Some potential issues users may see and the fixes for them.
Could not connect to VPN Gateway
This error could be an issue with the Authenticator app on the user's phone not prompting them for the approval of the login. The user may find that clicking on retry just makes the same error come back up even quicker than before
The solution can be varied, but here are some things to try:
- Make sure that the phone does not have any form of "Do not Disturb" active. This prevents most notifications from happening.
- Usually the user should select Cancel and then re-enter their password to try again.
- Opening the Microsoft Authenticator app on the phone before trying to connect sometimes works
- If the user opens the app and sees one or more "approve login" windows appear they must clear them all before trying to connect again
The Approval times out to quickly
Symptom: The user clicks on connect in the VPN client and they get a prompt on their phone fairly quickly but the VPN connection times out before they can approve it.
Fix: Upgrade the client to the latest version
If the user is remote you can use Splashtop to remote their machine and do the upgrade.
The latest version of the software can be found here:
\\naz-fs-05\repo\Applications\Barracuda\VPN Clients\CurrentVersions
If possible, when upgrading the software or installing a new version please turn on the Allow user-specific VPN profiles option. (see below)
Turning on this option will allow you to import the new NazVPN_User.vpn profile in addition to the normal NazVPN.vpn profile. The new "user" version is one that the end user can modify even if they are not local administrators on their computer. It should only be used for troubleshooting even though it is identical to the usual profile. Do not make a desktop icon for the user profile, only make one for the original profile.