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Reports 'Not connected' when using WiFi only.


SAS

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Cannot use Privacy on my home WiFi network but it works fine on 4G.

Opening the App on WiFi I get "You are Offline" 'Go online to connect privately', although I can browse and use other phone apps without issue proving I am actually connected.

Privacy on PC via LAN & WiFi works without problem.

 

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  • Staff

Hello,

 

Thanks for reaching out! My name is Meagan and I will be assisting you with this issue. To start, can you please upload diagnostic logs here so that I can review? A screenshot of the error you are receiving will be helpful as well. 

Here is how to upload the diagnostic logs - https://support.malwarebytes.com/hc/en-us/articles/1500012795722-Collect-diagnostic-data-in-Malwarebytes-Privacy-for-Android-devices

If you run into any issues or have any additional questions, please let me know. 

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  • Staff

Hello,

Thank you for uploading the diagnostic logs. I have a few questions for you so I can understand the scenario better, I apologize in advance if this is a lot at once 😀

You currently have two Android devices that are using Privacy, is that correct? It looks like the device you sent the diagnostic data on is in contact with our system but another hasn't been in contact since 7/31/21.

Does this error occur as soon as you open the app or after you try to establish a connection? Are you able to get a connection while trying a server different from Paris?

I would also like you to check your Android VPN settings. You can follow this Google KB but your device may differ. It's possible this setting would also be under Settings > Connections > More connection settings

https://support.google.com/android/answer/9089766?hl=en#zippy=%2Cconnect

You mentioned you can access Privacy fine on the PC with wi-fi, just to be sure are there any additional firewalls you can think of that may be causing an interference? Any other 3rd party VPN, AV, security software on your phone? How long has it been since you rebooted your router/modem?

Thank you and I look forward to hearing from you!

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Hi Meagan, so ..

First off MBP is used occasionally on two Android Phones and is installed on a PC and Laptop (used more often) but none are ever left in an active state.

2. The error occurs on both Androids only and at the time of making a connection via WiFi but not 4G.

3. If the phone setup was an issue I would expect a problem with both WiFi and 4G connectivity. However, Google KB9089766 made no difference.

4. 👉I have no additional firewalls on my LAN, however Google primary and secondary DNS is blocked on my main router.

5. Network gets rebooted often (electricity failures here are common) :/

6. There no other VPN services installed on these phones or LAN.
 

James

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  • Staff

Hi James,

Thanks for the detailed information, much appreciated.

Since both of your devices are having this exact same error and connection issue, I am leaning towards a network configuration being the problem and would like to troubleshoot that area first. I am also seeing network related errors in the diagnostic logs you provided.

Would you be able to remove the Google DNS blocks from your router and test the VPN connection with both of your phones to see if you can get a connection while on wi-fi?

Also, could you please send diagnostic logs from your second phone so that I can compare? The ticket that was generated from your email with the logs is https://mwb.zendesk.com/agent/tickets/3544051

I will send you an email response from the ticket so you can respond with the logs just in case you no longer have the email for that. If easier, we can also work from the ticket or continue to work together here on the forums.

I hope you have a great weekend!

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Hi Meagan,

Removing the Google DNS Block restored WiFi connectivity for MBP on the Android phones.

Unfortunately I need to retain this DNS block in place.

There is no option to use alternate DNS on the Phone App., so I presume it's triggered to use 8.8.8.8

Perhaps you could ask why this is unique to Android as the issue is not present using WiFi on PC/Laptop?

James

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  • Staff

Hi James,

Thanks for the confirmation. 

Yes, we do check Google DNS 8.8.8.8 to determine if the user is connected to the internet, that is the difference between the Privacy app for PC and Android.

I can see if we have any plans for the future to add a backup case (additional/different DNS check) or if there are plans to add the "Alternate DNS" setting to the Android app. Please allow me some time to inquire and I will follow up with you later this week.

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  • Staff

Hi James,

Thank you for your patience on this while I inquire. The "Alternate DNS" setting for the Android Privacy app has not been reviewed so I have no eta on when and if that would be added to the app in the future. However, I did submit an improvement request to see if a fallback DNS check can be added but this will take approval and of course time for dev and QA to work on and test if approved. 

If you would like I can follow up with you when I get an update for the improvement request so you are not left hanging. Are you able to workaround this for a few months?

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HI Meagan,

Thanks for the update. Yes, please keep me informed.

I am a little concerned that it was not considered in the Phone App bearing in mind that it is included in the Desktop model for good reason.

In my opinion it is a vital componant that should be considered for inclusion in the Phone App at the earliest. 

Indeed I can work around it but ultimately I may have to consider an alternative phone solution.

I look forward to hearing from you.

James

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  • Staff

Hi James,

I completely understand your concern. I will say that even the Windows app did not come out of the box with the "Alternate DNS" setting and was something that was added over time, in addition to other settings like "Kill Switch". We just released the Privacy app for Android not too long ago and will be building it the same way where additional settings will be added but not all at once. 

I appreciate your understanding and flexibility to work around this until we have a better solution for you. I will definitely follow up once I see movement towards this functionality.

In the meantime, if you have any other questions or concerns, please don't hesitate to reach out. I hope you have a wonderful weekend!

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  • 2 weeks later...
  • Staff

In addition to what Meagan said, please note that not everything that is possible on one platform is possible on another, because of differences in functionality allowed by the platform. Existence of a feature on one platform does not imply that it can or will be done on others. As an example, the connection rules that are possible on Windows are not fully possible on Mac (requiring the VPN for an app is possible, but letting one app bypass the VPN is not), and probably the same will be true in our mobile Privacy apps.

Although I don't foresee any blocker for implementing Alternate DNS on Android, and believe it should be possible, I can't say that for sure that it can be done until Engineering has weighed in on the feature.

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Thanks for the response Thomas, it is much appreciated.

I understand there may be difficulties in cross-platform development of Applications and accept that some functions may not be possible.

However, I will point out that some competitor VPN Apps (Android) do not exhibit the same LAN limitations currently experienced with MBP through non-access to Google public DNS.

In addition, there are many users today who prefer to block Google DNS on their LAN for a variety of privacy/add-tracking/location reasons.

Hopefully Engineering will come up with the solution. 🤞

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  • 1 month later...
  • Staff

Hi James,

I hope you have been well. I wanted to reach out and update you that development is currently working on a possible solution to this, not exactly in the form of an "Alternate DNS" setting but more on the back end. As soon as this is completed, I will let you know what the outcome is.

If you have any questions in the meantime, please let me know and I hope you have a great day!

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  • 4 months later...
  • Staff

Hello James,

I hope you have been well!

I wanted to follow up to inform you that our latest Privacy for Android release, version 1.6, includes a fallback DNS that we will use for checks in the case that a user (like yourself) is blocking Google's DNS. This has been pushed out to the Google Play Store so you should see the update available. 

Please let me know if you run into any issues. Thanks!

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