# Subscription activation failure through proxy

**URL:** <https://forum.pritunl.com/t/subscription-activation-failure-through-proxy/2240>\
**Category:** Pritunl VPN\
**Created:** [July 27, 2024, 5:45pm UTC](https://forum.pritunl.com/t/subscription-activation-failure-through-proxy/2240 "2024-07-27T17:45:54Z")\
**Posts on this page:** 4\
**Page:** 1

<div class="post-metadata">

**Author:** ![10kur](https://forum.pritunl.com/letter_avatar_proxy/v4/letter/1/d6d6ee/32.png) [@10kur](https://forum.pritunl.com/u/10kur)\
**Post date:** [July 27, 2024, 5:45pm UTC](https://forum.pritunl.com/t/subscription-activation-failure-through-proxy/2240/1 "2024-07-27T17:45:54Z")

</div>

I am trying to activate a new Enterprise subscription on our VPN server, but the activation fails with the following error:  
urllib3.exceptions.MaxRetryError: HTTPSConnectionPool(host=‘[app.pritunl.com](http://app.pritunl.com)’, port=443): Max retries exceeded with url: /subscription (Caused by NewConnectionError(‘\<urllib3.connection.HTTPSConnection object at 0x7f9acc8d35e0\>: Failed to establish a new connection: [Errno 110] Connection timed out’))

During handling of the above exception, another exception occurred:

Traceback (most recent call last):  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/flask/app.py”, line 2528, in wsgi\_app  
response = self.full\_dispatch\_request()  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/flask/app.py”, line 1825, in full\_dispatch\_request  
rv = self.handle\_user\_exception(e)  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/flask/app.py”, line 1823, in full\_dispatch\_request  
rv = self.dispatch\_request()

File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/flask/app.py”, line 1799, in dispatch\_request  
return self.ensure\_sync(self.view\_functions[rule.endpoint])(\*\*view\_args)  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/pritunl/auth/app.py”, line 10, in \_wrapped  
return call(\*args, \*\*kwargs)  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/pritunl/handlers/subscription.py”, line 84, in subscription\_post  
response = requests.get(  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/requests/api.py”, line 73, in get  
return request(“get”, url, params=params, \*\*kwargs)  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/requests/api.py”, line 59, in request  
return session.request(method=method, url=url, \*\*kwargs)  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/requests/sessions.py”, line 587, in request  
resp = self.send(prep, \*\*send\_kwargs)  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/requests/sessions.py”, line 701, in send  
r = adapter.send(request, \*\*kwargs)  
File “/usr/lib/pritunl/usr/lib/python3.9/site-packages/requests/adapters.py”, line 565, in send  
raise ConnectionError(e, request=request)  
requests.exceptions.ConnectionError: HTTPSConnectionPool(host=‘[app.pritunl.com](http://app.pritunl.com)’, port=443): Max retries exceeded with url: /subscription (Caused by NewConnectionError(‘\<urllib3.connection.HTTPSConnection object at 0x7f9acc8d35e0\>: Failed to establish a new connection: [Errno 110] Connection timed out’))

The problem is due to the fact that the VPN is behind a hardware firewall, and only an UDP port (for the server) and a random port for the pritunl-web process are exposed to the internet, and the outbound traffic passes via a secure Squid proxy.

Is there any possibility to get help on this matter?

---

<div class="post-metadata">

**Author:** ![10kur](https://forum.pritunl.com/letter_avatar_proxy/v4/letter/1/d6d6ee/32.png) [@10kur](https://forum.pritunl.com/u/10kur)\
**Post date:** [July 31, 2024, 6:29am UTC](https://forum.pritunl.com/t/subscription-activation-failure-through-proxy/2240/2 "2024-07-31T06:29:48Z")

</div>

Later edit:  
I have verified the server has indeed connectivity to [https://app.pritunl.com/subscriptions](https://app.pritunl.com/subscriptions), and updated all the packages.  
In the Python scripts above, in adapter.py, I see a “get\_connection” function, with the following definition:  
proxy = select\_proxy(url, proxies)

I have looked also in utils.py, but I can’t find any clear locations where proxies are determined.

Also, the overall OS proxy is well defined in /etc/environment.

I would really need some help to get this going.

---

<div class="post-metadata">

**Author:** ![10kur](https://forum.pritunl.com/letter_avatar_proxy/v4/letter/1/d6d6ee/32.png) [@10kur](https://forum.pritunl.com/u/10kur)\
**Post date:** [August 1, 2024, 6:17am UTC](https://forum.pritunl.com/t/subscription-activation-failure-through-proxy/2240/3 "2024-08-01T06:17:42Z")

</div>

@zach ?

---

<div class="post-metadata">

**Author:** ![zach](https://forum.pritunl.com/user_avatar/forum.pritunl.com/zach/32/1105_2.png) [@zach](https://forum.pritunl.com/u/zach)\
**Post date:** [August 1, 2024, 12:52pm UTC](https://forum.pritunl.com/t/subscription-activation-failure-through-proxy/2240/4 "2024-08-01T12:52:56Z")

</div>

The software doesn’t have any code to handle web proxy configurations, it isn’t something that is likely to be supported.