Securemote Connection Timeout

[Wonzling]

Hi there,

I'm a network administrator with numerous clients using Securemote to connect to our IP330 Firewall. Everything works fine, except one client who always gets a connection timeout when trying to setup a connection to IP330. The logs on the IP330 show his connection attempts, but everything passes, nothing is blocked.

So why doesn't he receive a connect? It's obviously a client problem since everybody else can connect. It also can't be a problem with the login and password, since the client doesn't even get there, the timeout occurs when trying to establish a site. The client doesn't seem to have any problems besides that.

So what could be common configuration errors on my side?

I appreciate your feedback.

Yours

Till

[recrui]

Hi,
Is his time and date settings on the PC correct?

[lammbo]

Actually, it could be an issue with the login. I know this isn't exactly what you asked for, but without more details, I don't know exactly what testing you've completed so I'll start at the beginning.

You should obtain the credentials and test them yourself on a machine that is known good to insure the user's account is good. Sometimes database corruption can occur in an object. If the credentials are good, then the issue resides either on the remote machine or network.

To determine if the machine's host network as a cause or not, try the machine from a different location or try another (known good) machine at the location in question. This will rule in or out the connecting network. Sounds like this is most likely not the issue so this can probably be skipped.

If you get this far and you know the location is not the cause, you have it narrowed down to the machine in question as the root cause of the issue. Download and run the latest cpclean utility to remove the VPN client. Reboot. Re-install the client. As the last poster stated, verify the time on the remote PC but also the time zone settings.

Users who like to install software are another issue. I frequently have users who think they know better and decide they need zone alarm on thier laptop because... well, because of any stupid reason you can possibly dream of - that breaks SecureRemote/SecureClient every time I've seen it installed, often with very odd and unexpected results. Also, many other VPN clients (and I'm sure many other software packages) will break this as well as they insert themselves in the stack and can also wreak havok.

Hope this basic troubleshooting guide helps because it's sometimes difficult to really find the cause.

[Wonzling]

Thank you for your kind help. I'll check your hints and keep you informed how they work.

greets from Austria
Till

[Wonzling]

It was a client firewall problem. Although the sygate firewall was disabled it apparently still blocked some traffic, which prevented the login screen from poping up. After removing the firewall we had no more problems.

Thanks for the hint lammbo.

Till

[lammbo]

Originally Posted by Wonzling

It was a client firewall problem. Although the sygate firewall was disabled it apparently still blocked some traffic, which prevented the login screen from poping up. After removing the firewall we had no more problems.

Thanks for the hint lammbo.

Till

You're quite welcome, please approve my solution and bump up my rating if you don't mind.