Complaint

[DigitalPurchase]

We are evaluating PDF-XCHANGE for our clients. Seems like a reasonable product.

Now for the complaint....

Using EXPRESS VPN in America I am not able to reach this forum. What that means is that for all users behind our VPN Client software at the firewall level they cannot vikew the documentation of ask a support question.

My view is that this not the appropriate approach -- VPN access needs to be allowed or larger clients will not purchase.

[Daniel - PDF-XChange]

Hello, DigitalPurchase

We do not block VPN connections on our forums, though our system will automatically block specific IP addresses if suspicious activities are detected from them. Many times VPN's will use a shared pool of IP addresses, and in some cases, a few of these addresses can be compromised by a group of users misusing them, causing issues like this on numerous websites for others who subscribe to that same VPN. The best thing you can do is let us know the IP address so that we can take a look on our end, but also, forward this information to the VPN provider yourself, and inform them that the IP address you received while browsing may have been be compromised and unusable on a few websites.

If you could please email us with a screenshot of the IP information that appears on the below page (when you cannot access the forums, as most VPNs have systems that switch your IP periodically), we should be able to unblock that IP address.

https://whatismyipaddress.com/

Kind regards,

[DigitalPurchase]

Here is the scenario...

https://forum.pdf-xchange.com/viewforum.php?f=62 is the support forum

If the VPN is active the login fails every time.

If the VPN is turned off then login is accepted and I can post and read.

We use VPN servers in Chicago, Dallas, Houston, Los Angles and New York provided by Express VPN. My understanding is that there are multiple servers in all of those locations. I have no idea of the IP address because it changes throughout the day -- part of our internal security protocol.

This has happened with several financial institutions and one credit agency. In all cases that were investigated there was some impediment to valid connection. My term 'block' was probably a poor choice. I shoujld say 'cannot logon' instead.

[Stefan - PDF-XChange]

Hello DigitalPurchase,

Please try to turn the VPN on, then try to log in into the forums.
If the log in fails - at that same time please click and open the page from Dan's earlier post:
https://whatismyipaddress.com/
And let us know what you see in there.

We will need the information from that page to be able to unblock the specific IP that is causing you problems.

Kind regards,
Stefan

[DigitalPurchase]

The IP failure moments ago was

image.png

You apparently did not read my post carefully. This event occurs when we use VPN exit points in New York, Chicago, Dallas, etc.

Every VPN exit point for Express VPN fails the logon process.

Just your site and a credit agency and one bank. The rest of our communications occur without issue.

[Stefan - PDF-XChange]

Hello DigitalPurchase,

Thanks - that IP is NOT in the black list for our forums. Our Web devs just checked and there are no restrictions on our side. We can actually see several correct HTTP requests from that IP to the forums, and those were served correctly.

So we suspect that it is either the VPN service, or something on your machine.

Are there any tools in your browser that auto fill in your username and password for our forums? Maybe those work differently when you are connected directly and through the VPN?

Kind regards,
Stefan

[Daniel - PDF-XChange]

Hello, again

Some Further investigation lead us to find the cause of the issue you are seeing. The trouble here is that your IP address appears to be changing very rapidly (every few seconds)... Unfortunately, the only solution to that would be to make a larger change to how we maintain user session, which would in turn lead to a large security hole on our forums.
This is not something that we can do, and so, if you need to access to forums, you will want to ensure you disable the VPN, or configure it to change your IP address much less frequently (for example, only once every 30-60 minutes), giving you time to sign in and write a post before it changes and your login session is lost.

I should also note that while the forums are a great place for items that can be discussed publicly like (feature requests/suggestions and basic bug reports), most larger companies (which you have lead me to believe some of your clients may be) in our experience, prefer not to share their sample documents and screenshots of internal files in a public area such as a forum. As such, their primary means of communicating with us should be email, which would not have this issue, and will see replies just as fast as (if not faster than) a post on the forums would. I see no reason that a company policy on your end tripping a common security method on our end would be a reason for them to avoid our software while there is another, potentially better, method of communicating for their needs, already present.

Kind regards,

[DigitalPurchase]

Thank you for your response.

Our clients use router level exit protocols with OpenVPN to provide coverage for all internal users. Over time I expect that this method will become dominant -- sort of like a reverse firewall. Users have no ability to change those settings, only network administrators.

You are incorrect regarding support -- clicking on the support option in your software leads to this forum which requires a logon process which fails because of the VPN protocols in place. Our view, and the actual fact, is that support is thus not available for the users.

FYI, this particular thread interaction is facilitated only because I have gone outside the organization with a personal device to communicate.

The result is actually too bad since the product seems good and full featured. Consequently we have withdrawn a PO for next year for a fairly substantial licensee purchase.

I would encourage your to rethink your approach to providing coverage.

Thank you for your assistance.

[Daniel - PDF-XChange]

Hello, DigitalPurchase

Your concerns have been presented to the CEO of Tracker Software/PDF-XChange Co. LTD for consideration, Perhaps he will see fit to enact some changes in time after some consideration, but at this junction I cannot offer any promises.

Kind regards,

[DigitalPurchase]

Thank you for your response instead of 'quiet'.

Customer interaction is usually a good way of recognizing how the product is used and what improvements could be made.

Unfortunately this product has been removed from our evaluation and recommendation list. We serve the mid-sized business community and security is a important value for them. VPN usage at the gateway level is the most cost effective protection for that class of customer.

[Daniel - PDF-XChange]

Hello, DigitalPurchase

I understand that, though we do already have millions of clients, many of which are larger companies such as NASA, Intel, Roche, and many more. None of which have expressed any issues with the security system that we have in place to protect your data, and most of happily communicate to us both Via email, and here on our forums.
You can find a list of many of our happy and large name clients listed (with their consent) here: https://www.pdf-xchange.com/clients

Kind regards,