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Troubleshooting Common Atra VPN App Issues

  1. Installation Issues

      Problem

    • 1: Windows Protection Screen

      (

      Symptom: Blue Screenscreen: Warning):"Windows protected your PC"

      Solution:

      1. Click "More Infoinfo" →link

      2. Click "Run Anywayanyway" button

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

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

      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

    1. 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
        3. forgotten.

      3. If found, right-click → End Task

      4. Try launching again

      Run as Administrator:

      1. Right-click desktop icon

      2. Select "Run as administrator"

      3. Click "Yes" on UAC prompt

      Reinstall:

      1. Uninstall via Control Panel → Programs and Features

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

      3. Download fresh installer from Atra RMS

      4. Reinstall following steps above

      Login Issues

      Problem 3: Invalid Credentials Error

      Symptom: "Invalid email or password" message

      Solutions:

      Verify Credentials:

      1. Confirm email is correct (check for typos)

      2. Verify password is correct

      3. Check Caps Lock is OFF

      4. Try copying/pasting password from secure location

      Reset Password:

      1. Go to Atra RMS web platform

      2. Use "Forgot Password?" link

      3. Reset password

      4. Use new password in VPN client

      Check Account Status:

      1. Verify account setup was completed

      2. Confirm account hasn't been disabled

      3. Contact administrator if needed

      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:

      1. Log out if currently logged in

      2. Close application completely

      3. Reopen application

      4. Log in manually

      5. Auto-login should work on next launch

      VPN Connection Issues

      Problem 5: Cannot Connect to Tunnel

      embedded-image-zbauQHKQ.png

      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")

      3. If Exited: Contact administrator to start tunnel

      4. 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.

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

    • ConnectionIf dropsconnected frequently:elsewhere, disconnect first

      1. Check your internet connection.

    • DeviceThen nottry showingconnecting to desired tunnel

      • Check Internet Connection:

      1. Verify your computer has active internet

      2. Try opening website in sidebar:browser

      3. Check Wi-Fi/Ethernet connection

      4. Restart router if necessary

      Contact Administrator:

      1. Verify you're added to the tunnel

      2. Confirm you haven't been removed

      3. Check tunnel hasn't been deleted

      Problem 6: Connection Drops Frequently

      embedded-image-yE4SwXc6.png

      Symptom: Connection established but drops after few minutes

      Solutions:

      Check Internet Stability:

      1. Test internet connection quality

      2. Run speed test (speedtest.net)

      3. Check for packet loss (ping test)

      4. Switch to wired connection if using Wi-Fi

      Check Firewall/Antivirus:

      1. Temporarily disable firewall

      2. Test VPN connection

      3. If works, add VPN client to firewall whitelist

      4. Re-enable firewall

      Router Configuration:

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

        the
        2. Atra-RMS
      2. portal.

        Check router isn't blocking VPN traffic

      3. Update router firmware if outdated

      Network

  • General Issues

    • App stuck or frozen:Congestion:

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

      • Contact Atreyo Support with logs and error details.

  • Internet Connectivity Issues

    obraz.png

    obraz.png

    App not working without internet:

    1. TheClose bandwidth-heavy applications

    2. Pause downloads/uploads

    3. Disconnect other devices from network temporarily

    4. Test connection during low-usage period

    Problem 7: Device Not Showing in Sidebar

    Symptom: Open Details sidebar but expected device missing

    Solutions:

    Verify Device Added:

    1. Check Atra VPNRMS Clientweb requiresinterface

      an
      2. active
    2. internet connection

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

    3. Check Devices tab

    4. Confirm device is in the list

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

    Refresh Application:

    1. Click Refresh icon (top of VPN client)

    2. Wait for data to update

    3. Check Details sidebar again

    General Issues

    Problem 8: App Stuck or Frozen

    Symptom: Application unresponsive, cannot click anything

    Solutions:

    Force Close:

    1. Press Ctrl+Alt+Delete

    2. Select Task Manager

    3. Find "AtraVPNClient.exe"

    4. Right-click → End Task

    5. Relaunch application

    System Restart:

    1. Close all applications

    2. Restart computer

    3. Launch VPN client after restart


    Problem 9: Still Not Resolved

    Contact Atreyo Support:

    Email: support@atreyo.io

    Information to Include:

    1. Your name and email

    2. Organization name

    3. App version number (from top-left of dashboard)

    4. Operating System (Windows 10/11, build number)

    5. Detailed description of issue

    6. Steps to reproduce the problem

    7. Screenshots of error messages

    8. Log files (if accessible)

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