SurfPass 8 Troubleshooting

Install / uninstall

Impossible to launch the administration console of SurfPass (Windows error or "Cannot open the database")

Check that the framework .Net v4.7 is installed on the administration computer. If it is not the case, you can install it from Windows Update / Optional updates, or from the links given at the download page, or from the SurfPass cd-rom. The framework .Net v4.7 is already build-in in Windows 10 and Windows 2016.

The filtering lists are not downloaded

How to reinstall / update SurfPass

Error "SurfPass is already installed on this computer" during re-install

Uninstall the previous version and reboot the computer before installing / re-installing.

SPConfig does not appear automatically when installing or error when writing parameters

This is a security level issue and necessary rights of the Windows administrator, the elevation of privileges needed to install and uninstall SurfPass didn't happen.

The language of SurfPass is not the expected one

There is only one version of SurfPass. If SurfPass is installed on a French version of Windows, it will run in French, in all other cases SurfPass will run in English.

Using Firebird SQL with a different port than the default port (3050)

If Firebird should be used with another port than the default port (e.g. 3052 instead of 3050), you must change the port number in the SurfPass configuration account on the server, button "Database". You also must change the line : RemoteServicePort = 3050 in the file c:\Program File\Cogilab\SurfPass8\Firebird\firebird.conf on the server and the administrator computers.


How to enter in the administrator mode the first time?

From the Windows desktop : Start -> All programs -> Cogilab ->SurfPass8 -> SPAdmin, enter "admin" in the login field and "cogilab" in the password field.

When changed settings are taken into account?

The changes of parameters are taken into account after validation of the form by the green button "Validate" in the upper right, and in the forthcoming opening of a SurfPass user session.

What are the differences between user profile and computer profile?

The computer profile is used when SurfPass is in idle mode, the user profile is used starting from the beginning of a SurfPass user session. Only one is active at the same time.

Identification of users with the captive portal

SurfPass offers two types of user identification.
- In automatic mode (default installation) SurfPass uses the name or IP address of the computer. The SurfPass session begins when you first access the network.
- The captive portal method requires users to enter their name and password in the browser to start a SurfPass session. The tab "Computers profiles" / "generic" / "General" contains the settings for the mode identification. If the "identification Winlogon" option is checked, identification is automatic, otherwise the captive portal is called. The computer profile "Generic" is set to automatic, the computer profile "Portal" is set through the captive portal. The captive portal can not be called directly, but trying to open an external site to which the user is redirected after the identification. This site should be a HTTP site and not an HTTPS site. If the browser home page is Google, the address of that page should have the following value in the browser settings: After authentication in the captive portal, there will be an automatic redirection to the HTTPS version of the site.

Network cards of the gateway does not appear when creating a route

The card must be connected to another node or to a switch in order to be recognized by Windows and appear in SurfPass.

How to change the administrator's password? (and others)

Enter in administrator mode, "Users" tab. Select the user account, then over-write the previous password with a new one. The previous password cannot be read, but only replaced by a new one.




Unable to connect to the captive portal

No filtering and empty log

Check if the evaluation period has expired. If this is the case and there is no serial number, the routing function is still operational but not filtering or logging.

Empty or incomplete log in transparent proxy mode

One possible cause may be the existence of at least one other routing node in parallel with the SurfPass gateway. In this case, the Internet access works fine, but log and filtering are incomplete. To work properly, the SurfPass gateway must be the only routing node between the main network (WAN) and subnets to filter (LAN).

A device (VoIP, Skype ...) does not work

Check that the Internet is in automatic identification for this device and does not pass through the captive portal.

The filtering doesn't work

The speed of Web browsing seems slower

SurfPass makes frequent calls to the DNS (Domain Name Service) for auditing tasks. The DNS provided by ISPs is sometimes a bit slow, which causes a feeling of slowing down. If so, it is recommended to use an alternative DNS such as

The access to Internet is authorized permanently without a SurfPass user connected to

See § configuration / filtering. Maybe the filtering in the computer profile is not correctly configured.


The log file remains very large even after the deletion

The file c:\Program Files\Cogilab\SurfPass8\Data\splog.fdb on the server contains the log of SurfPass. When you delete part or all historical data, often the size of the file does not change immediately. The reason is that the released pages are marked as deleted but are not physically removed from the data base for performance optimization. The only way to force a quick compaction is to make a backup and a restore it with the GBAK utility, as indicated in the user manual chapter "Maintenance".

Where to find the user's manual pdf?

The user manual is located in the folder c:\program files\cogilab\SurfPass8\doc.