Anonymizer® Anonymous Surfing™ v6.2 - Troubleshooting

You can find more detailed information here

As Anonymizer provides Internet Security software for Windows platforms, it is critical for your computer’s security, as well as proper functioning of Anonymous Surfing, to install all Microsoft updates. Microsoft releases security patches and updates that enhance overall computer security, and the Anonymizer software releases updates to ensure our software also supports the latest Microsoft updates.

XP users:

1. Open your Internet Explorer browser and go to http://windowsupdate.microsoft.com/.
   
   
2. On this page, you will see Express and Custom. Please click on the Custom button.
   
   ***If you receive the message that Microsoft has released XP Service Pack 3, it is not necessary to install this update for proper functioning of the Anonymizer software. If you do not wish to update to Service Pack 3, please select Look for other updates.
   
   
3. Once the Update Web site completes the scan for updates available, please download ALL the updates you see on the left. You will see the number of updates available for each Type of Windows Update. Download all the Updates so this number says 0 (zero). This does not apply only to High Priority. It is the Software updates listed as Optional that need to display zero along with the High Priority.
   
   
4. After you’ve completed ALL the Windows Updates, restart the computer and start over at Step 1. Ensure the updates have been completely installed. *The number on the left should still be at 0 (zero).* If there are more updates, please repeat this process until there are no longer any updates to download. You will only receive an additional update that has been released once the original update has been downloaded and installed.

Vista users:

1. Please go to Control Panel and Windows Updates.
   
   
2. Click on Check for updates.
   
   
3. Please install all available updates, including optional updates. This may require multiple restarts of your computer.
   
   
4. Restart the computer after the updates have completed and again check for updates. Microsoft will only detect an additional update once the original update has been installed.

If you receive the error that Anonymizer cannot authenticate with our privacy network, please begin by restarting the Anonymizer software. This can indicate that your Internet connection timed out at some point. This is accomplished by right clicking on the Anonymizer icon next to the clock and selecting exit. Then restart the software by clicking on the Anonymizer icon. If you continue to receive this message follow the steps below.

If you receive the following errors, please follow the steps below. This indicates that something on your computer is blocking the ability of our software to connect to our servers.

The "Everyone else sees" IP address matches my "Real IP address".

Cannot connect to servers.

Cannot find an active Internet connection.

When trying to activate the software you enter the key but it does not proceed to prompt for the username and password.

IP address is 255.255.255 (Windows XP users see below.)

Cannot start local proxy. (Windows XP users see below.)

Unable to log in to pmproxy. (Windows XP users see below.)

Please right click on the Anonymizer icon in the lower right hand corner and left click on exit.

Follow the steps above to perform your Windows Updates. This step is critical.

Follow these steps to ensure the browsers are properly configured.

1. Open your Control Panel, go to Internet Options, Connections and within the settings for your connection, DSL, Dial–Up, or LAN, make sure all the option boxes are unchecked.
   
   
2. In Firefox and Netscape go to Tools, Options, Network, Settings, and make sure that Direct Connection to the Internet is the only box checked.

Follow these steps to ensure the firewalls are properly configured.

Please click the link and follow the steps for either the Windows XP Firewall or Windows Vista Firewall you have installed on your system.

*If you do not see your Firewall configuration on the Web site, please ensure Anonymizer.exe and AnonProxy.exe are granted full access. For further support, please contact Support with the brand and version of your firewall for the proper configuration.

Note: Even if your Firewall is OFF, some programs within the Firewall will still run and block access unless authorized by you to allow access.

Do you have Zone Alarm Identity Protection?
Please add the url: https://services.anonymizer.com/anx_handler.cgi?action=authentication to the Identity Protection, if installed.

Do you have the Google Toolbar installed?
To see if you have this installed, open Internet Explorer and click on Tools and Manage Add-ons.

If you see Google Toolbar, please disable and then uninstall through Add/ Remove Programs or Uninstall a Program.

Do you have a dial–up accelerator?
Please exit or uninstall the accelerator.

Do you use the AOL browser?
This browser does not support proxies and you will need to use an alternate browser to use our product.

Do you use Zone Alarm ForceField?
This program does not support proxies and you will need to exit Zone Alarm ForceField in order to use Anonymous Surfing.

If you receive the following errors, please follow the steps below.

Cannot start local proxy.

Unable to log in to pmproxy.

IP address is 255.255.255

This error indicates that you are either missing the Microsoft C++ 2005 Redistributable, or the copy you have installed is incomplete or corrupted.

1. Right click on the icon in the lower right hand corner and left click exit. Click OK.
   
   
2. Left click on the windows icon in the lower left hand corner and click Control Panel.
   
   
3. Click on Add/ Remove Programs.
   
   
4. Select Remove next to Microsoft C++ 2005 Redistributable (if present).
   
   
5. Click here to install the Microsoft C++ 2005 Redistributable. Please be sure to open this link in Internet Explorer.
   
   
   
6. Follow the steps given above to run your Windows Updates. This is critical; as you may still be lacking updates required for proper function.
   
   
7. Restart your computer.
   
   
8. After you have completed all these steps, please restart the Anonymizer software.
   
   
9. If you continue to receive an error, follow the steps above for IP not changing.

First you will delete the certificates. This needs to be done in all browsers. Then you will delete the current certificates Anonymous Surfing has issued. It is critical that the program is not running through this entire procedure.

A. Certificates

First, completely exit the Anonymous Surfing software by right clicking on the icon in your system tray and choosing exit, then confirming.

Firefox:

1. Open Firefox
   
   
2. Click on Tools -> Options -> Advanced -> Encryption -> View Certificates
   
   
3. Under both the Web sites and the Authorities tabs remove any entries under Anonymizer CA.

Internet Explorer:

1. Open Internet Explorer
   
   
2. Click on Tools-> Internet Options-> Content-> Certificates, and remove the Anonymizer CA entries under all tabs.

B. Delete all entries within the Anonymizer SSL folder.

Follow the steps below corresponding to your Operating System. The steps are different for Windows XP and Vista.

Windows XP:

1. Click on Start-> My Computer-> Local Disk C-> Documents and Settings
   
   At the top of the window click on Tools-> Folder Options-> View
   • Under Hidden files and folders
     
     
   • Select Show hidden files and folders
     
     
   • Click OK
     
     
2. In Documents and Settings open All Users
   
   
3. Open Application Data-> Anonymizer-> Anonymizer Software-> AnonProxy-> SSL
   
   
4. Within the SSL folder, go to Edit and Select All or Ctrl+A
   
   
5. Right click the highlighted files and select Delete or click on File and select Delete
   
   
6. Restart the computer

Windows Vista:

1. Click on the Windows Icon
   
   
2. In the Start Search box, located directly underneath All Programs, enter the following:

   %ProgramData%\Anonymizer\Anonymizer Software\AnonProxy\SSL\

3. Within the SSL folder go to Edit and Select All or Ctrl+A
   
   
4. Right click the highlighted files and select Delete or click on File and select Delete
   
   
5. Restart the computer