you need or want to create a debug log for error analysis, first make sure you activated the log savings in the client's settings. The debug log file is very important for our support team. It consists of different single logs (Library log, OpenVPN log, JavaScript log, and application log) and lays the base for a proper malfunction analysis.

Return to the main screen and activate a connection. If you have problems with a certain server, choose this server first via 'Simulated Location' and then start the connection:

If a connection can be established successfully, keep it for some seconds and then disconnect. In case of disconnections at fixed intervals, wait until this disconnection happens (if it doesn't take too long).

Now click on the CyberGhost logo to open the debug log dialog.