Technical Support

Knowledge Base

Our most popular Knowledge Base articles.

Frequently Asked Questions

How to install/uninstall your products?

Our products come with a standard installer. After installation, the software can be uninstalled just like any other program - via Windows's Add or remove programs.

Do your products work with(via) VPN?

No. VPNs capture all traffic and send it via their own channel. Our device driver framework filters traffic at the same low level as VPNs do. Thus either VPN gets the network traffic or our software gets it, but not both. When VPN is active, our software would view and treat it as a single connection between the VPN client and the VPN server.

Which virtualization platforms do you support (VMware,Hyper-V)?

The functionality of our products is tested and works properly within VMware virtualization environment (VMware Workstation). Microsoft Hyper-V is also supported, but with reduced features. The difference in product features is related to VMware's support of Guest OS network traffic filtering by the Host when VM uses NAT-based virtual adapter. This avoids the need to install our products on each individual virtual machine.

Do your products work with Amazon AWS or Microsoft Azure?

Yes. Our products are compatible with Amazon AWS EC2 and Microsoft Azure.

How does the product activation work?

All products have the same executables for all their editions. There is no need to reinstall when transitioning from 30-day trial to a permanent license. A permanent license can be free or paid. A permanent license allows to use the software beyond the first 30 days.

When products are installed for the first time, they start in 30-day trial mode. After the trial period, the software has to be activated with one of the serial keys purchased or obtained on our website. The activation can be performed online or offline (using a web browser on our website). Use the menu Help->Activate... to bring up the activation dialog. Then, enter or copy-paste the serial key in the boxes and follow the instructions. Online activation is usually the fastest way to activate a product. It takes less than 1 minute for our servers to process an activation request. After sending the activation request, you would need to wait for the license request to be processed or to come back and download the license later. While Activation dialog is open, it automatically checks the pending license request status every few seconds. Our programs do not store serial keys locally for security purposes, so when coming back to download the license later the serial key would need to be re-entered.

During the activation process, programs send a standard HTTP request to our servers with hashes of the information pertaining to the serial key and the computer the software is activated on. This information cannot be reverse engineered into the information it was generated from - it is a security feature. The transmission is performed over secure SSL/TLS connection. The activation process completes when our servers provide the activation license file. This file is stored as a regular file locally and is used by the software during its subsequent use. The activation license file is the same no matter if the product was activated online or offline.

Where is the configuration (settings) for your programs are stored and how can I reset it?

Uninstalling the program does not remove its settings. So, manually deleting the settings is the only way to get the program to the state it had right after the first install. Each software product we ship, has three (3) major components:

User Interface (UI);
Windows Service (Service);
Verigio driver.

Before deleting the settings, please exit the program's User Interface and stop its Service (via Services.msc). Then using Windows explorer, delete the settings files from the folders listed below.

User Interface settings are stored in c:\Users\[%USER_NAME%]\AppData\Local\Verigio_Communications_In\[%PROGRAM_NAME%]*.*;
Windows Service settings are stored in c:\Windows\System32\config\systemprofile\AppData\Local\Verigio\[%PROGRAM_NAME%]Svc\Settings\*.*;
The driver settings are not directly exposed to users and should not be changed.

The new settings will automatically be created upon the next program start. No re-installation is needed.

Which versions of a product a serial key is valid for?

Each serial key allows to use the same product with the same major version number. For example, version 3.14 has a major version number 3. Hence, the serial key will be valid for all 3.x releases of that product. The purchase confirmation Email clearly states which version the serial key is valid for.

Do I need a new serial key if I reinstall the software?

No. When reinstalling the software on the same computer, the license information from the previous activation will automatically be applied.

Do I need to activate the program for every user who uses the program?

All users on the same Windows installation share the same licenses. Once one of the users activates the program, other users are automatically able to use those licenses.

What to do if I get the message: "Unable to verify trust" or "Unable to communicate with the driver"?

This message usually comes up when Windows 10 performs a major change (an update) in its configuration which disrupts communication between parts of our software. Please reinstall the program and reboot the computer. This should fix the issue.

Sporadic slowdown of network traffic

This issue can be better diagnosed with the 3rd party LatencyMon utility that detects sporadic "hangs" of the system. When the values for the DPC latency are too high, Windows is unable to respond to network traffic in time. That causes slowdown of network traffic. Possible fixes for this issue:

Network card device driver update. (Most often this solves the issue).
Select "High Performance" power plan for Windows within "Control Panel\Hardware and Sound\Power Options".
Windows update to the latest fixes.
When virtual environment (VMware,VirtualBox, etc.) is used, virtual machines should have the number of CPUs less than the number of CPUs of the actual hardware the virtualization is running on.
Disable "fancy" network card features: TCP Connection Offload, TCP Chimney Offload, Large Send Offload, etc. These can be found via "Control Panel\Network and Internet\Network Connections", then right click on the network card, select Properties, click Configure. The list of "fancy" features is on the Advanced tab.

Email Support

All our products include a utility program VerigioDiagnostics.exe which is installed into the same folder as the product. This console program can be launched from the command line or via menu Help->Run Diagnostics. It analyzes the environment and prints out important metrics about the hardware and the operating system. Please copy-paste its printout in the support request.

When seeking support, please include in the Email the following:

Product name and version;
Description of the issue, how often and under which circumstances it is encountered;
Output of VerigioDiagnostics.exe utility.

In order for our technical support to resolve the issue, the issue is need to reproduced first. It is important that you include all the information that would allow us to reproduce the issue.

Please Email support requests to support@verigio.com