VPN Tunnel error

Ewon Support
#1

I am having trouble connecting to this particular EWON. I can connect to several others and I can connect to this unit from a different PC.

Tunnel Failure
#2

Hi Greg,

Is this device showing as offline on ecatcher to you? Is the device currently remote to you?

#4

The device shows as online.

#5

Here is the log file from last week.

#7

If you use https://m2web.talk2m.com/ are you able to access the device.

#8

Yes. I am. All of the settings indicate that everything is OK

#9

I have an ewon that allows me to connect with a desktop pc and using the web app. However when I attempt to connect with a notebook pc I get a VPN tunnel error.
I am able to connect with several other ewon units using this same notebook pc.
When connected with the web app, all the settings look good.

Any ideas why I am unable to connect with the notebook pc?

#10

Can you try running through the steps below on the notebook pc?

#12

I am also able to connect with a desktop PC just not a notebook.
Also with the notebook I am trying I can connect to several other ewon units in our plant and in customer plants.

#13

Try this:

  1. Navigate to C:\Program Files (x86)\eCatcher-Talk2M\Talk2mVpnService\conf
  2. Replace Talk2MClient.ovpn with this file: Talk2MClient.ovpn (734 Bytes)
  3. Restart eCatcher and try again
#14

Hi Kyle,

Sorry for the delayed response. I was called away for service at a customer for a couple of days.
I have installed the new “Talk2MClient.ovpn” and still get the same VPN tunnel error.

Any other ideas? Thanks,
Greg

#15

At this point, I would recommend deleting your TAP adapter and un-installing eCatcher, then re-installing. You may have to run the addtap.bat (114 Bytes) and renametap.vbs (3.2 KB) again if eCatcher says it’s missing.

If that doesn’t work I think your best bet is to call in and have one of us connect to your PC with Teamviewer and try to fix it. You can reach us Mon-Fri 0800 to 1700 EST.

312-893-5636

#17

Sorry for the delayed response. I was forced out of the plant last week.
I have tried to uninstall and re-install the TAP adapter and eCatcher and am still having the same problems. I will call the support line and try the teamviewer approach.

Thanks

#18

I am still unable to connect with this Ewon using any portable computer.
I have connected with 2 different desktop computers, but get this same error when trying to use 2 different notebook computers.
Any help will be very much appreciated.

#19

Are the desktops on the same exact network as the laptops?

If so, this is an issue with the laptops. I would suggest you call in an let us log in with Teamviewer to take a look.

#21

Hey Greg,

Thanks for taking the time to work on this issue with me today. I just realized that we wiped out some of the log info that I needed when we connected successfully to that other Ewon so I was hoping you could do me a favor. Can you try to connect to the China Ewon again, let it run for at least a few minutes so that the error comes up, and then send me these files:

  1. Any files in C:\Program Files (x86)\eCatcher-Talk2M\Talk2mVpnService\logs

  2. and C:\Program Files (x86)\eCatcher-Talk2M\Talk2mVpnService\temp\OpenVpnLog.txt

Sorry about that! Thanks for your help!

Kyle

#23

Hey Greg,

I did find an error which leads me to think there may be an issue with the certificates between your computer and the VPN server. Is your Win 7 laptop up to date with all of the latest updates? If not, there may be a certificate type being used by our VPN server in China that is not supported on your PC.

Kyle

#24

Hi Greg,

Scratch the last suggestion, I think it’s something else. Go into eCatcher and make sure you are using “Auto Detect.”

image
image782×417 91.4 KB

I think you may have it set to TCP which will not work due to China’s great firewall.

Let me know.

Thanks,

Kyle

#25

Good call.

Connection now working for all tested PC’s

Thanks

#26

Topic closed due to inactivity.