Troubleshooting

First of all, read the FAQ on our homepage.

I did not find the answer to my question in the FAQ

If you did not find the answer to your problem in the FAQ, you have several possibilities to ask others. But be sure to provide everything of the following information, as otherwise you will get no or an unsatisfying answer:

• A detailed description of the error and the situation(s) in which it occurs. It will take much longer to solve the problem if you just tell us it does not work.
• The version of JonDo your are using (appears in the start-up screen and when you click on "i" in the JonDo main window).
• Your installed Java version(s).

• Name and version of your browser and operating system, ideally information about installed service packs, too.
• Do you have a desktop firewall? If yes, which one?
• Do you have an anti virus tool? If yes, which one?
• A description of your internet connection (your provider, whether you connect via local network, external firewall or forced proxy).

• Your transaction number, if you did create an account, or the number of your pseudonymous account. Otherwise it may not be possible to solve problems concerning payment.
• The version of your japdll.dll (appears when you click on "i" in the JonDo main window).
• The Look&Feel setting of JonDo.
• On demand: A copy of the error messages displayed on the console. To get the appropriate error messages, you have to activate all checks concerning debugging in the config area under Debugging and set all the sliders to the top.

JonDos User Support Forum (search function)

old AN.ON User Support Forum (seach function)

where you will most likely receive answers for your problem quickly. Be sure to use the forum search function before starting a new thread. Most of the questions have already been answered. If this is not the case for your questions, please use a meaningful subject for your posting. Please help other users and us, too, by answering questions in the forum by yourself, if possible.

If your problem could not be solved by other users, you should directly contact us via email:

support@jondos.de

Please understand that in case your question has already been answered somewhere else, we will just direct you to the corresponding answer without providing further instructions. Answering questions will take a certain amount of time, so please be patient.