GoTrusted - Internet Security for People on the Go
Internet Security for People on the Go™
VPN Account Customer Support - VPN Service
GoTrusted Service & Technical Support
> MAC OSX 10.8 MOUNTAIN LION: Please install this version with 10.8 support: Download - OSX 10.8 "GateKeeper" has a bug that can display an error indicating a corrupt file, set GateKeeper in System Preferences as per this picture, reboot and retry installing. This is a known OSX 10.8 bug, GoTrusted is an identified developer with a proper signature on the application, you may revert the setting after installing.
>CHINA USERS - Nov 6th, 2012: If getting an 'Error Contacting Server' when connecting...
Windows & Mac Users: Please upgrade to the latest software to solve this issue - download here.
If still receiving a connection error, please contact us using the form below for additional troubleshooting steps.
> DISCONNECTS/SLOW PERFORMANCE?: Go to GoTrusted Settings (right-click the red 'G' in the icon tray, select Settings), -reverse- the Compatibility Mode option, Save and reconnect. If that fails to fix the issue, please use the support form below for assistance, indicating your country of origin.
> Windows 8 Connection Fix: If using Windows 8 and the software stays in 'Connecting...' mode for a long time then fails, please see this Permissions Fix.
> If you are experiencing any issues on TV/video web sites playing content through the GoTrusted session, please
contact support
using
the form below for possible troubleshooting steps.
Updating to the latest version of the software will fix most issues. To do this, please QUIT the current version and click on 'Existing Users' on top of our website to access the latest software and mobile device settings. Please review our Frequently
Asked Questions before contacting support. If you can't find an answer
here, use the email
form
below to let us know how we can help you.
Frequently Asked Questions
1. I'm trying to connect, but the 'G' is stuck on Yellow and it says
'Initializing...' in status for more than two minutes?
Answer: If GoTrusted was previously working from this location, the VPN service software may have reverted to Compatibility Mode. Please
click 'Stop' if not stopped, right-click the 'G'
icon in the icon tray and select Settings. UNCHECK compatibility mode. Save and retry connecting. If that fails to fix the issue, Exit the current version (right-click the red 'G', select Exit), uninstall GoTrusted from Control Panels on Windows (Mac can skip this), then install the latest version from the Download link HERE.
If the software still fails to connect, or if GoTrusted was never able
to connect from your current location, then something may be blocking secure
communications on your computer (such as an antivirus). Please use the form below to request assistance from GoTrusted support for this issue, letting us know your OS version, antivirus version, and location.
2. I have a new/other computer, how do I download and install and use GoTrusted on the new/other system?
Answer: You may install and use GoTrusted on as may computers as you like, the only limitation is one session connected at a time per account. Just click on the -Existing Users- link at the top of our website to access the Download page.
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 VPN service 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 > Preferences 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: This error is usually caused because antivirus interfered with the GoTrusted installation. To troubleshoot this, temporarily uninstall your antivirus (don't just disable it), then re-install GoTrusted (download from the 'Existing Users' link on top of our website), then reboot and connect GoTrusted. It should connect normally. Then re-install your antivirus. If you still experience the error or if antivirus wasn't the cause, use the form below to request help from support for this issue. Please note your GoTrusted version and computer OS 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 VPN service 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 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.
10. I forgot my login password, how do I retrieve it?
Answer: Just click on the 'Existing Users' link on the top of our website. There's a 'Forgot Password' feature there.
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. My email address changed,
how do I update my account Email Login?
Answer: Since your VPN service account information is tied to your Email Login created during registration, please use the form below to request a new Email Login for your account. Include the last four digits of the credit card or
company account code used to open the account in your request.
13. How do I cancel the service?
Answer: You can use the form below. Select 'Cancel
Service' for the topic. Make sure to include your account Email Login, 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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