VPN Troubleshooting Guide

VPN Connection issues and troubleshooting

Hibernation breaks VPN connection

When the computer comes out of hibernation, it will automatically attempt to restart the network device. The user can then attempt to remake the Wireless and/or VPN connection.

There are however documented issues for some Windows devices with automatically restarting the network card. Restarting the computer is always worth trying in such circumstances.

Problem connecting multiple devices using IPSec VPN

Trying to connect multiple Windows devices from the same home network can cause problems when using the IPSec VPN. If you try to connect multiple devices from one home network/broadband connection then when you try to connect the second device, the first device will be disconnected. Users are recommended to install the FortiClient VPN software and create a SSL VPN Connection.

Problem connecting to the VPN from on Campus

The VPN is intended to support remote access to the University Network, it does not support connecting from a wired or WiFi connection while on campus.

This function did exist on the old VPN but as it serves no purpose or benefit to users it has not been configured on the new service.

Problem downloading the IOS VPN Client in China

The IOS version of FortiClient VPN cannot be downloaded from the China App store, this is due to a limitation implemented by Apple - "Store availability and features might vary by country or region." To download the FortiClient VPN you will need a non-Chinese mobile phone number to register an icloud account. Only then will you be able to download the FortiClient VPN app.

Common Connection Issues

FortiClient VPN Connection Issues

Android

Applies To	Error	Solution
SSL	Authentication Failure	Wrong credentials entered, check the uun and password entered.
SSL	FAILURE Sorry, could not start connection "VPN@Ed". Error: Daemon failure: SSLCONNFAILED	Check the settings for Host
SSL	FAILURE Sorry, could not start connection "VPN@Ed". Error: Daemon failure: SETUPTUNNELFAILD	Check the settings for Port

iOS

Applies To	Error	Solution
SSL	Error Insufficient credential(s). Please check the password, client certificate, etc.	Wrong credentials entered, check the uun and password entered.
SSL	VPN fails to connect but displays no error	Check the settings for Host and Port
SSL	No Network Connection Please check your internet connection	You may have not WiFi or 3/4/5G connection. Check you can access the web before trying to connect to the VPN

Applies To

Error

Solution

SSL

Error Insufficient credential(s). Please check the password, client certificate, etc.

Wrong credentials entered, check the uun and password entered.

SSL

VPN fails to connect but displays no error

Check the settings for Host and Port

SSL

No Network Connection

Please check your internet connection

You may have not WiFi or 3/4/5G connection. Check you can access the web before trying to connect to the VPN

macOS

Applies To	Error	Solution
SSL	There is no error reported but the FortiClient VPN fails to connect.	Wrong credentials entered. Check the username and password. You may have not WiFi or 3/4/5G connection. Check you can access the web before trying to connect to the VPN. FortiClient VPN being blocked but doesn't show any errors Open the FortiClient VPN console Click on the Settings button - Gear symbol at the top right of the screen Under Privacy Status section click on Open System Extensions On the Security and Privacy screen under the General Tab look for a message at the bottom of the screen If you see a message stating that FortiClinet was blocked then click on Allow On the Privacy tab, check for FortiClient VPN and ensure it is ticked Note : You may need to click on the Padlock icon and enter administrative credentials to make this change
SSL	Connection Error!	Ensure 'Customize port' is ticked and that the port value is set to 8443. Set or reset your VPN password Alternatively, some newer operating systems no longer allow special characters in the 'Connection Name' given to the VPN service. Instead of 'VPN@ED', please try, for example, 'VPN-ED'.

Applies To

Error

Solution

SSL

There is no error reported but the FortiClient VPN fails to connect.

Wrong credentials entered. Check the username and password.

You may have not WiFi or 3/4/5G connection. Check you can access the web before trying to connect to the VPN.

FortiClient VPN being blocked but doesn't show any errors

Open the FortiClient VPN console
Click on the Settings button - Gear symbol at the top right of the screen
Under Privacy Status section click on Open System Extensions
On the Security and Privacy screen under the General Tab look for a message at the bottom of the screen
If you see a message stating that FortiClinet was blocked then click on Allow
On the Privacy tab, check for FortiClient VPN and ensure it is ticked
Note : You may need to click on the Padlock icon and enter administrative credentials to make this change

SSL

Connection Error!

Ensure 'Customize port' is ticked and that the port value is set to 8443.
Set or reset your VPN password
Alternatively, some newer operating systems no longer allow special characters in the 'Connection Name' given to the VPN service. Instead of 'VPN@ED', please try, for example, 'VPN-ED'.

In-built VPN alternative

If you find the above troubleshooting steps cannot resolve your connection issue with the FortiClient VPN application, please use the following instructions to set up the Mac's in-built VPN service as an alternative:

macOS in-built VPN setup

Windows 10

Applies To	Error	Solution
Both	You receive the message "Warning: unable to establish the VPN connection. The VPN server may be unreachable (-14)"	Wrong credentials entered. Check the username and password.
Both	You receive the error "Unable to establish the VPN connection. The VPN server may be unreachable. (-20199)"	Try restarting your device and connect to the VPN If the issue continues you may need to reinstall the FortiClient VPN to repair the installation.
SSL	You receive the warning "Credential or SSLVPN configuration is wrong. (-7200)" and the progress reaches 48%	Wrong credentials entered. Check the username and password.
SSL	You receive the message "Warning : unable to establish the VPN connection. The VPN server may be unreachable"	This error is often a result of misconfiguration, check the Remote Gateway and Port values and ensure you have ticked 'Customize Port'. This can also happen if you have no internet connection - check you can access the web.
SSL	You receive the warning "Failed to establish the VPN connection. This may be caused by a mismatch in the TLS version. Please check the TLS version settings in the Advanced of the Internet options. (-5029)"	Launch Internet Explorer Click on Settings (gear icon) -> Internet options -> Advanced, scroll down and check the TLS version. Enable (tick) 'Use TLS 1.2' then click OK Now connect to the VPN.
IPSec	You receive the message "Error: Wrong Credentials"	Wrong credentials entered. Check the username and password.
IPSec	The connection fails with no message	Check the value entered for the pre-shared key
IPSec	You receive the message "Error: Unable to reach tunnel gateway/policy server"	Check the value entered for the remote gateway

IPsec connection issues using device's in-built VPN client

Android

Error	Solution
Unsuccessful	Can be caused by: Incorrect username +/or password Incorrect Pre-shared Key Incorrect Server Address

Error

Solution

Unsuccessful

Can be caused by:

Incorrect username +/or password

Incorrect Pre-shared Key

Incorrect Server Address

iOS

Error	Solution
VPN Connection Authentication failed	Check the username and password.
VPN Connection The L2TP-VPN server was unreachable. Verify the server address and try reconnecting. If the Problem continues, contact your administrator.	Check and correct the Host Address
VPN Connection The L2TP-VPN server did not respond. Try reconnecting. If the Problem continues, verify your settings and contact your Administrator.	Check and correct the Pre-shared Key you have entered

Error

Solution

VPN Connection

Authentication failed

Check the username and password.

VPN Connection

The L2TP-VPN server was unreachable. Verify the server address and try reconnecting. If the Problem continues, contact your administrator.

Check and correct the Host Address

VPN Connection

The L2TP-VPN server did not respond. Try reconnecting. If the Problem continues, verify your settings and contact your Administrator.

Check and correct the Pre-shared Key you have entered

Windows 10

Error	Solution
Can't connect to VPN@Ed. The remote connection was denied because the username and password combination you provided is not recognised, or the selected authentication protocol is not permitted on the remote access server.	This error usually happens when the wrong username and VPN password combination have been entered. This can also occur if your VPN account has been set to force a password change.
Can't connect to VPN@Ed. The remote connection was not made because the name of the remote access server did not resolve.	Check the Server Name in the configuration for your VPN Connection
Can't connect to VPN@Ed. The L2TP connection attempt failed because the security layer encountered a processing error during initial negotiations with the remote computer.	Check the Pre-shared Key in the configuration for your VPN Connection (case sensitive).
Can't connect to VPN@Ed. The remote connection was not made because the attempted VPN tunnels failed. The VPN server might be unreachable. If this connection is attempting to use an L2TP/IPSec tunnel, the security parameters required for IPSec negotiation might not be configured properly.	Check the value entered for VPN Type in the configuration for your VPN Connection
Can't connect to VPN@Ed. The L2TP connection attempt failed because the security layer encountered a processing error during initial negotiations with the remote computer.	Check the value entered for VPN Type in the configuration for your VPN Connection
Can't connect to VPN@Ed. The remote connection was not made because the name of the remote access server did not resolve.	Check you have a working network connection.

This article was published on 12 Apr, 2022