FAQ Topics

Q. I have a slow Connection, what can this be ?

If your home connection is normally fast, but over the VPN you have slow connection then you more than likely have too high MTU settings on your computer.
Please follow these steps to change your MTU to a more appropriate setting:

1. Click on "START" (the windows Icon on the bottom left).
2. Type CMD.
3. You will now see Command Prompt.
4. Right click it and select Run as Administrator.
5. A Black windows will Open
6. In that black window type netsh interface ipv4 show subinterfaces
7. write down your connection name which is listed now in Command. It wil most probably be Local Area Conection or Local Area Conection 2 depending on your connection name (or even Wireless Network Connection).
8. Now type this in command, replacing the content with your connection name you retrieved from above: netsh interface ipv4 set subinterface "THE CONNECTION YOU WROTE DOWN" mtu=1458 store=persistent.
9. now connect and all will be fast and happy.

Q. I get an error message when I try and open any of your software!

Not all Computers update properly to the latest .NET or sometimes you have turned it off. Please follow these steps if you receive a system error message when trying to launch any of our programs:

1. Windows vista and Windows7 users, open C:\ProgramData and remove all folders refering to ADTelly.
1.1 XP Users, to to C:\users\All users\Application Data and reove all folders refering to ADTelly
2. Go to Control Panel and then Programs and Features.
3. CLick on Turn Windows Features on and off
4. Find Microsoft .NET framework and tick to enable it.
5. Download and install .NET 4 from here .NET 4 RC
6. Restart your computer.
7. you will be able to fun our programs fine now.

Q. I get an error message saying invalid username.

This can be due to a few of reasons:

1. Quite simply you may be using the wrong username or password, so log into your members area to check you are using the correct one.
2. Make sure that you are using the proper casing, if you used capitals in your username, use them in the VPN.
3. Make sure that noone else is using your VPN connection, if someone else is logged into your account, you will not be able to login while they are.
4. Your Account may have expired, log into your members area and check the status of your account.

Q. WHen i try and connect I get an error message saying that there was no reply from the server

This can be due to firewall settings which are preventing the VPN from communicating with your computer, so please do this:

1. Turn off your firewall and try and connect.
1.1. If you were able to connect you need to open port TCP 1723 and protocol 47 in your firewall, and turn your firewall back on
2. now try and connect.

If you still canot connect then you may be behind a router, so you will have to do the same on your router like this:

1. Log into your router and make sure that you have PPTP Pass-through enabled (it may also just be called VPN Pass-through).
1.1 if you do not have this option, you will need to port forward TCP 1723.
2. now connect and all shoud be fine.

Q. Nothing happens when I click to install the toolbar, why is this ?

You must be using Firefox when you try and install the toolbar, this is because the toolbar is only for Firefox webbrowser.

Q. I cannot activate my toolbar

This is usually because you have disabled JavaScript in Firefox, please enable JavaScript and then you will be able to activate the toolbar.
If you had the toolbar activated before, then the issue will be that you must Reset your toolbar in the members area under "Reset Toolbar".

Q. how can I change my subscription type?

Head over to PayPal and cancel your subscription, then wait untill your current subscription period expires, after that you will receive a warning on your toolbar with a button which says "update subscription" you will then be able to select which subscription you want.

On ADtelly Connect or ADTelly Browser, you simple click on Subscription and update it there (making sure that you have already cancelled your current one).

Q. How do I cancel my subscription?

Head over to PayPal and click on your subscriptions, and press Cancel.
On adtelly Connect or ADTelly Browser, simply click on Cancel Subscription in Settings.