The icon on my Mac is in a constant state of ‘Connecting’ but does not actually connect/stays yellow/orange/amber

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Milan
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Create support ticket: Support

 

Please try reinstalling the software completely or we can do that for you via TeamViewer:

 

1) Delete ALL StreamVPN.app  app files from the Applications and Downloads folders

2) Delete the StreamVPN folder from Macintosh HD/Library/Application Support

3) Delete the StreamVPN folder from Macintosh HD/Users/username/Library/Application Support

 

Last one is a hidden Library folder so you access it by being in the Finder (basically just click on the desktop), clicking on Go in the top menu and then holding down the Option key on the keyboard to make Library appear in the drop down menu. Select Library and then go to Application Support and delete the StreamVPN folder

 

Once those are deleted, empty the bin, do a restart and you can install new version.

Log in with your email and password on

 

https://www.streamvpn.com/login

 

Click on Install

Select Mac OSX icon to download the software

 

The download will automatically start in your Downloads folder.

 

Drag it into Applications folder.

 

Follow closely the installation guide: https://www.streamvpn.com/guide/mac-os-x-multi-country-installation

 

 

 

 

 

REMOTE ASSISTANCE:

If you like I can connect to your computer via TeamViewer and re-install for you

 

To download TeamViewer QuickSupport please use this link (no need to install, just run the application):

 

Note:

If your Mac has Mojave OSX (10.14) or later: please allow Team Viewer and Team Viewer desktop access:

- System Preferences -> Security and Privacy -> Accessibility

(click the lock, enter the password, and check the box in front of TeamViewer)

- System Preferences -> Security and Privacy -> ScreenRecording

(check the box in front of TeamViewer)

 

 

https://get.teamviewer.com/6ja3ny6

 

Then please send via this email Team Viewer ID and password (marked as YOUR ID and YOUR PASSWORD, on Team Viewer window). They will automatically be assigned to you by Team Viewer, you don't change them or enter new ones

Have more questions? Submit a request

6 Comments

Date Votes
  • 0
    Avatar
    paul anderson

    On my Laptop PC (Windows 7) Myexpatnet is in a constant state of "connecting" but does not actually connect. Icon stays amber. In hotels myexpatnet workf fine, on the oilrig I am currently on it does not work. I have attached at log of the "connecting" window

  • 0
    Avatar
    Milan

    Hi Paul,

    You've basically got a network firewall on the Oil Rig that isn't letting the client on your PC do its initial connection to the UK based servers, hence the constant 'connecting' attempts.

    You'll need to ask who ever is in charge of your internet connection on the Oil Rig to allow connections over port 1194, as that is the network port the VPN client uses.

    When you stay in the hotels they are obviously not blocking this port on their in house networks.

    Hope that helps!

  • 0
    Avatar
    Wayne Bradley

    Ca not get a connection today on any of my devices, what could be the problem thanks

  • 0
    Avatar
    Maria Minardi

    horrible customer service

     

  • 0
    Avatar
    Geraldine Drew

    I agree with Maria Minardi,  still cannot connect as instructed and still  getting absolutely nowhere.  Now you have lost a customer I will be looking for another provider.

  • 0
    Avatar
    linda lewis

    On m’y laptop cannot connect. Every time I try to get VPN details it leaves my computer!

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