Accountable2You, LLC

Contact Us: [email protected] | (859) 534-9855 | Submit a Ticket
*Email is the fastest way to contact us even for urgent matters.


Follow

Why am I seeing a VPN Proxy Authentication popup?

Every Accountable2You user who enables the VPN monitoring feature has a certificate installed on their device through the Accountable2You app that provides authentication for accessing applications through our servers. On rare occasions, some applications fail to fully support the type of user authentication that the Accountable2You certificate provides, which can result in a "Proxy Authentication Required" popup message, similar to the one pictured below.

IMG_5189.PNG

 

If you receive this message, first confirm that you have trusted the Accountable2You root certificate. To check this, go to Settings -> General -> About -> Certificate Trust Settings, and check to see that the "ca.accountable2you.com" certificate is set to on/green (as shown below).

If the certificate is trusted and you continue to receive the popup message, you should be able to proceed with using the app by simply selecting "Not Now". Please contact our support team and let us know if you are experiencing this with any particular applications so that we can research further.

If the certificate is not showing:

If the certificate is not showing in the Certificate Trust Settings menu (described above), then this means that the certificate did not get installed when the setup process was initially done. The latest version of the Accountable2You app will not allow you to proceed with using the VPN if this step is not completed, however users who setup the VPN using the previous version of our app may have encountered this situation.

To resolve, ensure that you have the most up-to-date version of Accountable2You (go to the App Store, select the 'Updates' tab, and apply any pending updates). Then open Accountable2You, turn off the VPN (if it is presently enabled), and then repeat the VPN setup process.

 

We also have a video guide that walks you through the basic steps of setting up the app with the VPN.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request