I am unable to connect and my connection icon shows a red arrow.

Please contact our Support and send connection log:

Support ticket

CONNECTION LOG:

Windows O/S:
Double click the small StreamVPN icon in your system tray (usually the bottom right of your screen) to reveal the log, then select all log text (CTRL-a), copy (Ctrl-c) and paste (Ctrl-v) the complete log details into an email to us.

Mac O/S:

Click on the small StreamVPN icon on the top right of your screen and click on "VPN details" from the drop-down menu, then click on Log tab -> and click the button labeled “Copy Diagnostic info to Clipboard”. Paste the log file (Command-V) into an email to us.