1. Windows:
I'm trying to connect, but the 'G' is stuck on Yellow and it says
'Initializing...' in status for more than a minute?
Answer: If GoTrusted was previously working from this location, the
software may have reverted to Compatibility Mode. Please
click 'Stop' if not stopped, right-click the 'G'
icon
in
the
task tray and select Settings. UNCHECK compatibility mode. Save and retry connecting.
If the software returns to compatibility mode, or if GoTrusted was never able
to connect from your current location, then something may be blocking secure
communications in your area. Please
use
the
form
below
to
request
assistance
from GoTrusted support for this issue, letting us know your OS version and
ISP type.
2. Windows: I'm
in an office and when I connect, the connection completes but
Internet traffic is blocked? - Office Web proxy.
Answer: You most likely have a proxy running in your
office. Right-click the 'G'
icon in the task tray and select Settings, enter the proxy server
IP and port, then click Save.
*Note that authenticated proxies
are currently not supported.
When connected, web browsers other than Internet Explorer may
still use office web proxy directly if they are not set to direct
connection. Either use IE as your browser (GoTrusted will automatically
configure IE when
the
tunnel
is active), or
temporarily disable
any proxy settings in other browsers to
use
the GoTrusted
Secure
Session.
Machintosh: Please use the proxy settings of the VPN client configuration,
more information is in your OS Help.
3. I just signed up
and I see a charge on my credit card for $.05 (5 cents), I thought
the trial was free?
Answer: What you are seeing is not a charge, but just an authorization
to see if the card is valid during sign-up. The authorization will fall off within
a few days and does not result in a charge of 5 cents. The trial is completely
free
and
you can cancel any time during the 7 days without any charges.
4. I'm
using Windows Vista with a Verizon/Sprint/AT&T USB modem/aircard
and GoTrusted says that it can't find an Internet connection?
Answer: You
must set your USB modem/aircard to use 'NDIS Mode.' On Verizon,
from the VZAccess Manager > Tools > Preferances menu. Picture here.
Sprint and AT&T has a similar setting from its Connection
Manager. This is not an issue on Windows XP, and you may use the default
modem
settings
for
that
OS.
5. When
I try to connect, it says that I need 'Administrator Privileges.'
I already have this, so what's wrong?
Answer: If using Windows 2000, see the FAQ below. If you are seeing
this error after a recent install, or re-install, and GoTrusted
was working previously, then right-click the red 'G', go to Settings
and click 'Save' to
re-establish
your
configuration. Then try connecting again. One last thing is that
certain AV/custom desktop firewalls (not Windows Firewall) may
interfere with GoTrusted installation, temporarily disable AV and
try re-installing from
the download link on our
homepage.
Otherwise,
use the form below to request help from support for this issue.
Make
sure
to
note
your
GoTrusted
version
in the support
request
(right-click the red 'G', select 'About' to find the version).
6. How do I know that the encryption
is working and that my traffic is being hidden?
Answer: Browsing to sites like www.whatismyip.com
when disconnected will show your real IP address. After you connect
your GoTrusted Secure Session, you'll see the IP address change
when re-browsing to those sites. This is your Secure Session
IP and
indicates that
traffic from your real IP address is being encrypted and hidden.
7. I'm using Windows 2000 and
I get an error when trying to connect?
Answer: Win2K requires a different version.
First, Exit the current GoTrusted. Go to Control panel and uninstall
it. Then go to the Program Files folder and Manually delete the
GoTrusted.com folder.
Then install version 1144 from: HERE
8. Why can't I send email through
my GoTrusted secure session but I can receive fine when using
email clients such as Windows Mail or Outlook Express?
Answer: When using GoTrusted's secure session,
you are effectively coming from a distant location outside your
ISP when
using email. Most ISPs require specific settings when sending email
from outside their network. You would encounter the same issue if
using your laptop when traveling. Please make sure to set SMTP
authentication
or other settings required by your ISP for traveling users (see your
ISP support page for 'traveling user' email settings specific to
your ISP). If all else fails you may always use your ISP's web
mail facility
to access your email through a standard web browser.
9. I'm having trouble signing
up, my account doesn't seem to be created?
Answer: You must have cookies enabled in your browser.
Add GoTrusted's site to your trusted 'Override' web site list to accept
cookies (Tools>Internet Options>Privacy in IE6/7).
10. I signed up but my system
doesn't meet the service requirements. I'd like to cancel. Will
I be
charged?
Answer: You should cancel immediately using the support
form below (choose 'Cancel Service'). Your card will not be charged.
11. Does GoTrusted monitor
any of my activities through the secure session?
Answer: No. With the exception for general network
performance monitoring, GoTrusted does not monitor individual
session traffic.
12. I'm
using Apple Macintosh, what are the settings for use with GoTrusted?
Answer: GoTrusted's service
settings for Macintosh® can be found here.
13. My email address changed,
how do I update my username?
Answer: Since your account information is tied to your
email (username), please use the form below to request a new email/username
for your account. Include the last four digits of the credit card or
company account code used to open the account in your request.
14. How do I cancel the service?
Answer: You can use the form below. Select 'Cancel
Service' for the topic. Make sure to include your username, and
enter
the last four digits of the credit card (if not using PayPal) or company
account code into the message area.
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