Can't connect to vpn server

Ewon Support
, ,
#1

I’ve been trying to fix this for a few days, tried calling support but they just keep repeating the firewall line “allow access to *.talk2m.com:443”

We are using windows firewall and I’ve tried everything I can think of, admittedly, I’m not fluent in firewall.

The log file says… (among other things)

2019-10-25 12:35:07.5045 TestThread INFO Servers connected with success: 3, 4, 5, 6, 7, 8, 10, 12, 16, 17, 18, 19, 20, 21, 22, 23, 25, 26, 27, 28, 29, 30, 31
2019-10-25 12:35:07.5214 TestThread INFO Servers connected with success using UDP: 3, 4, 5, 6, 7, 8, 10, 12, 16, 17, 18, 19, 20, 21, 22, 23, 25, 26, 27, 28, 29, 30, 31
2019-10-25 12:35:07.5214 TestThread INFO Servers connected with success using TCP: 3, 4, 5, 6, 7, 8, 10, 12, 16, 17, 18, 19, 20, 21, 22, 23, 25, 26, 27, 28, 29
2019-10-25 12:35:07.5214 TestThread INFO Failed to connect following servers using TCP: 30, 31
2019-10-25 12:35:07.5214 TestThread INFO 23/23 UDP connections succeeded.
2019-10-25 12:35:07.5214 TestThread INFO 21/23 TCP connections succeeded.
2019-10-25 12:35:07.5214 TestThread INFO Connection to the Talk2M VPN Servers successful.
2019-10-25 12:35:07.6491 MainThread INFO Success - Connection to Internet OK. Your public IP = 99.231.227.71
2019-10-25 12:35:07.6491 MainThread INFO Success - Connection to the Talk2M Access Server successful.
2019-10-25 12:35:07.6491 MainThread INFO Success - Successful connection to all VPN servers.
2019-10-25 12:35:07.6491 MainThread INFO Fail - Despite good coverage, the default VPN server (vpn11) of your account cannot be connected.

Also, if I use the Talk2M Connection checker without account info everything passes, only when I add the account info does it fail (see images)

talk1
talk1767×701 62.4 KB
talk2
talk2766×707 91.5 KB

All I want to know is what I need to do to my firewall to make this work. Paint by numbers style if at all possible. Please

#2

Hi Lisa,

The firewall would be your network firewall which is separate from your computers firewall. Here is a document about what we use for communication that need to be open on the network.

Also what device are you trying to set up? What firmware is the device on? What errors are showing in the event log on the device. If you can send us a backup with support files attached from ebuddy we can try taking a look at the device.

#4

Hi, thanks, I’ve read that document and wasn’t able to find anything that would work for me.

I am only using talk2m connection checker as I don’t use this software personally. I’m the IT person trying to resolve this for the user.

I get the same errors even when I am at home (as I am now) not using the company network.
I get the same errors running the talk2m right from the server with the firewall off

from this, I gather that it is not to do with our isp at the company or the windows firewall that is causing the problem - if that is not a correct assumption I’m open to hearing why it’s flawed?

Thanks

Lisa

#5

So that’s it? I really appreciate the attempt to help but when the same issue happens inside the server and outside, it can’t be the server. Is there a place I can call for tech support?

To reiterate, I am getting an error on the talk2m checker. I don’t have any other of the software installed and it only errors when I use our account information on the checker.

If Zach, you want those logs then you’ll have to give me a serious kindergarten instruction to tell me where to find the things you want and I’ll get the user to bring me his computer. please.

#6

Hi Lisa,

To take the log we would need a backup of the device with support files. Usually this can be done remote using eCatcher, but since the device can’t connect to the VPN server you will need a direct connection to one of the LAN ports on the device and to use eBuddy which can be downloaded here.
https://ewon.biz/technical-support/pages/all-downloads

Here is also a document on how to use eBuddy to create a backup. Make sure to have the box checked for ‘Include Support Files’

If you would like to call we will be asking for this either a backup of the device or a teamviewer season where we can get onto the device.

Are number would be 1 312 829 0601.

#7

Thanks, it will be a couple of hours before I can get access to the computer.