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Frequently Asked Questions

Information regarding frequently asked questions on Arcstar Universal One Virtual in a list.

1-10 / 16 items

Which address should I set for "Access List" of vCore, a global IP address or private IP address?

When using the Internet as underlayNetwork, use a global IP address.
- This function assumes that it is used together with static IP address service offered by your provider.
- When using this function, registering the "Permit" setting will reject all the accesses from non-registered IP address. Note that accesses from all vClient devices may be rejected if you accidentally register a private IP address.

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Is it possible to set the same IP address for different destination User Networks?

Even if a part of IP address of plural desination UserNetworks are the same, that has no effect on the service.
However, please note that the service does not work normally if the completely same addresses are binded to vCore.

[Available]
-Destination UserNetwork A 172.16.0.0/17
-Destination UserNetwork B 172.16.0.1/32
> Although Destination UserNetwork B is the host address in the Destination UserNetwork A, the service works normally.

[Available]
-Destination UserNetwork A 172.16.0.0/17
-Destination UserNetwork B 172.16.0.0/18
> Although Destination UserNetwork B is the network address within the Destination UserNetwork A, the service works normally.

[Not available]
-Destination UserNetwork A 172.16.0.0/17
-Destination UserNetwork B 172.16.0.0/17
> If both the destination UserNetwork and subnet mask are the same, service will NOT work normally.

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When trying to add a destination UserNetwork, the message "The address is incorrect" is displayed.

The four addresses below cannot be registered as a destination UserNetwork and therefore the message "The address is incorrect" is displayed.
-0.0.0.0/0
-10.0.0.0/8
-172.16.0.0/12
-192.168.0.0/16

Note that this error also occurs and the address cannot be registered when (1) the host address is set to other than "/32," (2) there is an incorrect relation between the network address and subnet, (3) a global IP address is entered, and (4) wrong IP address is entered (like, extra "0" is included).

[Examples]
 (1)192.168.0.1/24 (correct address: 192.168.0.1/32)
 (2)192.168.1.64/24 (correct address: 192.168.1.64/26)
 (3)200.200.200.1/32 (global IP addresses cannot be registered)
 (4)192.168.00.1/32 (correct address: 192.168.0.1/32)

If you would like to use the address range mentioned above, please divide the segment in two, and make two destination addresses.

[Examples]
* When you would like to use 10.0.0.0/8(10.0.0.1 ~ 10.255.255.254)
 > 10.0.0.0/9 and 10.128.0.0/9

* When you would like to use 172.16.0.0/12(172.16.0.1 ~ 172.31.255.254)
 > 172.16.0.0/13 and 172.24.0.0/13

* When you would like to use 192.168.0.0/16(192.168.0.1 ~ 192.168.255.254)
 > 192.168.0.0/17 and 192.168.128.0/17

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When I try to use the Business Portal (Virtual version), an error screen is displayed.

If you use the Business Portal (for Virtual) in Internet Explorer, an error screen "Web page not found (HTTP 404)" will be displayed. Please use one of the following browsers, which are supported by the Business Portal (for Virtual).
*Mozilla Firefox latest version  (Operation has been verified with version 27 as of May 2014)
*Google Chrome latest version  (Operation has been verified with version 32 as of May 2014)

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I registered a new vClient, but did not receive a password notification email.

(1) A password notification email is sent from the "umail.portal.ntt.net" domain. Check if your setting allows receipt of emails from this domain.
(2) A password notification email is not sent when you only register a new vClient. After registration, open the "Edit vClient" screen and click the "Send" button.
(3) Then, you are able to receive password notification email which title is "[Arcstar Universal One Virtual] Notice of information about client connection."
After confirmed "User ID" and "Password" in this email, please setting to vApp and connect virtual network.

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When trying to use the Business Portal (Virtual version), the message "An error occurs. Please try again. Error code: 502" is displayed.

When many people are trying to access the portal at the same time, the message "An error occurs. Please try again. Error code: 502" can be displayed. In that case, please try again after a while.
To view the screen image, click "See more."

Incidentally, when you would like to modify a single vClient, please enter the vClientID and click magnifying glass icon after closing the error message. Then, only the entered vClientID will be displayed. You can modify the vClient by double-clicking the ID.

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I cannot bind more than 8 destination UseNetworks to vCore.

Please be advised the maximum number of destination UserNetwork that can be configured on portal is '13', but the maximum number of destination UserNetwork that can be binded to vCore at a time is '8'.
* If you try to register more than 13, an error message "more than table limit" appears.

*According to the situation, the number of destination UserNetwork can be reduced by changing the destination UserNetworks to network address.
<Example>
Host A(192.168.0.1/32)
Host B(192.168.0.2/32)
If these two are registered, they can be integrated into one destination UserNetwork
such as Network A(192.168.0.0/17)

The number of destination UserNetwork is limited, so please refer to FAQ below, too.

*FAQ
When trying to add a destination UserNetwork, the message "The address is incorrect" is displayed.
http://support.ntt.com/en/vpn-virtual/faq/detail/pide23000000cg

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Do I need to apply for the use of Business Portal?

Yes, you need to request the use of Business Portal. Please refer to the link below for details.
Note: When you apply for this service "Arcstar Universal One Virtual", a request for Business Portal (for Virtual) is NOT necessary since you can use it on the Business Portal.

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What do I do if I forgot the password for vClient?

If you changed the original password, there is no way of checking the password.

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Icons of vCore, etc. are shown in alphabets.

When you use a browser which is not supported by the Business Portal (for Virtual), icons may not properly appear. Use one of the following recommended browsers.
*Mozilla Firefox latest version  (Operation has been verified with version 27 as of May 2014)
*Google Chrome latest version  (Operation has been verified with version 32 as of May 2014)

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