How do I install Relakks on my device?
Please download the guide for your operating system and follow the instructions.
Which protocols are supported to connect to RELAKKS?
We support PPTP as VPN protocols. OpenVPN is in the pipeline and will be announced once it is made available.
Does my network throughput go down when using the VPN?
The short answer is yes.
The long answer is that this depends on a number factors, e.g. your distance to our servers (latency) or the type of ISP you are using. Do not expect to receive the full speed that you get from your ISP, since VPN protocols always introduce a certain overhead. We do not have shape or cap bandwidth, nor do we offer premium accounts to get higher speeds. All users are treated equally in our system.
Do you provide trial accounts and how do I request one?
Yes, we provide trial accounts. You need to sign up and create a user name and a password. Then, contact us and we will add 5 days to your account.
Does Relakks have an affiliate or reseller program?
Yes we do. send us an email on firstname.lastname@example.org
Do you support IPv6?
Once we have OpenVPN as a protocol, IPv6 will be supported.
Do you offer static IPs?
When will you support SSTP and L2TP/IPSEC?
Relakks does not approve of these protocols so it will not be supported any time soon.
Do you hand over payment information to requesting authorities?
No. There is no account data in the database other than the transaction ID used by the payment processors. We receive emails from payment processors which are stored on a separate system inside an encrypted partition. These need to be kept for a bit over 6 months to deal with user issues, e.g. complaints and questions. Otherwise servicing user requests would be impossible.
What information does the user database contain?
The user database only contains the information you entered during the sign-up process. This is your user name, password and your email address.
What kind of logging do you do to keep your service running?
We need to keep connection logs for debugging purposes, which happens encrypted and off-site. Connection logs contain information for debugging VPN client issues, e.g. connection drops, firewall issues. They also show if you are trying to log in with a wrong password.
There are no traffic logs, meaning we do not look at your traffic.
Where to send abuse complaints?
If you want to send in an abuse complaint write to email?
Which criteria need to be met to terminate an account?
We terminate accounts that violate certain rules, such as spreading of child porn.
If users wish their accounts to be terminated, we will do so provided they supply us their correct information (meaning, they can prove it is their account)
What happens to user data when your machines get raided?
We are not breaking the law by running Relakks and as we operate within the boundaries of the Swedish legal system.
If the police still decides to raid us for whatever reason your data is safe as in encrypted.
Can I use my Relakks account on more than one device?
If you want to enable the access to the Internet via VPN in your household for more than two machines at the same time consider to buy a router that supports connection sharing.
You can, of course, use your account on multiple devices, just not simultaneously.
I'm sure my password is right but I still cannot log in!
Be careful when choosing your password. Some PPTP implementations have problems with special characters and are not able to process passwords of arbitrary lengths. There are some basic rules to follow:
If you are running Windows 8 and are trying to connect via PPTP, also have a look at this FAQ entry.
Our web site is able to process passwords exceeding a length of 12 characters and is less restrictive concerning special characters. Just because the web site takes a password, this does not automatically mean that it also can be used for establishing a PPTP connection!
I cannot reset the password for my account, what do I do?
There can be multiple issues why you do not receive the password reset mail. For example your email provider could block us for whatever reason. Also, check your junk folder. Another case is that you registered two accounts to the same email address. If that happens our system does not know what to do without leaking all of your accounts by asking you. Please write an email to email@example.com and ask our staff to look into it.
What do I need to do to get my account deleted?
Write an email to firstname.lastname@example.org and request an account deletion. If you don't do that and your account is inactive for more than 3 months it will be deleted automatically.
I need an invoice for my company can you send one?
We do not send invoices.
Can you remind me if my service runs out?
This feature is not available yet.
What do I need to do if my router blocks PPTP access to RELAKKS?
Start by checking the manual or support forums if the router supports PPTP pass-through. If it has a built-in firewall make sure that port 1723 TCP is allowed to connect to the Internet. More importantly verify that IP protocol 47 aka GRE is allowed as well.
If your router does not support PPTP pass-through, you need to forward ports and protocols manually to the local machine establishing the PPTP connection. To make things easier, you should first configure your local machine to always use the same local IP address. Then forward port 1723 TCP and IP protocol 47 to this machine's local IP address. Not all routers support forwarding all kinds of IP protocols.
My connections drops erratically, is there something I can do?
First, try disabling stateful encryption for your PPTP connection. If the connection works, you are fine.
Do I get a new IP address upon connecting to the VPN every time?
The short answer is yes.
The long answer is that this first depends on how fast and on which server you reconnect. If you are reconnecting both fast enough and to the same server again, the chances of getting the same IP address again are quite good.
Is there a VPN connection timeout?
Yes. If you do not use the VPN for 10 minutes you will be disconnected.
Right after my VPN connection terminated, I am not able to reconnect.
If you disconnect properly and do not leave a dangling session in the system you should be able to reconnect. If you disconnect improperly the default is to evict the stale session after 5 minutes.
Sometimes problems are also caused by routers in between that have broken GRE state tracking software. In such cases only a reboot of those devices or firmware upgrades help.
Can I use PPTP over 3G networks?
This strongly depends on your operator. On some networks it sometimes works and sometimes not. Our advise is to test it first.
Does the PPTP VPN work through a web proxy?
No, you cannot use PPTP from behind a web proxy.
Can I use PPTP over a satellite Internet connection?
Maybe, it might work but it will be no fun to use. There might be satellite operators that do not use Performance Enhancing Proxies or that allow PPTP to pass through. In reality the problem will be the latency that you have with the satellite. The purpose of the VPN is to tunnel TCP (and other protocols) and with higher latencies especially TCP throughput and stability suffer performance penalties.
I have problems using VPN in a virtual machine.
Make sure to use a bridged network interface to establish the VPN connection. For a virtual machine, the same setup is needed as for a physical machine behind a router.
Windows is showing me an error, what shall I do?
The first thing to do is to check what the error means. Microsoft provides an overview of all the possible errors along with a short explanation here. There are many reasons why Windows fail with an error:
Verify your user name and password by logging into the website. Then make sure that you are using the same credentials for the VPN connection. Capitalization of the user name and password matters! The next thing you should do is to verify the settings of your VPN connection by using one of our guides.
To rule out that the error is caused by your local router or ISP test the connection somewhere else, if you can. For example take your notebook to a friend and test it there. If that does not work the likeliness that the error is caused by Windows itself is a lot higher. A good way to resolve many problems caused by 3rd party software installations is to execute the following commands on the command line as Administrator.
C:\> Netcfg -u MS_PPTP
C:\> Netcfg -l %windir%\inf\netrast.inf -c p -i MS_PPTP
C:\> netsh int ip reset
If you have a 3rd party firewall disable it for testing. In the case that the error persist please contact our support staff and they will try to help you find out whats wrong and get you connected.
Is there an alternative to the build-in redial for the VPN connection?
My connection works but the network throughput is not really good.
If you have Windows Vista or Windows7 you can try to disable the network stack auto-tuning. To do that open a command line as Administrator
C:\> netsh interface tcp show global
C:\> netsh interface tcp set global autotuning=disabled
If it does not help or makes it worse undo your changes with
C:\> netsh interface tcp set global autotuning=normal
A second issue that can come up when using Windows and lots of concurrent TCP connections is that Microsoft added a connection limit to recent Windows versions. The limit is in place to prevent widespread worm outbreaks or mass mailers, but it also limits torrents at the same time. You can get a piece of software here that will remove the limit from your Windows installation. Read the instructions carefully!
I am running Windows 8 and I am not able to connect to the VPN with my password.
If your machine is a member of a Windows domain, Windows 8 automatically adds the current domain name to the credentials. You need to a \ (back slash) to your user name to drop out the domain name. Afterwards you should be able to connect to the VPN.
For low-bandwidth applications my connection works, but while downloading or viewing videos it sometimes drops.
Try lowering the MTU (Maximum Transmission Unit). The MTU defaults to a value of 1500 bytes. If you set the MTU to a lower value, you might get a more stable connection. Try multiple values in the range from 1400 downwards to 400 bytes.
On Windows, the MTU needs to be set via the registry. There is a Microsoft Knowledge Base Article describing all TCP/IP related settings. Way down this list you will find the registry key for setting the MTU. You also need to find out the mentioned ID for Adapter, because this is a needed path element of the registry key to edit.
I see IPv6 traffic going out although I disabled IPv6 on my VPN interface (disabling Teredo).
Windows can automatically open IPv6 VPN tunnels using the Teredo protocol to provide IPv4 hosts with native IPv6 connectivity. Since this kind of tunnels can hardly be controlled and have a severe impact on the user's privacy, we recommend to turn off Teredo completely.
To disable Teredo, open the command line as Administrator and type:
C:\> netsh interface teredo set state disabled
Reboot your machine to make sure the new setting is active.
How to setup IPv6 on Mac OS X prior to Lion?
On Mac OS X versions prior to Lion there is no possibility to disable IPv6 for a VPN interface. You should choose to setup IPv6 Automatically in the corresponding preference pane.
My PPTP connection irregular drops at high data rates but works for low-bandwidth applications like SSH or IRC.
Try lowering the MTU (Maximum Transmission Unit). The MTU defaults to a value of 1500 bytes. If you set the MTU to a lower value, you might get a more stable connection. Try multiple values in the range from 1400 downwards to 800 bytes.
With these tests, you want to find out the highest possible value for the MTU that results in a stable connection.
Even after reducing the MTU, pptpclient logs unordered packets and drops the connection at high data rates.
If lowering the MTU does not help, and you still experience connection drops after a lot of unordered packets came in, you could try the MISSING_WINDOW patch for pptpclient introduced in Arch Linux. After applying this patch, you will still get reordered packets, but the connection should not drop anymore, even on heavy load.
Can I send emails when I'm using the VPN?
Please configure your mail program to use port 465 or 587 to send mail. Most of the bigger email providers accept mail on those ports as well. We had to block port 25 outgoing because of the high volume of abuse.
An alternative is to set a host route to your email providers mail server. Usually the route command is used to set additional routes. Check your Operating Systems manual on how to do that.
I have a Comodo firewall, what do I need to do to get Relakks working?
For the Comodo firewall to work properly, you need to define a new trusted network to receive incoming connections. The network definition needs to meet the Relakks address range:
Afterwards, open the Stealth Port Assistant and define this network as trusted. This makes incoming connections (e.g. uTorrent) working as expected.
I have a ZoneAlarm firewall, what do I need to do to get Relakks working?
For the ZoneAlarm firewall to work properly, you need to define a new Trusted Network to receive incoming connections. The network definition needs to meet the Relakks address range:ZoneAlarm differentiates between a Trusted Network and a Trusted Host/Site. A Trusted Network describes a network range like above, while a Trusted Host/Site refers to an URL as in https://www.relakks.com. You should not need to define a Trusted Host/Site.
I heard that not all search engines respect online privacy. What should I do?
At the first sight, companies behind search engines accumulate user data to let users benefit from it. So-called benefits are that search results are personalized and also enriched with aspects you might also be interested in. This gives an impression of exactly receiving the results one wants to get presented with and also leads to keeping probably valid results away from being displayed.
That way these companies also define what can be found and what not. The results not being displayed are at best those that are not consistent with the profile they adorably created for you. Not to mention that you definitely leave traces where you thought you might never leave some. This data accumulation can not be undone. You need to be careful where and how much data you provide about yourself.