Introduction
This guide provides troubleshooting checks for common issues encountered when using OpenVPN. Follow the Checks outlined for each specific issue to resolve it efficiently.
Unsupported Devices: Phones/Tablets
Unable to Establish VPN Connection
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Symptoms:
- Error messages such as “Connection failed” or “Unable to reach server.”
Possible Causes:
- Incorrect server IP address.
- Network issues.
- Missing Route
- VPN client not running as administrator.
Troubleshooting Checks:
Check 1. Verify the remote server IP address that the VPN client is connecting to reflects the same IP address as the VPN product in your dashboard.
NOTE: The port you’re connecting to is normally 1194 but could vary depending on your VPN server solution.
- The IP should match the IP associated with your “Cloud Infrastructure Firewall” or “Independent network VPN solution” product. You can find this IP by following the instructions below:
Check 2. Check your internet connection.
Check 3. Ensure that your firewall or antivirus is not blocking OpenVPN.
Check 4. Exit the OpenVPN process and then run OpenVPN as administrator.
Check 5. Reboot your device device.
Check 6. Review the OpenVPN logs for specific error messages and contact support.
Connection Drops Frequently
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Symptoms:
- Intermittent connection loss.
- Frequent reconnections.
Possible Causes:
- Network instability.
Troubleshooting Checks:
Check 1. Test your internet connection for stability.
Check 2. Run a traceroute to the VPN server IP, steps in the documentation below:
How to perform a Traceroute - Windows & Mac
Check 3. Review the OpenVPN logs for connection drop reasons.
Check 4. Edit your OpenVPN profile connection and add the following two entries to the bottom of the file if they’re not already present:
explicit-exit-notify
reneg-sec 0
Authentication Issues
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Symptoms:
- Authentication failure messages.
Possible Causes:
- Incorrect username or password.
- profile/client issues.
- Certificate mismatch/ Or expired
Troubleshooting Checks:
Check 1. Verify your username and password.
Check 2. Reboot your device
Check 3. Uninstall OpenVPN and reinstall OpenVPN profile
Check 4. Request a password reset from support, if necessary.