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TOP FREQUENTLY ASKED QUESTIONS

What is the difference between pre-set rules/channels and custom rules?

Pre-set rules (or channels) are rules we've set up for you for the most popular services. Simply enable the services you require to start using them. Custom Rules let you define your own rules with multiple filters inside each rule for filtering traffic.

What is the difference between a rule and a filter?

A Rule contains one or more filters. So, first your create a rule name with a description, and add any filters to redirect, ignore or block your internet traffic to other countries.

How do I create a custom rule?

Go to the My Rules page and click Add Rule. You'll see a long list of pre-defined rules, at the bottom of this is a button Add custom rule. Click Add Custom Rule.

You'll be shown the basic custom rules page. This lets you add a single filter in the rule. If you click Advanced Settings you can add multiple filters with many more options.

Custom Rules
First, add a name and description for your rule. Next, select whether you want encryption turned on or off. Next, select whether you want to filter an Application or a website. For an application, type the executable name eg, skype.exe For a website, type the website URL.

Note: You can use the wildcard * to represent one or more characters. eg. *google* will match google.com, google.co.uk, google.cn, drive.google.com, plus.google.com, plus.google.co.uk and so on

Next, enter the location you want this rule to redirect traffic to.

Click Save Custom Rule

Advanced Settings
Advanced settings let you alter many more settings and also add more than one filter in to a rule. If you entered any information in the basic rule screen, that information will be shown as a filter in the Advanced Settings.

To change any settings in this filter, click the wrench icon. Click any item in the filter to be changed, then click OK to save the changes.

Action: Redirect - if you want the filter to redirect the traffic. Block - if you want this filter to block traffic. Ignore - if you want this filter to ignore traffic.

Domain: Optional - Enter a domain you want to redirect, block or ignore. The wildcard * can be used which represents one or more characters.

IP Address: Optional - Enter an IP range you want to redirect, block or ignore. If you want to choose a single IP address, eg. 1.2.3.4, then enter 1.2.3.4 in both boxes.

Process: Optional - Enter the process name of the application you want to redirect, block or ignore. Wildcards can be used.

Port: Optional - Enter the port range you want to redirect, block or ignore. If you want to choose a single port, eg. 90, then enter 90 in both boxes.

If you want to create multiple filters in a rule, click the Plus icon to add another filter. Each filter is given the same weight.

Click Save Custom Rule to finish. Next time you want to edit a custom rule, the changes are saved instantly.

What encryption does HideAway use?

HideAway uses AES encryption with OCB block cipher mode of operation.

AES-128 used is 128 bit for speed gains of around 40% over 256 bit AES. You won't gain anything by using 256bit AES, it just sounds better. On a trillion computers, that each could test a billion keys per second, it would take more than two billion years to recover an AES-128 key.

OCB is used because it's twice as efficient as more conventional ways to encrypt with authentication, and it enjoys provable security.

Encryption keys are uniquely regenerated when you login.

Is HideAway secure against VPN leaks?

Yes, you can test this at ipleak.net when connecting to another country if you were to select one of the pre-set rules in HideAway to redirect your computer to another country.

If you were to make a custom rule and just re-directed your internet browser, then you'll notice that it fails the DNS leak test. You'll need to also redirect port 53 which DNS queries run through to prevent this. The reason this happens is because HideAway makes specific redirect rules for different applications, but Windows has other processes running called 'svchost.exe' which leak your IP address through DNS. If you didn't want to redirect port 53, then you could make a filter for the process 'svchost.exe' and redirect this to your chosen location.

If you run the torrent address test, you'll notice that fails, unless you've added your torrent client process name to a rule.

How does the licensing work?

Each license key allows a single user to use HideAway on one computer, but the license is concurrent. This means you can use HideAway on multiple computers, but when you use your license on a 2nd computer, HideAway will pause functioning on your 1st computer. If you wish to use HideAway on more than one computer at the same time, then you will need to purchase additional licenses.

The renewal cost of HideAway is the same as a new license at the date of renewal.

Known issues?

IPv6 is not supported yet.

Kaspersky Antivirus will prevent HideAway installing and working properly. See HideAway Support >> FAQs >> Troubleshooting >> HideAway crashes after install - Users of Kapersky Antivirus.

If upgrading to Windows 10 with HideAway previously installed, HideAway will crash when running. The solution (at this stage) is to uninstall HideAway, restart your PC, install HideAway, then restart your PC again.

ABOUT HIDEAWAY

What is a VPN/encrypted tunnel and why use it?

VPN is a technology to pass network traffic via an encrypted tunnel. It provides secure access to the internet and guarantees anonymity and privacy.

Since it connects you via the secure tunnel to a server located elsewhere, this means you are able to access blocked or restricted websites.

This also means your actual location is hidden since it looks like all your internet traffic comes from the country you're connecting through.

How does HideAway work?

HideAway intercepts your internet traffic and diverts it to different countries according to the rules you have setup.

For example, if you live in Greenland and you want to watch Netflix, then when you go to Netflix.com it will divert the Netlfix traffic to USA, likewise if you want to watch Sky Sport in the UK, then that portion of the internet traffic will be diverted to the UK.

HideAway can also be used to divert traffic from applications, like your internet browser or email program, or used to block or ignore traffic too.

It's like a flexible filter for your internet traffic, allowing you to divert internet via different countries, ports or IP address for websites and applications.

What makes HideAway different from a VPN?

HideAway has been engineered with flexibility, speed and security in mind. With a VPN you're limited to connecting your entire computer to a single country, so your entire computer looks like its in another country therefore with some VPN's, things like local harddrives, printers, security cameras stop working.

With HideAway, while you can tunnel your whole computer it won't interfere with local harddrives, printers and security cameras as with some other VPN's.

HideAway gives you more flexibility to create rules to only redirect certain websites or applications and block or ignore others.

Additionally, HideAway is connectionless, so you don't need to connect and disconnect to the overseas servers. Just setup your rules and continue with your work.

Speed is another factor where HideAway shines over a VPN. VPN's usually slow your traffic by around 30%, but HideAway doesn't interfere with your internet speeds, and in many cases will increase it as it gets around your internet providers traffic management.

More info can be found here.

What things can I do with Hideaway?

1. Connecting to different countries means you can access geo-blocked or restricted content you couldn't otherwise access, such as video on demand, sports, movies, games and music which might be blocked in your country.

2. HideAway also lets you redirect software applications to different countries, and block unwanted websites and software too.

3. You can create your own custom rules to redirect your internet traffic elsewhere as you choose.

4. Since you don't lose speed or increase latency with HideAway, it's perfect for games and streaming video.

5. HideAway masks your IP address and encrypts your internet traffic so you can browse the internet in complete anonymity.

6. HideAway will keep your wifi connection secure when you're connecting to public wifi spots while using non secure websites and email.

Is HideAway free to use?

HideAway will keep working forever, but every 30 minutes it will pause for 5 minutes in an attempt to convince you to buy a license key which will remove this restriction. Also, when you use HideAway for the first time, you get 45 minutes before it pauses.

Which countries do you have servers in?

USA (5 sites), Australia (2 sites), UK, Netherlands, Germany, France, Switzerland, Turkey, Sweden, Canada (2 sites), Denmark, Russia, Japan, Singapore, South Korea so far. If you want to connect to a country which is not listed, let us know at support@firetrust.com.

INSTALLATION AND SETUP

What Operating systems does HideAway run on?

Windows 7, Windows 8 and Windows 10

Where can I download HideAway?

You can download HideAway here.

How do I run it once it's installed?

HideAway will run automatically after instalation, but you'll also see it in Program Files >> Firetrust >> HideAway, or in Windows 8 and 10 just type HideAway to search for it.

Why do I need to have a Firetrust Login with HideAway?

You need a Firetrust Login (email address and password) to authenticate yourself for licensing and your own privacy. If you already have a Firetrust Login from using one of our other products (eg MailWasher Pro, MailWasher Mobile or EncryptUs), then use that.

Can I share my login details with others?

No, your login details are your own. If someone else logs on with your ID, then you'll get disconnected and will need to re-login, and they'll then be disconnected. Each license allows one concurrent user (one user logged in at a time), so an extra license will need to be purchased if you wish to use it on another computer at the same time.

What is HideAway checking when it starts up?

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PRE-DEFINED RULES

What is the difference between pre-set rules/channels and custom rules?

Pre-set rules (or channels) are rules we've set up for you for the most popular services. Simply enable the services you require to start using them. Custom Rules let you define your own rules with multiple filters inside each rule for filtering traffic.

How do I add a pre-set rule?

Go to My Rules, then click the button 'Add Rules'. Search for the rule you want, then click the 'Add' button next to it. You'll be prompted to set a location for the internet traffic of this rule to go through.

When selecting a location, click the region drop down and select the location, next select if you want HideAway to choose a server, or you manually select a server in that location.

Once you've selected a location, the rule will be added to the 'My Rules' screen. You'll see on the right an 'Action' area. The Action area uses actions as follows.

Shield: Encryption of the connection can be enabled/disabled
Check mark: Rule can be enabled/disabled
Location: The location for redirecting the rule can be changed
Trash bin: Deletes the rule
Spanner (only for custom rules): Change the filters inside the custom rule

What is a pre-set rule?

A pre-set rule is one which has been setup so you can instantly use such services like Netflix, Hulu, and many other entertainment channels which may be geographically blocked.

CUSTOM RULES

What is a custom rule?

Custom Rules let you define your own rules with multiple filters inside each rule for filtering traffic. Each filter can either redirect, block or ignore traffic, using ports, IP address, website or process name.

The wildcard * is supported for website and process name.

What is the difference between a rule and a filter?

A Rule contains one or more filters. So, first your create a rule name with a description, and add any filters to redirect, ignore or block your internet traffic to other countries.

How do I create a custom rule?

Go to the My Rules page and click Add Rule. You'll see a long list of pre-defined rules, at the bottom of this is a button Add custom rule. Click Add Custom Rule.

You'll be shown the basic custom rules page. This lets you add a single filter in the rule. If you click Advanced Settings you can add multiple filters with many more options.

Custom Rules
First, add a name and description for your rule. Next, select whether you want encryption turned on or off. Next, select whether you want to filter an Application or a website. For an application, type the executable name eg, skype.exe For a website, type the website URL.

Note: You can use the wildcard * to represent one or more characters. eg. *google* will match google.com, google.co.uk, google.cn, drive.google.com, plus.google.com, plus.google.co.uk and so on

Next, enter the location you want this rule to redirect traffic to.

Click Save Custom Rule

Advanced Settings
Advanced settings let you alter many more settings and also add more than one filter in to a rule. If you entered any information in the basic rule screen, that information will be shown as a filter in the Advanced Settings.

To change any settings in this filter, click the wrench icon. Click any item in the filter to be changed, then click OK to save the changes.

Action: Redirect - if you want the filter to redirect the traffic. Block - if you want this filter to block traffic. Ignore - if you want this filter to ignore traffic.

Domain: Optional - Enter a domain you want to redirect, block or ignore. The wildcard * can be used which represents one or more characters.

IP Address: Optional - Enter an IP range you want to redirect, block or ignore. If you want to choose a single IP address, eg. 1.2.3.4, then enter 1.2.3.4 in both boxes.

Process: Optional - Enter the process name of the application you want to redirect, block or ignore. Wildcards can be used.

Port: Optional - Enter the port range you want to redirect, block or ignore. If you want to choose a single port, eg. 90, then enter 90 in both boxes.

If you want to create multiple filters in a rule, click the Plus icon to add another filter. Each filter is given the same weight.

Click Save Custom Rule to finish. Next time you want to edit a custom rule, the changes are saved instantly.

SPEED TEST

What do the speed tests show me?

The speed test will show you the Ping time to each server which is a measure of latency (how long it takes for a packet of information to go to the server and back). Upload and download speed show the connection speed.

How do I do an independent speed test?

To do a consistent speed test, load up a browser rule in HideAway like chrome.exe to redirect to one of the servers through Hideaway. Go to www.speedtest.net, and start the test - do it 3 times for consistency. , Next, disable the chrome rule in Hideaway and do the exact same test (‘Test Again’ button) so traffic is not going through Hideaway but is using the same test server. Do this 3 times for consistency. This should give you some results you can compare with and without HideAway.

WATCHING MOVIES, SPORTS, VIDEO, MUSIC, GAMES ETC...

How can I watch Netflix?

Netflix is pretty popular due to it's large catalog of movies and tv series. You can use the preset rule for Netflix in HideAway, just be sure to select a US server if you want to watch Netflix in the USA.

How do I signup to a Netflix account?
There's a couple of ways.
1. You can signup at www.netflix.com but you will need a US credit card and address. We've had luck with using our own address but using a US zip code (search online for a valid zip code eg 90210), then entering our credit card which was later declined, but we tried it a few more times and it was accepted.
2. Signup at www.netflix.co.uk where foreign credit cards are accepted, then login to www.netflix.com
3. Search for a US pre-paid credit card.

How can I watch Hulu Plus?

There's a couple of ways.

1. You can signup at www.hulu.com but you will need a US credit card and address. We've had luck with using our own address but using a US zip code (search online for a valid zip code), then entering our credit card which was later declined, but we tried it a few more times and it was accepted.

2. Search for a US pre-paid credit card

Are these services free through HideAway?

No, most of these services are subscription based. HideAway only gives you the means to access them from your location if it is geo blocked.

How do the video streaming rules work?

For efficiency, HideAway authenticates your connection through the video streaming websites, then the actual streaming goes directly through to your internet connection so you get the maximum speeds. This also means congestion on HideAways servers is minimized so all users get the maximum speeds.

Hulu thinks I'm using ad blocking software

The way HideAway is configured, during advert breaks on Hulu.com you may get a message that the adverts are blocked. This will appear for about 60 seconds and then continue on with the program.

LICENSING

How is HideAway licensed?

Each license key allows a single user to use HideAway on one computer, but the license is concurrent. This means you can use HideAway on multiple computers, but when you use your license on a 2nd computer, HideAway will pause functioning on your 1st computer. If you wish to use HideAway on more than one computer at the same time, then you will need to purchase additional licenses.

The renewal cost of HideAway is the same as a new license at the date of renewal.

Are there any special EULA provisions?

In relation to encryption, the OCB encryption license excludes use by the US Military (unless we pay the creator of the patent some money). License is here.

How do the device profiles work?

If you want to use HideAway on more than one of your computers at the same time, you'll need more than one license key. When you enter a license key, a master profile is created. If you use this master profile on a 2nd computer, HideAway will pause working on the initial computer, or you have the option of entering a license key for the 2nd computer and creating a new profile name.

Each device profile is unique in that it has it's own rules.

What is the refund policy?

Due to the cost of running a VPN service, the no questions asked, money back guarantee refund period is 7 days after purchase. Email support@firetrust.com if you would like a refund.

How does the trial version work?

In trial mode, HideAway works for the first 30 minutes, then it will pause for 5 minutes, and then resume for 15 minutes, then pause for 5 minutes, resume for 15 minutes and so on. This give you a chance to trial the software, and to stop the pauses, a license can be purchased.

How do I add my 2nd license key to my other computer?

When you start HideAway and you'll be prompted to login, by default you'll be shown the 'Master' device profile. You can select this or you can setup a new device profile - "Add this computer", then type in the name. Add a license key for each profile.

SECURITY

What encryption does HideAway use?

HideAway uses AES encryption with OCB block cipher mode of operation.[br][br] AES-128 used is 128 bit for speed gains of around 40% over 256 bit AES. You won't gain anything by using 256bit AES, it just sounds better. On a trillion computers, that each could test a billion keys per second, it would take more than two billion years to recover an AES-128 key.[br][br] OCB is used because it's twice as efficient as more conventional ways to encrypt with authentication, and it enjoys provable security.[br][br] Encryption keys are uniquely regenerated when you login.

Why would I turn off encryption?

Encryption has a bit of overhead, so if you were not concerned about encrypting some of your internet traffic to some websites, then you could turn off encryption and you would gain a small speed advantage.

How do I enable/disable encryption?

For each rule, in the ACTION section you will see a shield. If you click the shield it will either enable encryption (red shield) or disable encryption (white shield) for that rule.

What is the speed difference from using or not using encryption?

We've not seen a noticeable speed decrease with encryption used, and in some cases you may see an increase because some ISP's use traffic shaping technology to slow down different types of internet traffic at peak times of the day, eg streaming video and torrents.

Is HideAway secure against VPN leaks?

Yes, you can test this at ipleak.net when connecting to another country if you were to select one of the pre-set rules in HideAway to redirect your computer to another country.

If you were to make a custom rule and just re-directed your internet browser, then you'll notice that it fails the DNS leak test. You'll need to also redirect port 53 which DNS queries run through to prevent this. The reason this happens is because HideAway makes specific redirect rules for different applications, but Windows has other processes running called 'svchost.exe' which leak your IP address through DNS. If you didn't want to redirect port 53, then you could make a filter for the process 'svchost.exe' and redirect this to your chosen location.

If you run the torrent address test, you'll notice that fails, unless you've added your torrent client process name to a rule.

What about DNS leaks?

If you use a rule to redirect your whole computer through another country then you won't get any dns leaks and we use Google DNS for our DNS provider.

If you only redirect your browser through a different country then you will get DNS leaks. Since Windows has other processes running called 'svchost.exe' which leak your IP address through DNS port 53, then just activate the 'DNS Leak' rule in the preset rules area.

How do you turn off location in your web browser?

Location services in web browsers can reveal your location to different websites, and although HideAway will stop websites from revealing your location via IP address, web browsers can still reveal it via location services inside the browser.

Here's how to prevent this.

Internet Explorer: here. Firefox: here. Google Chrome: here.

MISCELLANEOUS

What protocols does HideAway use?

HideAway uses UDP and TCP, and encrypts them if the user has selected encryption.

Known issues?

IPv6 is not supported yet.

Kaspersky Antivirus will prevent HideAway installing and working properly. See HideAway Support >> FAQs >> Troubleshooting >> HideAway crashes after install - Users of Kapersky Antivirus.

If upgrading to Windows 10 with HideAway previously installed, HideAway will crash when running. The solution (at this stage) is to uninstall HideAway, restart your PC, install HideAway, then restart your PC again.

Do you keep logs of my activity?

No, we do not log any of your activity online.

How much traffic can I use?

There are no limits to the amount of internet traffic you can use with HideAway.

Issues with HideAway and Windows 10 Upgrade

If upgrading to Windows 10 with HideAway previously installed, HideAway will crash when running. The solution (at this stage) is to uninstall HideAway, restart your PC, install HideAway, then restart your PC again.

TROUBLESHOOTING

HideAway crashed - my internet is gone.

If HideAway were to ever crash, there is a slim possibility it will take your take your internet down with it. To fix this, Go to Control Panel, then open 'Network Connections', click 'Change Adaptor Settings', then click on your network icon (WiFi or Local Area Connection) and click the button above - 'Disable this network device' and then click 'Enable this network device', and your internet will be back working.

I cannot create process based rules, and I use Kaspersky.

Kaspersky has a feature called NetLimiter which puts all processes through it to measure how much traffic each application uses.

The best thing would be to create a bypass for HideAway.exe as a trusted app so it's not monitored.

See here.

I get 'HideAway is already running' error when trying to start HideAway.

Hideaway starts with Windows and runs in the background. To bring up the HideAway user interface, just click on the black shield icon in the system tray at the bottom right of your screen (click the small white up arrow and you'll see the black shield icon).

If you press the X to close HideAway, it will minimize to the system tray. Right click on the icon and select quit to close HideAway down.

HideAway crashes after install - Users of Kaspersky Antivirus.

We've come across a conflict with Kaspersky AV (which we'll call KAV) which causes HideAway to crash after installation. The problem is that a feature within KAV prevents the network driver HideAway needs from being installed. I believe this feature is working as intended and that we just need our network adapter whitelisted by KAV.

The temporary solution until we hear back from Kaspersky, is to disable the Self Defence feature when installing AND uninstalling HideAway. You can do this in Kaspersky via Settings >> Additional >> Self Defence.

We cannot stress enough too that if anyone does this, you must ensure this feature is disabled in KAV when uninstalling HideAway otherwise you will have a loss of internet. The fix for this is to go into Control Panel >> Device Manager >> under Network Adapters select any and press the Delete key >> answer Yes to the warning >> once removed then go Action >> Scan for hardware changes >> this will add your network adapter back.

A second, but less desirable solution is to install AND uninstall HideAway via Safe Mode.

HideAway doesn't seem to be redirecting my web browser traffic.

If you have enabled a browser rule, go to the Traffic screen and look for traffic to start coming through that rule. Go to your web browser and load any page and check back in the HideAway Traffic screen.

You may need to restart your web browser as some web browsers can hold on to previous connections for a while.

If you still can't see any traffic coming through HideAway, please uninstall and re-install HideAway.

I can't send email.

Our servers do not block any emails, but because your computer is redirected to another country your ISP will mostly likely block emails being sent on their network (due to spammers abusing this).

Here's some solutions:

1. Add an Exclude Rule for your email program in HideAway.
2. Change the port in your email program from 25 to 587 or 465 (with SSL/TLS if it's supported) and make sure it uses authentication when sending emails.

support@firetrust.com can help you with any details.