Troubleshooting Menu:
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1. VPN Client installation
- Q: Installation fails?
- A: You must have Administrator privileges to install the VPN Client on Windows NT and Windows 2000 because these operating systems require Administrator privileges to bind to the existing network drivers or to install new network drivers.
- Q: When I try to connect I receive the following error: "The necessary VPN sub-system is not available."?
- A: Antivirus application may prevent VPN client software from installing correctly. Any antivirus application (like Norton) should be disabled before the installing VPN Client software. Also, make sure you are logged in as "Administrator" before you start the installation. Re-install the VPN Client with antivirus disabled to fix this issue.
- Q: There is no "VPN-Proxy" connection entry in the list
- A: Most probably connection profile was not installed correctly. The reason can be antivirus application, or any other application protecting your computer.To install the connection profile correctly please download VPN-Proxy.pcf profile and save it on the desktop.
Start VPN Client, choose "connection entries" menu -> "Import..." and select the saved "VPN-Proxy.pcf" file. Confirm the changes, in case your antivir application will ask for confirmation. Return to main VPN Client window, highlight the "VPN-Proxy" connection entry and press "Connect". Enter your username/password when prompted.
- Q: I have VPN Client already installed. Can I use existing VPN Client to connect to your servers?
- A: Yes. Please download VPN-Proxy.pcf profile at our customers area and save it on your hard drive. Start VPN Client, choose "Connection Entries" –> "Import" menu and select the VPN-Proxy.pcf file.
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2. Using VPN
- Q: When using VPN Client certain web sites/services cannot be accessed?
- A: Most probably this is MTU related issue. To change MTU value please start the "Set MTU" utility supplied with the VPN client. "Set MTU" utility can be found through the Windows "Start" menu:
Start Menu–>Programs–>Cisco Systems VPN Client–>Set MTU, select the connection you are using to connect to the Internet (Wireless, or Local Area Connection) and set the MTU value to 1300. Click "OK" to save changes. Also, you may try to connect using different connection transport options. To set different connection type, please start VPN Client, choose "VPN-Proxy" profile, right-click on it, choose "modify", select "Transport" tab. Available options are:
- 1. transparent tunneling enabled, "Use IPSec over UDP". Click OK, and try to connect.
- 2. transparent tunneling enabled, "Use IPSec over TCP", TCP port 443. Click OK, and try to connect. Also, try with ports 993, 10000.
- 3. transparent tunneling disabled.
- Q: I cannot access local network resources like printers/network shares, etc. . . ?
- A: You will need to allow local LAN access option. To do this, start VPN Client, choose "VPN-Proxy" profile, right-click on it, select "modify" option. New window will appear. Select "Transport" tab, check "Allow Local LAN Access" option and press "Save" button.
- Q: How can I use VPN Client build-in firewall?
- A: To activate VPN Client build-in firewall, please start VPN Client, open "Options" menu, and check "Stateful firewall (Always on)" option. Note, while active, firewall allows all outbound connections established from the inside and it would block all inbound connections established from the outside.
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3. Connection failures
- Q: Unable to connect to the VPN server?
- A: Most common reasons for the connection failure are:
- 1. Wrong username/password. Make sure you have entered correct login details.
- 2. Subscription expired. To check your subscription status, please log in to the [Customers Area . . . »].
- 3. Multiple simultaneous logins. Only one active connection can be associated with one account at a time. You may use the same account from several PCs (from home and from office) but not simultaneously.
- 4. VPN Client "group authorization" property was modified. To fix this, please download VPN-Proxy.pcf profile at our customers area and save it on your hard drive. Replace your VPN-Proxy.pcf file in VPN Client profiles folder (C:\Program Files\Cisco Systems\VPN Client\profiles\) with the file you have downloaded, launch VPN application and click "Connect" button. Enter your username/password when prompted.
- 5. Firewall blocks VPN traffic. To solve firewall related issues, please read the section below.
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4. Configuring firewalls
- Q: How can I configure my DSL modem/router to allow VPN connections?
- A: You will need to enable "VPN pass trough" feature on your router. Majority of vendors (LinkSys, DLink, etc) have a "VPN pass trough" option disabled by default. Some vendors have separate settings for different VPN protocols: "IPSec pass trough" and "PPTP pass trough". Please consult your router manual for details.
- Q: I have firewall issues, but do not wish to modify my router/firewall settings?
- A: You may try to connect using different connection transport options. To set different connection type, please start VPN Client, choose "VPN-Proxy" profile, right-click on it, choose "modify", select "Transport" tab. Available options are:
- transparent tunneling enabled, "Use IPSec over UDP". Click OK, and try to connect;
- transparent tunneling enabled, "Use IPSec over TCP", TCP port 443. Click OK, and try to connect. Also, try with ports 993, 10000;
- transparent tunneling disabled.
- Q: I'm using third-party (build-in) personal firewall software installed on my PC?
- A: If you use any kind of personal firewall like ZoneAlarm, Norton IS or Windows build-in firewall, please configure it to allow traffic from/to VPN server IP address: 67.213.70.210
- Q: What are general firewall rules to allow PPTP VPN connection?
- A: PPTP protocol uses TCP port 1723 for the connection control traffic, and IP protocol 47 (Generic Routing Encapsulation) for the VPN data traffic.
- Q: What are general firewall rules to allow IPSec VPN connection?
- A: IPSec uses UDP port 500 for key negotiation, IP protocol 51 for the Authentication Header traffic, and IP protocol 50 for the VPN data traffic.Note. VPN Client with "Use IPSec over UDP" or "Use IPSec over TCP" option selected do not use the above ports and IP protocols.
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