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VPN - Virtual Private Networking - allows you to share data or to transmit information between the company's offices, business partners or remote working places in maximum safety conditions. In other words, your employees can access anytime files or databases, wherever they are, all they need is an internet connection and our VPN service. |
IPSEC VPN Troubleshooting
| Considering that Internet connection exists and it is functional or it was in the near past: end user can/could browse the internet | |||
| Component | Failure Diagnostic | Possible causes | To Fix |
| BackOffice Systems | No PC/ Location can connect | Corporate systems malfunction | Routers/Servers configuration(IT) |
| Lost corporate internet connection | Corporate IT contacts provider | ||
| INTERNET at large | One or more locations can not connect, while some can Connection interrupted randomly |
Massive traffic, DOS (Denial of service attack) ongoing on some core network | Try any of the following:
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| Access provider | Browser internet access works fine, VPN can never connect |
Provider blocks IPsec, or certain ports (e.g. UDP 500, etc.) | Any of the following:
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| Most probable (at least 90%): End Point connection | |||
| Access point (cable/dsl modem and router) | Browser internet access works fine, VPN can never connect |
Hardware/Software does not support VPN (see Access provider above) | Any of the following:
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| Wired connection | No internet access at all, previously Browser and VPN worked |
PC unplugged (power saving disconnects network card) |
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| Wireless connection | Only browser or no internet access at all, previously Browser and VPN worked | Poor signal Connected to the wrong access point (AP) |
Use cable connection Change location Verify / connect to the properAP |
| PC also connected on cable (routing conflict) | Disconnect cable | ||
| Browsing works fine, No VPN at all | Wireless AP does not support VPN | Use alternate method Change wireless AP Contact ISP for configuration |
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| VPN connection works intermittently, connection drops at random, even when active. Browsing works, possibly slow at times. |
Poor signal | Change location Use alternate method Use cable connection |
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| Radio interference Other wireless devices (PC, Access Points, game console, wireless handsets) |
Use cable connection Try alternate method Try to change location (unreliable) Try different radio channels (time consuming, often unreliable) |
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| Radio interference: power lines, Electrical equipment, fluorescent lighting, wireless handsets |
Use cable connection Try alternate method Try to change location (unreliable) |
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| User’s PC | Browser works, VPN doesn’t work from any or certain locations, other PCs work | Software corruption: VPN client, Windows, undesirable new software/malware, S/W Firewall inadvertently enabled/ misconfigured |
Reinstall/Update VPN client, Virus/malware scan Further professional troubleshooting in the IT lab Re-image PC if the case |
| End User | All systems in good working order, VPN worked, not anymore | End user forgot procedure/password | Refresh user training, verify/update passwords |
| VPN connection drops after 5 - 15 minutes | Inactivity timeout | Reconnect VPN Connect VPN only when needed, do required work and disconnect. |
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