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GoTrusted Secure Tunnel Sevice Support

> NOTE: GoTrusted is currently testing a Europe-based service (EU Server). This may improve performance for users outside of North & South America. If you wish to try it, please use the support form below to request access.

> Mac Users: Macintosh users may experience browsing or performance issues on certain Internet connection types (GoTrusted may connect, but browsing may be blocked). Please see your OS Help on reducing MTU (Maximum Transmission Unit) to 1425-1450 in your Network Settings to clear up this issue.

> If you are experiencing any issues on video web sites not operating properly or blocked through the GoTrusted session, please contact support using the form below for possible troubleshooting steps.


> Windows 7 Users - Please re-install GoTrusted from the Download link HERE if you have upgraded your OS as the upgrade procedure is known to corrupt networking security software installs such as GoTrusted.


Please review our Frequently Asked Questions before contacting support. If you can't find an answer there, use the email form below to let us know how we can help you.

Frequently Asked Questions

  1. 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?
  2. I'm using Windows 2000 and I get an error when trying to connect?

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.


Contact Us

Existing Customers, please enter your account email (Username):

Reply email, if different from above or if you do not have an account:


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Note: For Performance or Connection issues, please also indicate...
• Your OS
• Where you are connecting from
• Your Internet connection type
• GoTrusted Secure Tunnel version (right-click the red 'G', select About), along with the exact text of any error messages received.

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