I just want to remind our customers that on our US servers, Peer-To-Peer (P2P) content sharing and downloading via BitTorrent or similar means is *strictly* disallowed. Anyone found using the US servers for such traffic will have their accounts terminated as per our TOS.

Admin

Dear customers and potential customers!

Some of you may have experienced problems with long delays in your support tickets resolutions and/or emails being replied to late, and in some situations it is even possible some support tickets and emails have not been replied to at all.

I consider this situation unacceptable and please rest assured we do know about this problem and it is being worked on. While there is more than one reason for the delays, the most important one is that Identity Cloaker has been growing fast recently, and there is simply not an adequate number of customer support technicians available.

I believe we have found a suitable customer support candidate who will begin working for us very soon, hopefully within a week. Then either before the end of this year or in January/February next year, we plan to hire an additional technician.

However, I understand that the late replies may have caused serious inconvenience for our valued customers, so I have decided to compensate everyone who has experienced this problem.

Any customer, or a potential customer, whose support email (including pre-sale queries) or a helpdesk ticket, has not been replied to in less than 24 hours, will receive a complimentary one month subscription to Identity Cloaker.

Any customer, or a potential customer, whose support email (including pre-sale queries) or a helpdesk ticket, has not been replied to in less than one week, will receive a complementary two months subscription to Identity Cloaker. Also, in this case the support ticket or email is considered lost (very likely due to a technical problem) so we will need the support query to be resent.

I will post more details on how to proceed in the next days, please do not send the requests yet as it would only delay our current customer support.

I would also like to personally apologize for what has happened and believe that we will be able to resolve this issue soon.

Best regards,

Tomas France
IdentityCloaker.com Administrator

P.S. I will also email our customers as I understand not everyone reads our blog.

One of the hard drives on the main server is failing and will be replaced later today. A minimal downtime is expected, roughly 15 minutes.  During the short downtime the IdentityCloaker.com website will not be accessible but if you are connected to a proxy or VPN server at that time, it’s very likely the connection will work still.

I apologize for the inconvenience.

Admin

Some of our users reported a problem with the google.com website being redirected to google.ru (i.e. the Russian version of Google) when connected via our US4 (Secaucus, NJ) server. This is because Google has incorrect IP geolocation data for the set of IPs assigned to the US4 proxy/VPN server.

It is correct in other databases, mainly in the Maxmind’s one which you can check at http://www.maxmind.com/app/locate_demo_ip and it’s also correct at speedtest.net and similar websites. So far we found the problem to be present indeed only in the Google database and it’s also a recent problem as the US4 IPs were geolocated properly by Google before.

Technically, it is nothing to be worried about, although I understand the concerns voiced by some of our customers. Tomorrow, I will personally contact Google’s technical support and ask them to resolve this issue. In the meanwhile if concerned, please connect via the US3 server instead.

Thank you for your understanding!

Tomas France
IdentityCloaker.com Administrator

I have been informed by a potential customer that our website, IdentityCloaker.com has been marked by Trend Micro Maximum Security antivirus as malicious. This is natuarally a nonsense and what is worse is that we had the same problem with Trend Micro in February 2009. They confirmed the problem was on their side and removed it from the black list. Unfortunately, they put it back in one of the recent versions.

I have emailed them already but they make it exceptionally difficult to find the right contact information on their website and the email address we were replied from last year is no longer working either. If you have reliable contact email info for Trend Micro, please do not hesitate and share it with us.

As you can imagine, we consider this issue extremely damaging so rest assured there is no problem on our side at all, and that we will get the Trend Micro false information spreading issue resolved soon, even if our lawyer will have to contact them personally.

Tomas France
IdentityCloaker.com Administrator

Today, we experienced a minor problem with our system that caused multiple emails with access key being sent to some customers. We do not know how many customers were contacted by our automated email system, however, please rest assured your old/original access key that you received after ordering a subscription in one of the 2 welcome emails, and that is also displayed in the member area, is still working and is the only correct access key you should be using.

What happened:

It seems the MySQL database ran out of memory due to a minor database configuration problem. The MySQL configuration has already been fixed and we believe no more such emails will be sent.

I would also like to personally apologize for any inconvenience this may have caused you!

Tomas France
IdentityCloaker.com Administrator

UPDATE: I believe we may have experienced the same issue again, although on a much more limited scale. If you receive a “New access key” email, please ignore it and keep using the original one. There still may be a small glitch in our database and we are investigating the problem already.

Some of you may have experienced delays in replying to your support tickets and emails. I would like to personally apologize for the inconvenience. We will be very soon implementing a completely new professional grade helpdesk system that should make customer support much more effective, the new helpdesk software will be implemented within the next week.

Thank you for your understanding!

As you may have noticed, the current webdesign of the IdentityCloaker.com website is, well, not exactly modern and good looking. We have finally decided to hire a professional web designer (or a web design company) to redo the design from scratch.

In the next few weeks we will be reviewing and contacting several professional web designers. However, if you have a contact to someone whose work you believe is exceptional, please feel free to contact me directly either via the Contact Us form on our website or post a comment on the blog. We are looking for the highest quality web design as long as the price is realistic.

Tomas France
IdentityCloaker.com Administrator

Due to the fact we have outgrown our current helpdesk system and because of the technical problems reported with it, a completely new “best on the market” helpdesk system will be implemented over the next few days.

I would also like to apologize to anyone who had to wait for their customer support emails to be replied to longer than usual and believe the new helpdesk system, combined with knowledgebase, will improve the customer experience significantly.

Tomas France
IdentityCloaker.com Administrator

It has been almost a full year since the last update was posted on the blog and I apologize for that. There will be a major website redesign soon and then we will proceed with more frequent blog updates.

Tomas