OpenVPN Security Advisory: Dec 14, 2018
Action needed: Important update for OpenVPN Access Server

Support options for OpenVPN

Introduction

There are different software products based on the OpenVPN core. There are official server and client programs that are developed and supported by the OpenVPN Inc. company with 24/7 support available via the online support ticket system, and there are the open source OpenVPN programs which are supported through the OpenVPN community wiki and forums. There is also the Private Tunnel venture by OpenVPN Inc. that offers access to VPN servers across the globe for a small fee, with a free trial available. Third-party client programs, devices, and VPN services based on the OpenVPN software are also available, but those are supported by those third parties, and not by OpenVPN Inc. or the OpenVPN open source community.

Getting support for the OpenVPN Access Server

The commercial OpenVPN Access Server product has a dedicated support ticket system with professionals standing by 24/7 across the world to answer any questions you may have. To reach our support ticket system you need an account on our main website openvpn.net. Making an account on our main website is free and gives you the option to purchase license keys online on our website, and to contact our support ticket system. Technically we only provide support for paying customers of our OpenVPN Access Server product, but generally don’t mind answering questions for people trying out our product and needing some help to get it configured. And if you have any comments or suggestions regarding our website you’re welcome to contact us here as well. The open source version of OpenVPN is something we do not support here though. See the getting support for the open source OpenVPN project section for more information.

The recommended and guaranteed method of getting support for OpenVPN Access Server is to follow these steps:

  1. Go to our website to register for a free account.
  2. Validate your email address and then sign in to our website.
  3. Once signed in click ‘support’ link at the top of the page and open and submit a support ticket.

Once you have visited the support ticket system at least once with your registered account, the support ticket system will also accept emails you send to support@openvpn.net directly. But due to the fact that spam filters can be aggressive and filter out some messages, it is recommended you use the support ticket system website. When we respond, notifications will be sent out from the support@openvpn.net email address, as well as show up on the support ticket system website. Response times vary a bit depending on how busy things are and whether it’s in the weekend or a holiday, or just an ordinary work day, but usually you will have a response within a few hours or sooner.

Additionally there is a forum specifically for users of OpenVPN Access Server that contains a lot of useful information and lets you submit questions and receive answers there as well. The forum however is part of the open source community sites and while visited by OpenVPN Inc. personnel it is not as good as contacting us directly via the support ticket system. To visit the forum and read messages there you do not need an account. But if you want to participate you need a community account. This is a separate account from the main openvpn.net website.

To use and participate in the forum discussions follow these steps:

  1. Go to the community website and register for a free account.
  2. Sign in to the forum website
  3. Visit the OpenVPN Access Server forum

There is also an IRC channel on the Freenode network called #openvpn-as where power users lounge and can sometimes answer questions and help you out. This can sometimes be useful if you need a bit more guidance. Some official OpenVPN Inc. personnel members are also in this channel but are often idling and won’t respond immediately if a question is asked. Again this option is not as good as contacting us directly via the support ticket system.
To join the IRC channel use the web chat client below and follow these steps:

OpenVPN Connect Client for Windows and macOS

These clients are part of the OpenVPN Access Server product, and as such, support for it is available there as well. See the section getting support for the OpenVPN Access Server.

OpenVPN Connect for iOS and Android

The client available on the Apple App Store titled OpenVPN Connect, and the client available on the Google Play Store titled OpenVPN Connect, are the official OpenVPN clients developed and supported by the OpenVPN Inc. company. There are other clients available, and other related OpenVPN programs, but they are not supported by the OpenVPN Inc. company.

The way to get support for OpenVPN Connect for iOS and Android is to follow these steps:

  1. Go to our website to register for a free account.
  2. Validate your email address and then sign in to our website.
  3. Once signed in click ‘support’ link at the top of the page and open and submit a support ticket.

Once you have visited the support ticket system at least once with your registered account, the support ticket system will also accept emails you send to ios@openvpn.net or android@openvpn.net directly. But due to the fact that spam filters can be aggressive and filter out some messages, it is recommended you use the support ticket system website. When we respond, notifications will be sent out from either the ios@openvpn.net or android!openvpn.net email address, as well as show up on the support ticket system website. Response times vary a bit depending on how busy things are and whether it’s in the weekend or a holiday, or just an ordinary work day, but usually you will have a response within a few hours or sooner.

Getting support for the Private Tunnel product

That is handled by Private Tunnel here:

Getting support for the open source OpenVPN project

As mentioned, on our support ticket system we do not support questions regarding the open source OpenVPN project. The official support ticket system is only intended for the commercial offering of OpenVPN, for example OpenVPN Access Server and the OpenVPN Connect Client. For the open source project there is an IRC channel, which is  #openvpn on the Freenode network (note: you must register with nickserv to join that channel – this is free), and there are the forums, and the community wiki website, as well as many other sites online that have excellent guides and information about the open source OpenVPN project.

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