Talk2M or VPN Wizard Failing with Timeout
When running the Talk2M or VPN wizard, it fails with a connection timeout. The Ewon is connected to the Internet, but it can’t connect to the VPN. It shows offline in eCatcher.
Issue/Question/Symptom:
Despite having a good Internet connection, the device can’t finish configuring its connection to Talk2M so it can’t be used for remote access. Some possible errors:
- t2m-HTTPS dialog failed
- t2m-VPN connection timeout
Affected Devices/Environments:
- Ewon Cosy line
- Ewon Flexy line
Possible Causes:
- Firewall is blocking the Ewon’s connection to our servers
- Deep packet inspection breaks the certificate chain, triggering security protections
Troubleshooting Steps:
- Verify the Ewon’s Internet connection using the Internet connection test in the Internet wizard. This is enabled by default when you run the Internet wizard
- Run the VPN wizard’s test as well
a. WAN connection fails: double check your Internet connection
b. UDP connection fails: is your firewall blocking UDP connections? Make sure connections on port 1194 are allowed
c. HTTP direct connection fails: is your firewall blocking connections to the Talk2M servers? - Download and run the Talk2M Connection Checker on a computer with the same connection as your Ewon. Note that Connection Checker is a diagnostic tool that gives us more information about your network. It passing does not necessarily mean there is not some other issue preventing the Ewon from connecting.
a. If your Ewon is connected by Ethernet, unplug the cable from the Ewon’s WAN port and plug it into the computer running Connection Checker
b. If your Ewon is connected by Wi-Fi, run Connection Checker on a computer connected to the same Wi-Fi network
c. The utility will attempt to connect to Talk2M servers and report which, if any, it wasn’t able to reach
d. If you need to contact support, include the log files Connection Checker saves to your Documents folder - Provide your IT team with the document Addresses and ports used by Talk2M
a. Make sure that the firewall allows connections to the Talk2M servers
b. Disable deep packet inspection for the Ewon
Generally, the following two wildcard addresses should be allowed:
- *.talk2m.com:443 (TCP protocol)
- *.talk2m.com:1194 (UDP protocol)
If wildcard addresses are not acceptable, a full list of server hostnames and IP addresses is available on our webpage Talk2M VPN Servers.
Keywords:
Device offline; VPN wizard fails; Talk2M wizard fails; Can’t connect; Internet but no VPN; HTTPS dialog failed; VPN connection timeout;