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Frequently Asked Questions

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

1-10 / 61 items

I cannot connect even if I have reinstalled vApp(Windows) and Microsoft Visual C++ 2010 SP1 Redistributable Package.

In case you cannot connect even if you have conducted reinstallation of vApp(Windows) and Microsoft Visual C++ 2010 SP1 Redistributable Package, please confirm your usage enviroment by following this procedure.

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Display [330] error code when connecting to vApp(Windows).

There might be possibility of installation failure for vApp, so please follow the below procedure.
(Uninstall/Reinstall "vApp" and "Microsoft Visual C++ 2010 SP1 Redistributable Package")

Also, when installing vApp and Redistributable Package, please right click on installer and select [Run as administrator]

(1)Uninstall "vApp"

(2)Uninstall Microsoft Visual C++ 2010 SP1 Redistributable Package (x86)
*In case of installed x86 version

(3)Uninstall Microsoft Visual C++ 2010 SP1 Redistributable Package (x64)
*In case of installed x64 version
*To uninstall, other application which is using x64 version may not be worked properly.

(4)Restart PC

(5)Install "Microsoft Visual C++ 2010 SP1 Redistributable Package (x86)" by selecting [Run as administrator]
(Reference:http://www.microsoft.com/en-US/download/details.aspx?id=8328)

(6)Install "vApp" by selecting [Run as administrator]
*If following message display during installing, please select [Yes] or [Install]

Would you install "Ubiquitous Client Virtual NIC"?

After completed above re-installation procedure, please retry to connect.

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I cannot connect to a destination UserNetwork.

If you cannot connect to a destination UserNetwork, check your settings by following the steps below.

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I cannot connect properly.

We have prepared several answers for different usage patterns of the service. Click "See More" for details.

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I cannot connect to the Virtual Network via vApp.

If you cannot successfully connect to the virtual network via vApp, please follow the steps below to check the settings.

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In case the VPN connection is lost for some reason, can it be automatically reconnected?

In case the VPN connection is lost for some reason while using vAdapter, connection is automatically retried. For vApp, you need to perform reconnection because authentication is required.

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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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On which OS does vApp run?

vApp runs on the following OS'es.
[Windows] 7 / 8.1 / 10 
[Android] 4.0 / 4.1 / 4.2 / 4.3 / 4.4 / 5.0 / 5.1 / 6.0 / 7.0 / 8.0
[iOS] 6.1 / 7 / 7.1 / 8 / 8.1 / 9 / 9.1 / 10 / 11
[MacOS] 10.9 / 10.10 / 10.11 / 10.12 / 10.13

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About vApp authentication option settings.

Please confirm following vApp authentication option settings.

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About the necessary information when the connection to vApp(MacOS) is not available.

When you cannot connect to the virtual network via vApp (MacOS), please contact us after acquiring the information from [A] to [C] below.

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