Troubleshooting Common Atra VPN App Issues

Installation Issues

Problem

1: Windows Protection Screen (

Symptom: Blue Screenscreen: Warning):

"Windows protected your PC"

Solution:

1. Click "More Infoinfo" →link

Click "Run Anywayanyway" button

Click "Yes" on UAC prompt (grant administrator permission)

Why: Standard Windows security for BETA apps. Safe to proceed.

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Problem 2: App Not Launching After Install

Symptoms:

Double-click desktop icon, nothing happens

GrantNo Administratorapplication Permissionwindow when prompted.appears

App not

No launching:error

Ensure you have downloaded the latest installer from the  Atra-RMS dashboard → VPN section → top-right Download option. message

Solutions:

Check

LoginTask Issues

Invalid Credentials:Manager:

1. MakePress sureCtrl+Shift+Esc you(open areTask using the same login credentials as Atra-RMS.Manager)

2. Reset your

   Look passwordfor on"AtraVPNClient.exe" thein Atra-RMSProcesses portaltab

   if

forgotten.

If found, right-click → End Task

Try launching again

Run as Administrator:

Right-click desktop icon

Select "Run as administrator"

Click "Yes" on UAC prompt

Reinstall:

Uninstall via Control Panel → Programs and Features

Delete remaining files from C:\Program Files\Atra VPN Client

Download fresh installer from Atra RMS

Reinstall following steps above

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Login Issues

Problem 3: Invalid Credentials Error

Symptom: "Invalid email or password" message

Solutions:

Verify Credentials:

Confirm email is correct (check for typos)

Verify password is correct

Check Caps Lock is OFF

Try copying/pasting password from secure location

Reset Password:

Go to Atra RMS web platform

Use "Forgot Password?" link

Reset password

Use new password in VPN client

Check Account Status:

Verify account setup was completed

Confirm account hasn't been disabled

Contact administrator if needed

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Problem 4: Auto-Login notNot working:Working

Symptom: App asks for login every time despite successful previous login

Solutions:

Manual Logout Clears Auto-Login:

If you clicked Logout last time, auto-login disabled

Simply log in once to re-enable

Clear and Re-Login:

Log out if currently logged in

Close application completely

Reopen application

Log in manually

Auto-login should work on next launch

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VPN Connection Issues

Problem 5: Cannot Connect to Tunnel

Symptom: Click "Connect" but connection fails

Solutions:

Verify Tunnel State:

1. Check ifProcess youStatus have= logged out manually"Running" (thisnot clears auto-login)."Exited")

2. Re-login once

   Check Tunnel Status = "Enabled" (not "Disabled")

If Exited: Contact administrator to start tunnel

If Disabled: Contact administrator to enable auto-logintunnel

again.

Check

Current

VPN Connection Issues

Unable to connect to a tunnel:Connection:

1. Verify thatyou're thenot already connected to another tunnel is enabled and running.

Only one tunnel can be active at a time—disconnect from others first.

ConnectionIf dropsconnected frequently:elsewhere, disconnect first

Check your internet connection.

DeviceThen nottry showingconnecting to desired tunnel

Check Internet Connection:

Verify your computer has active internet

Try opening website in sidebar:browser

Check Wi-Fi/Ethernet connection

Restart router if necessary

Contact Administrator:

Verify you're added to the tunnel

Confirm you haven't been removed

Check tunnel hasn't been deleted

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Problem 6: Connection Drops Frequently

Symptom: Connection established but drops after few minutes

Solutions:

Check Internet Stability:

Test internet connection quality

Run speed test (speedtest.net)

Check for packet loss (ping test)

Switch to wired connection if using Wi-Fi

Check Firewall/Antivirus:

Temporarily disable firewall

Test VPN connection

If works, add VPN client to firewall whitelist

Re-enable firewall

Router Configuration:

1. Ensure theUDP deviceport 1194 is properlyopen configured(OpenVPN indefault)

   the

Atra-RMS portal.

Check router isn't blocking VPN traffic

Update router firmware if outdated

Network

General Issues

App stuck or frozen:Congestion:

Close the application and relaunch. If the issue persists, restart your system. Still not resolved?

Contact Atreyo Support with logs and error details.

Internet Connectivity Issues

App not working without internet:

1. TheClose bandwidth-heavy applications

Pause downloads/uploads

Disconnect other devices from network temporarily

Test connection during low-usage period

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Problem 7: Device Not Showing in Sidebar

Symptom: Open Details sidebar but expected device missing

Solutions:

Verify Device Added:

Check Atra VPNRMS Clientweb requiresinterface

an active internet connection

Navigate to authenticatetunnel yourOverview account and establish a VPN tunnel.page

Check Devices tab

Confirm device is in the list

If yourmissing, connectionadministrator ismust unstable,add switch to a reliable network for better VPN performance.it

Refresh Application:

Click Refresh icon (top of VPN client)

Wait for data to update

Check Details sidebar again

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General Issues

Problem 8: App Stuck or Frozen

Symptom: Application unresponsive, cannot click anything

Solutions:

Force Close:

Press Ctrl+Alt+Delete

Select Task Manager

Find "AtraVPNClient.exe"

Right-click → End Task

Relaunch application

System Restart:

Close all applications

Restart computer

Launch VPN client after restart

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Problem 9: Still Not Resolved

Contact Atreyo Support:

Email: support@atreyo.io

Information to Include:

Your name and email

Organization name

App version number (from top-left of dashboard)

Operating System (Windows 10/11, build number)

Detailed description of issue

Steps to reproduce the problem

Screenshots of error messages

Log files (if accessible)

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