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Torguard client unreliable

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Hi,

 

For the past month or so the torguard client has been shutting down without notice.  I'm running windows 10.  Nothing significant has changed in my system configuration that would have triggered this problem, as far as I know.

 

Perhaps unrelated: growing tired of this problem, I tried to use the OpenVPN client instead.  But at some point, without disconnection, it starts leaking my IP through webRTC according to ipleak.net, though I have the chrome extension webRTC network limiter installed.

 

Can you please help me address one or both of these problems?

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Of course, can i ask what version of Tg Client you are running right now and when it crashes do you receive any error logs in your event logs ? When it crashes do you mean the app closes completely ? Or do you mean it disconnects ?

 

Regards

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Thanks for the reply.  I'm using Torguard v0.3.55, but this problem has been occurring since the change in UI look.  By crashes I mean the app closes completely.

 

Here's an event from the windows event log that seems to be associated with a crash (sorry, the formatting is all screwed up):

 

 

 

 

Information 10/21/2016 3:41:38 PM Windows Error Reporting 1001 None
Fault bucket 129234875119, type 5
Event Name: AppHangB1
Response: Not available
Cab Id: 0
 
Problem signature:
P1: TorGuardDesktopQt.exe
P2: 0.0.0.0
P3: 57f3d6dc
P4: da60
P5: 67246080
P6: 
P7: 
P8: 
P9: 
P10: 
 
Attached files:
\\?\C:\Users\jtosi\AppData\Local\Temp\WER6343.tmp.version.xml
\\?\C:\Users\jtosi\AppData\Local\Temp\WER6354.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6364.tmp.WERInternalMetadata.xml
WERGenerationLog.txt
 
These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Critical_TorGuardDesktopQ_c11d19263d955a7eba8cab9f5a9ed4db59cc45d9_8032d7b5_6236694e
 
Analysis symbol: 
Rechecking for solution: 0
Report Id: 60095c4c-97c6-11e6-a9fc-54271ef3ca06
Report Status: 0
Hashed bucket: 3aaa23dd759420a9e2581258afc1db20
And here's the WER file referred to in that log:
Version=1
EventType=AppHangB1
EventTime=131215524965557275
ReportType=1
Consent=1
UploadTime=131215524968204818
ReportIdentifier=60095c4b-97c6-11e6-a9fc-54271ef3ca06
IntegratorReportIdentifier=60095c4c-97c6-11e6-a9fc-54271ef3ca06
WOW64=1
NsAppName=TorGuardDesktopQt.exe
AppSessionGuid=00003e3c-0001-000e-cf24-b50eb228d201
TargetAppId=W:0000da39a3ee5e6b4b0d3255bfef95601890afd80709!0000da39a3ee5e6b4b0d3255bfef95601890afd80709!TorGuardDesktopQt.exe
TargetAppVer=2016//10//04:16:20:44!1c5e4b!TorGuardDesktopQt.exe
BootId=4294967295
Response.BucketId=3aaa23dd759420a9e2581258afc1db20
Response.BucketTable=5
Response.LegacyBucketId=129234875119
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=TorGuardDesktopQt.exe
Sig[1].Name=Application Version
Sig[1].Value=0.0.0.0
Sig[2].Name=Application Timestamp
Sig[2].Value=57f3d6dc
Sig[3].Name=Hang Signature
Sig[3].Value=da60
Sig[4].Name=Hang Type
Sig[4].Value=67246080
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=10.0.14393.2.0.0.256.48
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Hang Signature 1
DynamicSig[22].Value=da601a3a3a4e65d6a9a05e4357643b12
DynamicSig[23].Name=Additional Hang Signature 2
DynamicSig[23].Value=bae5
DynamicSig[24].Name=Additional Hang Signature 3
DynamicSig[24].Value=bae55669a467d3cc8b1383a823441f69
DynamicSig[25].Name=Additional Hang Signature 4
DynamicSig[25].Value=da60
DynamicSig[26].Name=Additional Hang Signature 5
DynamicSig[26].Value=da601a3a3a4e65d6a9a05e4357643b12
DynamicSig[27].Name=Additional Hang Signature 6
DynamicSig[27].Value=bae5
DynamicSig[28].Name=Additional Hang Signature 7
DynamicSig[28].Value=bae55669a467d3cc8b1383a823441f69
UI[3]=TorGuardDesktopQt.exe is not responding
UI[4]=If you close the program, you might lose information.
UI[5]=Close the program
UI[6]=Close the program
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped responding and was closed
ConsentKey=AppHangXProcB1
AppName=TorGuardDesktopQt.exe
AppPath=C:\Program Files (x86)\VPNetwork LLC\TorGuard\TorGuardDesktopQt.exe
ReportDescription=A problem caused this program to stop interacting with Windows.
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=C680ACBC62F723BD876148C596C1F544
MetadataHash=247006033

 

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Thanks for that - would it be possible that i or a member of our staff could logon and have a look via team viewer ? if so please please log a ticket on our main support desk and ask for Andy or Mike.

 

Regards

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I would really rather not do remote assistance.  Do you have any suggestions, or is there any further information that would be useful?

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I would really rather not do remote assistance.  Do you have any suggestions, or is there any further information that would be useful?

 

hello,

 

Theres not enough info there to determine the problem - we don't have any other users complaining of crashes so i can only think the problem is a software conflict.

 

In windows powershell can you run the following command:

Get-ItemProperty HKLM:\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\* | Select-Object DisplayName, DisplayVersion, Publisher, InstallDate | Format-Table –AutoSize

this will list all programs installed, would be handy if you can copy/paste that list.

 

Regards

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Thanks, and sorry for the slow reply.  Here's the output of that command (sorry, again, formatting not great):

 

DisplayName                                                                       DisplayVersion  Publisher
-----------                                                                       --------------  ---------
NetLogo 5.2.1                                                                     5.2.1
Adobe Flash Player 23 NPAPI                                                       23.0.0.207      Adobe Systems Inco...
Amazon Kindle                                                                     1.15.0.43061    Amazon
Avidemux 2.6 - 64bits                                                             2.6.9.00
Foxit Advanced PDF Editor 3                                                       3.1.0.0         Foxit Corporation
CDisplay 1.8                                                                                      dvd8n
Cheat Engine 6.4                                                                                  Cheat Engine
Cobian Backup 11 Gravity
 
CouchPotato                                                                       3               Your Mom
Dropbox                                                                           13.4.21         Dropbox, Inc.
DVD Shrink 3.2                                                                                    DVD Shrink
File Renamer - Basic                                                              6.3             Sherrod Computers
Free Lyrics Finder 1.1                                                                            MediaProLab.com
Google Chrome                                                                     54.0.2840.87    Google Inc.
HandBrake 0.10.5                                                                  0.10.5
HFSExplorer 0.23                                                                  0.23            Catacombae Software
ASUS GPU Tweak                                                                    2.7.5.0         ASUSTek COMPUTER INC.
AO Help                                                                           1.2.10.218      ASUS
K-Lite Codec Pack 12.4.2 Standard                                                 12.4.2          KLCP
Malwarebytes Anti-Malware version 2.1.6.1022                                      2.1.6.1022      Malwarebytes Corpo...
MediaMonkey 4.1                                                                   4.1             Ventis Media Inc.
MiPony 2.5.0                                                                      2.5.0
MKVToolNix 9.0.1 (64bit)                                                          9.0.1           Moritz Bunkus
Mozilla Firefox 45.0.1 (x86 en-US)                                                45.0.1          Mozilla
Mozilla Maintenance Service                                                       45.0.1.5918     Mozilla
Mp3tag v2.69                                                                      v2.69           Florian Heidenreich
MusicBrainz Picard                                                                1.3.2           MusicBrainz
Notepad++ (32-bit x86)                                                            7.1             Notepad++ Team
NVIDIA Stereoscopic 3D Driver                                                     7.17.12.6514    NVIDIA Corporation
OpenAL
Origin                                                                            10.1.1.35466    Electronic Arts, Inc.
qBittorrent 3.3.7                                                                 3.3.7           The qBittorrent pr...
Razer Chroma SDK Core Components                                                  1.10.6          Razer Inc.
ResearchSoft Direct Export Helper                                                                 Thomson Reuters
SoulseekQt
Speccy
Startup Delayer v3.0 (build 366)                                                  3.0 (build 366) r2 Studios
Terraria                                                                                          Re-Logic
Bastion                                                                                           Supergiant Games
Monaco                                                                                            Pocketwatch Games
Wolfenstein: The New Order                                                                        Machine Games
Dishonored                                                                        1.0             Bethesda Softworks
Apotheon                                                                                          Alientrap
Mark of the Ninja                                                                                 Klei Entertainment
Thomas Was Alone                                                                                  Mike Bithell
FEZ                                                                                               Polytron Corporation
Knights of Pen and Paper +1                                                                       Behold Studios
Hammerwatch                                                                                       Crackshell
Styx: Master of Shadows                                                                           Cyanide Studio
The Legend of Heroes: Trails in the Sky                                                           Nihon Falcom
Valiant Hearts: The Great Warâ„¢ / Soldats Inconnus : Mémoires de la Grande Guerreâ„¢                 Ubisoft Montpellier
Quest for Infamy                                                                                  Infamous Quests
Heroes of a Broken Land                                                                           Winged Pixel Inc.
Grim Fandango Remastered                                                                          Double Fine Produc...
Life Is Strangeâ„¢                                                                                  DONTNOD Entertainment
Out of the Park Baseball 16                                                                       Out of the Park De...
Oceanhorn: Monster of Uncharted Seas                                                              Cornfox & Bros.
Batman: Arkham Asylum GOTY Edition                                                                Rocksteady Studios
The Silent Age                                                                                    House On Fire
Trine                                                                                             Frozenbyte
Trine 2                                                                                           Frozenbyte
Psychonauts                                                                                       Double Fine Produc...
The Vanishing of Ethan Carter Redux                                                               The Astronauts
TreeSize Free V3.4.5                                                              3.4.5           JAM Software
Unchecky v1.0.1                                                                   1.0.1           RaMMicHaeL
VLC media player                                                                  2.2.4           VideoLAN
VPNetwork LLC - TorGuard - Online Privacy Protection Services                     "0.3.55"        "VPNetwork LLC"
Microsoft Expression Web 4                                                        4.0.1460.0      Microsoft Corporation
 
WinSCP 5.7.4                                                                      5.7.4           Martin Prikryl
Zotero Standalone 4.0.28.7 (x86 en-US)                                            4.0.28.7        Zotero
 
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501                      12.0.30501.0    Microsoft Corporation
LWS Pictures And Video                                                            13.51.815.0     Logitech
Dropbox Update Helper                                                             1.3.57.1        Dropbox, Inc.
Razer Synapse                                                                     2.20.15.1031    Razer Inc.
Foxit PhantomPDF Business                                                         8.0.2.805       Foxit Software Inc.
Windows Installer Clean Up                                                        3.00.00.0000    Microsoft Corporation
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005                        12.0.21005      Microsoft Corporation
CameraHelperMsi                                                                   13.51.815.0     Logitech
LWS Help_main                                                                     13.51.828.0     Logitech
LWS Twitter                                                                       13.30.1346.0    Logitech
 
 
Microsoft XNA Framework Redistributable 3.1                                       3.1.10527.0     Microsoft Corporation
InputMapper                                                                       1.5.31.0        DSDCS
 
 
 
 
 
 
 
 
LWS YouTube Plugin                                                                13.31.1038.0    Logitech
Intel® USB 3.0 eXtensible Host Controller Driver                                3.0.1.41        Intel Corporation
Boilsoft Video Splitter 6.34                                                                      Boilsoft, Inc.
Java 8 Update 31                                                                  8.0.310         Oracle Corporation
Java 8 Update 40                                                                  8.0.400         Oracle Corporation
Samsung Magician                                                                  4.5.1           Samsung Electronics
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030                      11.0.61030.0    Microsoft Corporation
Plex Media Player                                                                 1.0.6           Plex
Google Drive                                                                      1.32.3592.6117  Google, Inc.
erLT                                                                              1.20.138.34     Logitech, Inc.
Microsoft ASP.NET MVC 4 Runtime                                                   4.0.40804.0     Microsoft Corporation
Java Auto Updater                                                                 2.8.40.26       Oracle Corporation
Epic Games Launcher                                                               1.1.47.0        Epic Games, Inc.
Cisco LEAP Module                                                                 1.0.19          Cisco Systems, Inc.
ASUS GPU Tweak                                                                    2.7.5.0         ASUSTek COMPUTER INC.
Wondershare Helper Compact 2.5.0                                                  2.5.0           Wondershare
Apple Software Update                                                             2.2.0.150       Apple Inc.
 
Intel® Driver Update Utility 2.0                                                2.0.0.29        Intel
Microsoft Expression Web 4                                                        4.0.1460.0      Microsoft Corporation
Google Update Helper                                                              1.3.31.5        Google Inc.
Asmedia ASM106x SATA Host Controller Driver                                       2.0.8.0001      Asmedia Technology
Cisco EAP-FAST Module                                                             2.2.14          Cisco Systems, Inc.
Plex Media Server                                                                 1.2.7.2987      Plex, Inc.
Microsoft Visual C++ Compiler Package for Python 2.7                              9.0.1.30729     Microsoft Corporation
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.24215                     14.0.24215      Microsoft Corporation
LWS Gallery                                                                       13.51.827.0     Logitech
Microsoft Visual C++ 2005 Redistributable                                         8.0.61001       Microsoft Corporation
LWS Motion Detection                                                              13.51.815.0     Logitech
Microsoft Visual C++ 2005 Redistributable                                         8.0.56336       Microsoft Corporation
ASUS Boot Setting                                                                 1.00.18         ASUSTeK Computer Inc.
 
TurboTax 2014 waziper                                                             014.000.1279    Intuit Inc.
SlimDX Runtime .NET 4.0 x86 (January 2012)                                        2.0.13.43       SlimDX Group
LWS Launcher                                                                      13.51.828.0     Logitech
Intel® Driver Update Utility                                                      2.0.0.29        Intel
EndNote X7                                                                        17.2.0.8156     Thomson Reuters
LWS Webcam Software                                                               13.51.815.0     Logitech
Movie Collector                                                                                   Collectorz.com
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Hello, are you able to disable both protection modules in Malwarebytes and retest, it is known to cause issues - also are you able to load up safe mode with networking if that doesn't solve your problem and see if the crash happens here, then we can have a better idea.

 

Regards

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Thanks, I've uninstalled Malwarebytes entirely.  Torguard crashed again today anyway, with nothing in the event log.  It seemed to coincide with a loss of internet connection, though I can't be sure.  Perhaps it crashed while attempting to reconnect?

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Sorry to bring up an older thread but its the only thread that is exactly my issue and didn't really want to start from scratch.

 

The issue i get is exactly like the OP - torguard client will simply "close" and disappear, no disconnection notice, it just goes, the biggest issue with this is the killswitch fails to activate and leaves my machine exposed.

 

I'm only 3 days away from a yearly renewal and I've left this late but if i can't find a solution, i will need to look for another company.

 

The original OP said he didn't want remote assistance, but i do not mind at this stage.

The system was reinstalled fresh a few moths back as my Windows 10 was the "free" upgrade so i decided a clean install and really has nothing on it except for torguard and deluge, i can't keep exposing myself like that and need a solution. This problem has persisted through many updates, and like the OP - seems to have started with the fresh new look, .. 6 months ago maybe?

 

Thanks.

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Sorry to bring up an older thread but its the only thread that is exactly my issue and didn't really want to start from scratch.

 

The issue i get is exactly like the OP - torguard client will simply "close" and disappear, no disconnection notice, it just goes, the biggest issue with this is the killswitch fails to activate and leaves my machine exposed.

 

I'm only 3 days away from a yearly renewal and I've left this late but if i can't find a solution, i will need to look for another company.

 

The original OP said he didn't want remote assistance, but i do not mind at this stage.

The system was reinstalled fresh a few moths back as my Windows 10 was the "free" upgrade so i decided a clean install and really has nothing on it except for torguard and deluge, i can't keep exposing myself like that and need a solution. This problem has persisted through many updates, and like the OP - seems to have started with the fresh new look, .. 6 months ago maybe?

 

Thanks.

 

Hello Aiban, welcome to the forums.

 

Do you have any third-party security suite installed, and all latest "Windows Updates"? I am on Windows 10 too, and I haven't had any of these problems, the client has been running for over a month with no connection interruptions. Open up a ticket with support here: https://torguard.net/submitticket.php

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Hello Aiban, welcome to the forums.

 

Do you have any third-party security suite installed, and all latest "Windows Updates"? I am on Windows 10 too, and I haven't had any of these problems, the client has been running for over a month with no connection interruptions. Open up a ticket with support here: https://torguard.net/submitticket.php

Its Windows 10, so yeah its up to date since you can't easily stop them.

 

Only the standard windows defender is on the PC. I pretty much fresh installed, the only software i put on afterwards is

Torguard

Firefox

Deluge

VLC

I kept it VERY simple for this reason .... i'll open a ticket, but it would appear my subscription will run out before this gets solved :( bit of a leap of faith that this will be fixed after i pay for a year... i know thats partially my doing.

 

Also hoped maybe the original poster might return to acknowledge a solution..

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My solution was to just tolerate it happening maybe once a month, which it's still doing.  Pretty much the exact same thing as you describe, though I think most of the time the internet actually stops working entirely until I restart Torguard.  So I guess at least my traffic isn't exposed?

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Its Windows 10, so yeah its up to date since you can't easily stop them.

 

Only the standard windows defender is on the PC. I pretty much fresh installed, the only software i put on afterwards is

Torguard

Firefox

Deluge

VLC

I kept it VERY simple for this reason .... i'll open a ticket, but it would appear my subscription will run out before this gets solved :( bit of a leap of faith that this will be fixed after i pay for a year... i know thats partially my doing.

 

Also hoped maybe the original poster might return to acknowledge a solution..

 

Hey guys - we are investing this issue - there are very few reports though and im unable to reproduce - if everyone who can produce this can send me a "hijackthis" report it might get this fixed quicker, as soon as i find the problem we will fix it and push a new release.

 

https://github.com/dragokas/hijackthis/

 

Regards

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I'm trying to send you a PM with my log but keep getting this message.  I've tried while connected to torguard and with no vpn.

 

http://imgur.com/LO26qfR

 

Can you email to sysadmin(at)torguard.net please ? would be appreciated thanks

 

Regards

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I also have this issue.

I have not been able to find any log or trace in the event viewer.

 

The only event viewer errors are some DCOM errors from Microsoft.Windows.Photos and 2 SideBySide errors from Office 2016 lync.exe and SQL Server CopyDatabaseWizard.exe.

 

Email sent to sysadmin with log as requested.

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I also have this issue.

I have not been able to find any log or trace in the event viewer.

 

The only event viewer errors are some DCOM errors from Microsoft.Windows.Photos and 2 SideBySide errors from Office 2016 lync.exe and SQL Server CopyDatabaseWizard.exe.

 

Email sent to sysadmin with log as requested.

 

Hey Hex

 

What email did you send this from ?

 

Regards

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Is there any feedback on this?

 

To confirm this is still an issue on v0.3.69 although this version seems slightly more stable.

Maybe one crash in 7-9 days instead of 2-3 a week.

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On 26/05/2017 at 3:19 PM, Hex said:

Is there any feedback on this?

 

To confirm this is still an issue on v0.3.69 although this version seems slightly more stable.

Maybe one crash in 7-9 days instead of 2-3 a week.

 

Hi Hex

 

We have had a look and we cannot find a reason for the crash, we are unable to reproduce - we also only have a few users complaining of a crashes overall but wether this is all the same thing we don't know yet but its doubtful - they all seem a bit different.

We are still looking.

Regards

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Dear Admin,

 

The fact that users don't complain doesn't necessarily mean the problem isn't there ;) many users just accept it when it happens. I am one of those, actually.

 

I used to have the TorGuard client crash on me several times a week (absolutely randomly) but usually only when it had been running for over 24 hours. The problem was, when the app crashed the kill switch obviously didn't fire either, leaving me completely open on my actual IP Address... not exactly awesome...

 

There were no log entries present. So there was nothing to troubleshoot on my end. And doing anything pro-actively is quite difficult as well, since the app crashes randomly. There's no telling when this problem will occur...

 

In the end I "solved" my problem by just not running the TorGuard client for very long lengths of time. So... not actually a solution at all.

 

Have to say though, the latest version does not seem to crash on me anymore. But that may also have to do with the fact that I rarely leave it running for more than a couple of hours anymore.

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