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TOP FREQUENTLY ASKED QUESTIONS

What encryption does HideAway use?

HideAway uses AEAD. AEAD stands for Authenticated Encryption with Associated Data. AEAD ciphers simultaneously provide confidentiality, integrity, and authenticity. They have excellent performance and power efficiency on modern hardware.

Specifically, HideAway uses ChaCha20-Poly1305 encryption with 256bit key size, 96bit nonce size and 128bit MAC size. Secret keys are generated randomly per every connection and a nonce to keep data confidential. This verifies data has not been tampered with and includes replay protection.

HideAway also encrypts the destination IP address and port and DNS queries.

ChaCha20 is around three times as fast as AES on platforms that lack specialised AES hardware and is also not sensitive to timing attacks. Poly1305 is a high-speed data authentication code.

Is HideAway secure against VPN leaks?

Yes, you can test this at ipleak.net when connecting to another country using HideAway to redirect your entire computer to another country.

If you only just re-direct your internet browser or another application, then you'll notice that it fails the DNS leak test. 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. You'll need to also redirect port 53 which DNS queries run through to prevent this. 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.

How does the licensing work?

Each license key allows a single user to use HideAway on up to 3 devices, but the license is concurrent. This means you can use HideAway on multiple computers, but when you use your license on a 4th computer, HideAway will pause functioning on your 1st computer. If you wish to use HideAway on more than three computers 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.

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 rule you have selected.

For example, if you live in Greenland and you want to watch Netflix, then you can select the Netflix rule. We'll be releasing an update soon which will let you direct different websites and applications to different countries at the same time, such as described below:

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 might stop working.

With HideAway, while you can tunnel your whole computer it won't interfere with local hard drives, 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. (Coming soon)

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. (Coming soon)

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

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 15 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, Australia, UK, Netherlands, Germany, France, Switzerland, Finland, Canada, Japan, Singapore, New Zealand 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.

Can I share my license key with others?

No, your license key details are your own. If someone else uses your license key, 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.

PRE-DEFINED RULES (COMING SOON)

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 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 (COMING SOON)

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.

SPEED TEST (COMING SOON)

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). At the moment this is shown on the main HideAway user interface when you redirect to a country. 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.fast.com, 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...

What can I watch via HideAway?

You can usually watch blocked content via HideAway although some services are continuously blocked like Netflix, although we plan on some work arounds in the future. You can watch BBC iPlayer though.

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.

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 15 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.

SECURITY

What encryption does HideAway use?

HideAway uses AEAD. AEAD stands for Authenticated Encryption with Associated Data. AEAD ciphers simultaneously provide confidentiality, integrity, and authenticity. They have excellent performance and power efficiency on modern hardware.

Specifically, HideAway uses ChaCha20-Poly1305 encryption with 256bit key size, 96bit nonce size and 128bit MAC size. Secret keys are generated randomly per every connection and a nonce to keep data confidential. This verifies data has not been tampered with and includes replay protection.

HideAway also encrypts the destination IP address and port and DNS queries.

ChaCha20 is around three times as fast as AES on platforms that lack specialised AES hardware and is also not sensitive to timing attacks. Poly1305 is a high-speed data authentication code.

Why would I turn off encryption?

Traditionally 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 tiny but probably unrecognizable speed advantage. The encyption that HideAway uses takes nanoseconds to encrypt/decrypt so it has a negligible effect on speed.

How do I enable/disable encryption?

Check/uncheck the box 'Encryption'

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?

Yes, you can test this at ipleak.net when connecting to another country using HideAway to redirect your entire computer to another country.

If you only just re-direct your internet browser or another application, then you'll notice that it fails the DNS leak test. 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. You'll need to also redirect port 53 which DNS queries run through to prevent this. 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.

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?

None currently

Do you keep logs of my activity?

No, we do not log any of your activity online.In fact, HideAway does not have any logging programmed in to it, so we wouldn't be able to turn it on because it doesn't exist!

How much traffic can I use?

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

TROUBLESHOOTING

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

Some users of Kaspersky Antivirus may find it interferes with HideAway when redirecting to other countries. You will need to test by going to an IP address website like ipinfo.io and also testing for DNS leaks via ipleak.net