Torguard client unreliable

[jrt3a 0]

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?

[Support 178]

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

[jrt3a 0]

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

 

[Support 178]

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

[jrt3a 0]

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

[Support 178]

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

[jrt3a 0]

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

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Speccy

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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

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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

Microsoft Application Error Reporting                                             12.0.6012.5000  Microsoft Corporation

Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17                      9.0.30729       Microsoft Corporation

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[Support 178]

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

[jrt3a 0]

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?

[Support 178]

Hmm its hard to say, could we send you a beta version of our next release to test ?

 

Regards

[jrt3a 0]

Sure

[Support 178]

Sure

 

Please check your PM, i have sent you a link to download the RC release.

 

Regards

[Aiban 0]

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.

[TorGuard 20]

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

[Aiban 0]

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..

[jrt3a 0]

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?

[Support 178]

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

[jrt3a 0]

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

[Support 178]

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

[Hex 0]

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.

[Support 178]

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

[Hex 0]

Hey Hex

 

What email did you send this from ?

 

Regards

PM Sent.

[Support 178]

PM Sent.

 

Thanks, got it, we are looking into it.

 

Regards

[Hex 0]

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.

[Support 178]

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

[JohnVK 0]

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.