topic Re: VPN socket closed in General Topics

VPN socket closed

olloczky — Wed, 28 Apr 2021 12:37:30 GMT

Hi All,

I have a user who connects via a thin client with GP to our network. Actually we have around 50 users, but this one user has many problems. She gets disconnected multiple times a day. She tried multiple connections: her current residence with both wifi and cable, at her parents, both cable and wifi (2 different cities), and mobile data from her phone.

I gave her a different thin client (newer model), same problem. In the GP logs I can see only that the socket was closed and then the connection is decomssioned.

She is rightly unhappy right now and I have no clue what can cause this problem. Others dont face this problem on this regular interval. There are occasional disconnects but for the 50 user base it happens like 5-6 times a week.

Panos version: 9.1

GP version: 5.1

Thanks,

Daniel

Re: VPN socket closed

S.Cantwell — Wed, 28 Apr 2021 14:17:47 GMT

Good Day

Based on what I read, you should have user re-create the issue (when it happens) and then collect the GP logs (there is a button to collect logs within the GP software) AND also collect a TSF (tech support file) and create a web based TAC ticket.

If the issue is that 49 ppl are working fine, and 1 does not.. it certainly does not seem like a misconfig, but something limited to her.

You can also ensure you are 9.1.8 or higher and GP 5.2.5 so that they can be ruled out as well.

Re: VPN socket closed

MP18 — Thu, 29 Apr 2021 04:24:26 GMT

@olloczky

If it does not work even from new laptop then I will recommend please open up TAC case on this.

There might be issue related to installation of GP on user Laptop or user profile as you already tried different network connections.

Regards

Re: VPN socket closed

olloczky — Thu, 29 Apr 2021 09:14:10 GMT

Thanks for the reply. What do you mean user profile? On her windows machine?

Re: VPN socket closed

olloczky — Thu, 29 Apr 2021 09:15:04 GMT

Thanks I might as well turn to TAC. Thanks!

Re: VPN socket closed

MP18 — Thu, 29 Apr 2021 14:16:26 GMT

@olloczky

I mean user profile like they are in right domain or group, if you have Azure MFA then it is in right group there

Regards