Firetrust Support Forums

Hi

I just purchased my lifetime license for hideaway VPN downloaded the software installed it put my license key in it is registered, but it doesn't seem to work, I'm from the UK connecting to USA Los Angeles. and when I test to see if it is working, it shows all my correct information rather than showing a different IP address and that I'm in USA Los Angeles, so far not impressed.

Any help would be appreciated, please.


Thanks
ah786

Hi

Can you let me know what antivirus program you're using?

Also, what Windows version are you using?

Can you uninstall HideAway, restart your computer, and then re-install it again. It sounds as though the driver for it might not have installed correctly.

If it still persists, can you go to Start, type run, then press Enter. Type %APPDATA%\HideAway and press Enter. This will open a folder. Send me a private message/pm with the log.log file.

Thanks
Nick

Hi Nick

Thanks for your reply, I am using ESET nod32 and running windows 10 with the latest updates.


I've uninstalled restarted the computer and reinstalled it again, that seems to have done the trick, I'm wondering will I need to do this each time your software updates?


Thanks
ah786

Hi, good to hear it's working correctly now.

We've had some issues with Nod32 blocking the driver installation of HideAway, so it's good it's now working for you. You won't need to do this each time there's an update because we seldom update the driver, just the other stuff which makes it work.

Hi Nick

It's not working again the same issue as before, I've been running my tests, and again it's showing the correct info even though I'm running hideaway VPN.

can you please help me fix this issue?

I've used several VPNs never had this issue before, they all work straight away.

It will be Nod32 blocking it. Can you check in Nod32 if it's been quarantined or if it's blocked it?

I've checked the quarantined list couldn't see anything to do with hideaway VPN, I don't know how to check the block list.


I disabled my nod32 antivirus and tried hideaway VPN but it still didn't work, are you sure its nod32 that causing the problem?



thanks for all your help nick much appreciated.

I installed Nod32 and HideAway on a test PC, and it looks like that issue is no longer there.

Are you using Malware Bytes at all?

Can you go to Start, type run, then press Enter. Type %APPDATA%\HideAway and press Enter. This will open a folder. Can you upload the log.log file here so we can see if there's anything wrong with it.

I was just about to say do you think it's Malware Bytes that's causing the issue lol. Yes, I do use Malware Bytes, it works fine when I disable Malware Bytes, but when it's running it works sometimes most of the time it doesn't.


would you still like the log file?

Aha, ok. Yes it's an issue with their web protection component. They're using an out of date driver, so it causes a conflict. They thought they had fixed it but its still happening to a few people and I've since reported it to them. All the need to do is update their driver, but for now you can just disable the web protection component (which seems to slow things down anyway).

I've disabled web protection still didn't work so I completely disabled malware bytes and it's still not working. It's still not working efficiently for me. I don't know what's wrong with it, would you like my log file? Hopefully, you can get to the bottom of this problem as I really like hideaway VPN, it is the fastest VPN out there but so far its been a let down for me.

Can you try this. Uninstall HideAway VPN, then MalwareBytes, then restart your PC. Install HideAway, restart your PC, then install MalwareBytes. Hopefully that fixes it because it can be due to how each is layered when they're installed.

I've uninstalled Malwarebytes, let me try it for a few days to make sure it works flawlessly. will let you know if that's fixed my issues.

Sounds good, thanks!