Troubleshooting
From MetroPipe WIKI
Troubleshooting Tunneler Issues
For protected browsing, the Tunneler must be able to connect to the MetroPipe proxies, and you must configure your application to use the Tunneler instead of a direct connection. If IPSpy tells you that you are Unprotected, or you receive error messages from the Tunneler or you web browser, then either the Tunneler isn't able to connect to the proxy servers, or the web browser isn't configured properly.
The Troubleshooting table below should help you locate and fix the source of any errors or protected browsing failures that you have. If after troubleshooting your Tunneler connection and/or browser configuration you are unable to browse the web, please review the Customer Support options available to you.
The Tunneler keeps trying to connect without success.
Make sure that you have an Internet connection. If you have an Internet connection, and the Tunneler still cannot connect, temporarily turn off any firewall software. Then see if the Tunneler can connect. If it is now able to connect, then your firewall software is blocking the Tunneler from connecting the proxy servers. Turn your firewall back on, then please review the Firewalls and the Tunneler section of this manual to learn how to properly configure your firewall so that the Tunneler can create a Tunnel.
The Tunneler's proxy auto configuration feature does not seem to be working.
The proxy auto configuration feature only works with standard Internet Explorer and Firefox browsers that are installed in their default location. Many IE extensions, anti-virus programs, and some trojans modify IE in ways that prevent it's proxy setting from being modified. If the Tunneler isn't able to auto configure your IE proxy settings, please consider downloading and installing the Firefox browser. Or, you can try to manually configure your IE proxy setting by following the procedures on the Configuring and Using Internet Explorer page - but many of these same extensions also prevent manual proxy configuration as well.
The Tunneler says there is a problem with my account.
Your account may have expired, or we may have had a billing problem. Please contact Customer Support, or send an email to orders@metropipe.net to quickly resolve the problem and get you back up and running. Browser Problems
My web browser cannot find or load any pages, or displays the error "Proxy host refused connection".
Make sure that your Tunneler is launched and is connected (it should display "Status: CONNECTED" in the console window). If your Tunneler is connected, and you still cannot connect to the Net with your web browser, go to the Options item in the Tunneler's Tools menu and activate auto proxy configuration for your browser (if you are not using Internet Explorer or Firefox, follw the instructions in Other Browsers configuration section). Then stop and restart both the Tunneler and your web browser. Check again to see if you can now connect to the Net. If you still cannot connect, then follow Manual Proxy setup instructions for your browser, located in the Web Configuration part of this manual.
Web browsing seems very slow through the Tunneler.
First, close the Tunneler and restart your browser (if you have manually configured your proxy settings, return them to a direct Internet connection). Then browse the same pages with your direct Internet connection to verify that it is the Tunneler causing the slowdown. Sometimes the Net can be temporarily slow for reasons that have nothing to do with the Tunneler. If you your direct connection is noticeably faster than the Tunneler connection, then the Tunneler may indeed be causing your browsing to be slower. Since the Tunneler incurs only a very slight overhead, it is not the Tunneler's encryption process that causes the slowdown, but rather the path that the Tunnel takes as it makes its way to our proxies and then to your desired web pages. This could be for a variey of reasons. Please contact our Customer Support department, preferably LiveSupport, and we will walk you through test procedures to determine where the slowdown is occuring.
When using the Tunneler, my browser cannot access my local wireless router, or other computers or devices on my LAN
Your browser is most likely set to send all internet traffic through the proxy. If you need to access machines or devices on your local network, you must tell your browser to bypass the proxy for certain hostnames or IP addresses.
See: Proxy Bypass Configuration *please edit with screenshots*
