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) a VPN?

No. VPNs capture all traffic and send it through their own channel. Our device driver framework filters traffic at the same low level as VPNs do. Thus, either the VPN gets the network traffic or our software gets it, but not both. When a VPN is active, our software will 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 in a 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 the VM uses a 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 a 30-day trial to a permanent license. A permanent license can be free or paid. A permanent license allows you 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 into 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 will need to wait for the license request to be processed or come back and download the license later. While the 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 you come back to download the license later, the serial key will 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 on which the software is being activated. This information cannot be reverse-engineered into the original information it was generated from — this is a security feature. The transmission is performed over a secure SSL/TLS connection. The activation process is complete when our servers provide the license activation file. This file is stored as a regular file locally and is used by the software during its subsequent use. The license activation file is the same regardless of whether the product was activated online or offline.

Where is the configuration (settings) for your programs 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 is a serial key valid for?

Each serial key allows you to use the same product with the same major version number. For example, version 3.14 has a major version number of 3. Hence, the serial key will be valid for all 3.x releases of that product. The purchase confirmation email clearly states which major 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 should I 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, which detects sporadic "hangs" of the system. When the values for DPC latency are too high, Windows is unable to respond to network traffic in time. This causes a slowdown of network traffic. Possible fixes for this issue:

Update the network card device driver. (This most often solves the issue).
Select the "High Performance" power plan for Windows in "Control Panel\Hardware and Sound\Power Options".
Update Windows to the latest fixes.
When a virtual environment (VMware, VirtualBox, etc.) is used, virtual machines should have a number of CPUs less than the number of CPUs of the actual hardware the virtualization is running on.
Disable "fancy" network card features such as 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, and 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 the following in the email:

Product name and version;
A description of the issue, how often it occurs, and under which circumstances;
The output of the VerigioDiagnostics.exe utility.

For our technical support to resolve an issue, it first needs to be reproduced. 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