What to do, if running into problems with CyberGhost?

[Mike]

All CyberGhost subscribers are entitled to use the ticket system in order to get personal technical support.
You reach support via your account management page. Please login, click on the menu entry 'Support' and create a ticket, in which you describe the problem and add the protocol ID of your debug log (if available, see below how to create one).

In case you are a Premium subscriber, but can't login to your online account management (e. g. because you lost your credentials), please contact either the Live Chat on the CyberGhost homepage (open 09:00 am to 06:00 pm EET) or the 'Feedback' button in the CyberGhost client's main menu.

The support team will try to help you as fast as possible, but of course needs some time to analyze and assess your problem. To speed up response time it will be very helpful, if you can provide as much of the following data as known:

• Which CyberGhost client app do you use?
  
• If you don't use a CyberGhost client, which native protocol troubles you?
  
• Which operating system and version number do you use (Windows 7, Linux Ubuntu x.x, Android x.x, etc.)?
  
• What kind of subscription did you use when the failure happened (Free, Premium or Premium Plus)?
  
• The name of your Internet Service Provider (ISP)
  
• The type of your connection, e.g. DSL modem, cable modem, WLAN, etc.
  
• Day and time, the malfunction occurred (including timezone information)
  
• Connected network devices, e.g. router, PCs, etc.
  
• Which anti virus software do you use?
  
• Which Firewall do you use?
  
• Is any other VPN software installed?
  
• If CyberGhost VPN is used on different computers, did the problem occur there, too?
  
• Which server did you try to connect to or was it an automatic attempt?
  
• Is other networking software like cFOS running in the background?
  
• The log ID of the debug file
  
  

In cases of speed problems please also try to add the following:

• The results of a speed test (see here how to do a speed test):
  • The usual speed of your Internet connection without CyberGhost in MBit/s (not MByte/s) or kBit/s 
    
  • The speed of your Internet connection with CyberGhost in MBit/s
    • The speed while being connected through a CyberGhost VPN client (or a third party OpenVPN app)
      
    • The speed while being connected through the native protocol L2TP/IPSec (just needed, if the connection speed via client or OpenVPN is massively different from your connection speed without CyberGhost VPN)
      
    • The speed while being connected through PPTP (just needed, if the connection speed via client or OpenVPN is massively different from your connection speed without CyberGhost VPN)
      
• The server load (the amount of users who had been connected to the server at the time of testing)
  
• A WinMTR protocol would also come in handy (see here how to create one)
  

Debug Log
A debug log file can help support to find reasons and errors very quickly. This file will be generated by CyberGhost automatically, after you initiated the log process. Below you find various instructions for different CyberGhost clients and an alternative one for users, who don't have a client installed:

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