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PayPal issues

July 25th, 2017

Today, 5 PayPal payments from our long term customers have been put “Under Review” by PayPal’s automated antifraud system.

This is obviously an error on PayPal’s side and we expect it to be resolved quickly.

Unfortunately, PayPal’s support has been recently even more useless then usual so we do not expect any reasonable explanation from them why it happened, except for a typical unrelated canned reply.

If you do not see your recent PayPal payment in your account history, please contact our customer support as soon as possible.

We will give you a temporary subscription in the meanwhile, so that your service delivery is not harmed by PayPal’s continued incompetence.

 

FR5 server offline

July 10th, 2017

The France located FR5 server has been offline for over a day. The technicians at the datacenter are working on the issue, however, the problem has not been found yet.

I apologize for the inconvenience, we are doing our best to resolve the issue as quickly as possible.

 

UPDATE: The server is now back online, 2 of the IPs are not working still it seems (may be unrelated, however).

 

Server move

June 29th, 2017

Dear customers!

We have started moving our old server to a new platform. The process should be completed within the next 2 days. Your service delivery should not be interrupted, however, if you encounter any issues and the website is not available for some reason, please email me directly at tomfra[at]centrum.cz

Thank you for your understanding!

 

UPDATE: The server move has been finished. I would like to apologize once again for the trouble this may have caused you. It was an extremely complicated process and there are some minor issues we will be taking care of in the next few days.

If you experience any serious problem, please do let us know, our helpdesk is online again.

 

UK7 server currently offline

April 24th, 2017

The UK7 server is currently offline due to a hardware fault. The server will be replaced within the next few days. I apologize for the inconvenience, please connect via one of our other servers in the meanwhile.

 

Kaspersky Antivirus false positive detection

March 19th, 2017

Dear customers!

We have been informed about an issue with Kaspersky Antivirus. It seems some of its versions detect false positive virus infection in at least 2 of our installer versions. Kaspersky has been notified about the issue and we believe it will be solved soon.

The problem is on their side, our files are, as always clean as you may check for example at:

https://www.virustotal.com

UPDATE: Just forgot to mention the issue has been resolved.

 

Main server outage

December 9th, 2016

Earlier Today, our main server experienced technical issues and was unreachable for over 3 hours. Individual VPN and proxy servers were not affected. We were able to restore the service and everything is running again now.

I apologize for the inconvenience. I also suggest everyone to bookmark our Twitter page, the page name is “IdentityCloaker”:

Google IP geolocation problem

September 4th, 2016

Some of our customers reported a rather strange issue. When connected via some of our IP addresses, google.com redirects to a local United Arab Emirates version of Google.com.

The problem is not on our side but on Google’s, our IPs are properly registered and the correct information will show in services such as Maxmind, SpeedTest.net as well as in the official databases.

Unfortunately, as the problem is on the Google side, we have only limited ways to fix it. We will be discussing this issue with them but at this time there are no guarantees they will do anything about it. After all, it’s Google…

 

PayPal payment problems

July 22nd, 2016

Some customers reported problems when trying to pay via PayPal.

Namely, when trying to renew the subscription, after being redirected to the PayPal website, the email address and password combination for PayPal is being rejected while the same combination is working perfectly when logging into the PayPal account directly.

The problem is not on our side, it’s on the PayPal’s side. I have just personally experienced the very same issue when trying to pay 2 different companies we do business with, via PayPal.

I suggest you simply try paying via PayPal at a later time, or use our merchant account bank credit card payments instead.

Unfortunately, we have experienced so many problems with PayPal recently, that this does not really surprise us any longer.

UPDATE: If you experience a similar issue, try using Google Chrome. This problem seems to be affecting mostly Firefox it seems.

 

US video streaming services update

June 29th, 2016

In the recent past, we have been notified about the inability of Identity Cloaker to access some video streaming services. We do not want to name the website(s) directly, however, I am pleased to announce the access should be now possible again.

The new setup we use is still considered a test/pre-release, however, we are already getting mostly positive feedback from our users.

For Windows and Mac users there is no need to change the way you use Identity Cloaker to access these service(s) again. Just connect via any of our US located proxy servers and it should work as before.

At this point the access is possible only through the proxy servers and not via VPN though. Please try it and discuss any problems with our helpdesk

Recent Windows Update issues

May 22nd, 2016

We have been informed about a problem with one of the recent Windows Updates, which causes technical issues with Identity Cloaker version 2. At this time there is only limited information about the problem available.

Symptoms: During the launch process of the application, the application fails to start with error message “Remote procedure call failed”.

The crash, however, seems to happen randomly and may be difficult to replicate. Additionally, connecting to servers may take longer than usual and the IP address may not be changed the first time you connect.

Solution: If you experience the above mentioned problems, we strongly suggest you download and install Identity Cloaker Portable instead.

I apologize for the inconvenience, we are working on a fix as we speak.

 

UPDATE 1:

We have been able to find the culprit – it is Microsoft Security Essentials. Once the real time protection is disabled, Identity Cloaker version 2 starts working properly again. However, disabling Microsoft Security Essentials is, of course, not advised. We will be communicating with Microsoft and I will update this blog post once we have more information.

UPDATE 2:

We are currently communicating with Microsoft.

A perhaps imperfect but functional solution:

In the MS Security Essentials, add an “exception” for the whole Identity Cloaker application folder. Please see this Microsoft howto and in the “File Locations” field enter “C:\Program Files (x86)\Identity Cloaker” (without quotes), click Add and Save Changes.

We will also have an update for Identity Cloaker that will automate this process, later Today.

 

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