Unsolved VPN Connect continually drops
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I have been working with a single user that has been having continuous issues with his VPN connection. Either the connection drops / stops working or fails to connect.
I have gone over his VPN settings several times and all is fine - has to be since sometimes he connects with no issues. But he has problems with it every day - several times a day.
We have a Edge Router Lite running the VPN, the other twelve people who also use the same setup do not seem to have this issue. While there was a issue with concurrent connections, that has been resolved by expanding the pool of available IPs.
I can connect to the VPN with his userID and Password from my desktop with no issues,.. ever time. But I am running Windows 10 not 8/8.1.
I could use some extra ideas on this,.. as he has been dealing with this for a while and I am quite flustered with it.
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@gjacobse What client are you using to connect? Have you gone over those logs? Is he on Wifi? Timeout values?
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@Mike-Davis said:
@gjacobse What client are you using to connect? Have you gone over those logs? Is he on Wifi? Timeout values?
- Native Windows / Microsoft Client
- Not yet
- yes, but Speed tests are returning 20-25Mbps Up / 20-25Mbps down (Multiple tests to different points in the US)
- Standard TO
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Can he not connect at all when the problems occur? Or does it stay connected for a few moments and then drop out?
Could this be bandwidth related? As @Mike-Davis mentioned Wifi could be the issue if he is in an area with a lot of interference. Does it only happen at one location or all locations?
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A long running ping test from his machine might tell us a bit.
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@coliver said:
Can he not connect at all when the problems occur? Or does it stay connected for a few moments and then drop out?
Could this be bandwidth related? As @Mike-Davis mentioned Wifi could be the issue if he is in an area with a lot of interference. Does it only happen at one location or all locations?
Can not connect at all - But I can connect when he can not. - eliminates the ERL yes?
He is a remote User (in Texas) and the host is in NY. It doesn't seem to matter where he is, but that is an option to see if he can to to another WiFi site and check.
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A continuous ping would tell us what the max ms is to his CRM server. (or if there are drops) It could be the CRM app can't tolerate hangs that you get with wifi, or best effort VPN connections.
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Does he only have the problem at home, or else where? It could also be a problem with consumer grade home router. A firmware update might do the trick, but it might not.
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@scottalanmiller said:
A long running ping test from his machine might tell us a bit.
Ping test both to the host he is trying to connect to inside the VPN, as well as to another site, such as google.com
That will eliminate his internet provider as well.
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He's in Texas. If he's not right in town, he's on a satellite uplink. High latency. No idea if that applies; it was just a thought.
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@art_of_shred said:
He's in Texas. If he's not right in town, he's on a satellite uplink. High latency. No idea if that applies; it was just a thought.
Texas: America's "Central Africa"
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@Mike-Davis said:
A continuous ping would tell us what the max ms is to his CRM server. (or if there are drops) It could be the CRM app can't tolerate hangs that you get with wifi, or best effort VPN connections.
This is what I was thinking. Although are they using something like RDS or directly connecting to the CRM app?
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More information not previously known.
It appears that this issue started after he was at a site the first part of Feb. He has issues at about four locations -
What would be the chance that he managed to pick up an update, or something which changed his network settings while there.
if it is there, could a System Restore Point roll it back and 'resolve'? the VPN would need to be created again,.. but that is minor.
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do you really want to remove a security update?
I'd definitely start with a long running ping test.
Before he opens VPN, open a command prompt and ping VPN.server.com -t and just leave that window open.
Then launch the VPN and go to work.
When it fails, go back to the VPN window and look to see if it's dropping packets.Keep it running though, and see if he can surf the web otherwise?
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Since I am on his machine looking at the Restore Point ( not running so none available.)
I triedto connect othe VPN and also tried from my computer.
I got right in, he got the following
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Maybe a reset of the network stack is in order.
I've had to do that on every OS from 9x to Windows 7. I have run into so few businesses with Windows 8(.1) that I haven't had the need, yet. Same goes with Windows 10.
it's only a matter of time though.
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Had issues with Windows Updates - this is what I finally got....
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@gjacobse said:
Had issues with Windows Updates - this is what I finally got....
What kind of computer is it? Surface Pro?
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Yes a Surface
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So it's fixed? after you applied updates?
