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Troubleshooting Streaming Access Issues While On VPN

This guide is intended to address access issues related to streaming while using the VPN. Sometimes, you might encounter the following error message when streaming while connected to the VPN:

  • Whoops, something went wrong…
  • Proxy Detected
  • You seem to be using an unblocker or proxy
  • Service area restriction

General troubleshooting steps

Note: Proceed to the next step only if the previous one does not resolve the problem.

Try other server locations

Test out other server locations based on the type of content you want to access:

Accessible worldwide Accessible to specific regions only (geo-blocked)
Connect to at least 3 server locations from the app recommendations. Ensure that you are connected to a server location where the content is available. Connect to at least 3 server locations if there’s more than one for that location.

 

  1. Click > next to the location section below the power button.
  2. Inside the search bar, type “streaming optimized” or the country where the streaming service is available.
  3. Click your desired server location.

Change protocol

Cycle through all the available protocols on the app to check which protocol makes the content accessible.

  1. Ensure you are disconnected from the VPN (stop any attempt to connect).
  2. On the VPN app, go to Settings > Protocols.
  3. Select a protocol you haven’t yet tried.

Use incognito mode or clear the streaming application cache

This step ensures that the streaming app or the browser is not loading cached information. Recall if the customer is accessing the streaming service via an app/browser.

  • Via Browser: Access the streaming service through a private window/incognito window.
  • Via App: Clear the cache of the streaming application via system settings. If problems persist, access the service using a browser instead.

Enable multi-hop and obfuscation

Note:

  • Multi-hop and obfuscation may slightly reduce speed due to added encryption and routing layers.
  • Not all servers support multi-hop and obfuscation — you may need to try specific ones.
  • It is mainly recommended if you’re experiencing blocks or restrictions.

Enable the obfuscation via the Shadowsocks or SOCKS5 proxy to improve masking of the customer’s physical location:

  1. Go to Settings > Multi-Hop.
  2. Tick the checkbox for Multi-hop and Obfuscation.
  3. Select Shadowsocks or SOCKS5*.

*Only the Netherlands server location is available for SOCKS5. To connect to the server with SOCKS5, do the following:

  1. Click the Spotlight icon (magnifying glass) in the top-right corner of your screen and type "Terminal", then press Enter to open the app. Alternatively, go to Applications > Utilities and open the Terminal app.
  2. In the Terminal window, type ping followed by a space, and then the domain name proxy-nl.privateinternetaccess.com
  3. Copy the IP address that will appear on the line after the ping command.
  4. Paste the IP address and then use port 1080 to connect.
  1. Select your desired server location.

Intego Privacy Protection Support

Knowledge Base and Support

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If you still have questions about using your Intego Privacy Protection software and cannot find the answer in this User Guide, please check our Knowledge Base for answers to the most common questions:

Knowledge Base

You can also contact our Support Team directly for assistance by completing a support ticket online here:

Contact Support

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