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Can ping Intranet when on VPN but cannot connect to Intranet in IE

Hello Experts,

A user is trying to connect their remote office via VPN. The user can connect to the VPN (Checkpoint Secure Remote). The problem is the user cannot access the intranet site. I am able to ping the intranet site while the user is connected to the VPN but I continuously get "page not displayed errors" when I try to access it from IE or Netscape using the FQDN of the server.

Other users from different remote locations aren't having any problems, just the user using our computer. Note that I don't administer any of the user's connections, I only supply an active internet connection. I've tried the same connection from another location and get the same results -- firewall is not the issue as we put the user on our DMZ to test.

I spoke to user's technical support and they can't figure out what the problem could be as they claim their settings are correct on all their servers...any suggestions? Could this be an authentication issue, user credentials not being sent to Intranet server...? Thanks!

SOLUTION

mgcIT

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ET0000

If they can ping the intranet site by name, then it probably isn't a DNS issue, but since VPN often resets DNS settings, you may want to have them try accessing your site by IP address. If it fails by IP address as well, then you may be dealing with a firewall issue, where some of the necessary traffic isn't getting through. This could be on your side if none of your other users are coming in through VPN, or on this one user's side if other VPN users are working OK.

What is the specific error displayed at the bottom of the IE error page?

tracyms

ASKER

Thanks, we have many different users, who use our office space for remote connections to their offices. Again, we provide a high speed internet connection (T1), and a desktop computer, phone, etc.. The user's company provides the means (software/remote login instructions) for them to connect away from the office. The user has the necessary software, in this case the Checkpoint Secure Remote VPN software is all that is needed. The software is installed on our PC and the user has the credentials to login to the VPN, no problem there.

Once the user is connected, I can ping the intranet site but when I type in the address (https://intranet site,and tried http) or when I just use the IP address (tried that too), it hangs for a little time then comes back with "page cannot be displayed" and to check security/DNS settings.

I've enabled all the security settings in IE (SSL, TLS) and no firewall on our end is blocking anything. The user checked with a friend who connects from home using the same type of connection and she is able to access the Intranet site. I checked that all the settings were the same (vpn server, intranet site address, etc.) as here friend's, the only thing I didn't try was having her friend enter her (user at our site) her user/pass to see if she could access the intranet site -- that's what made me think it may be an authentication issue as in not passing the credentials to the intranet server...?

The user normally works fine, but their company went to a Citrix Server and the intranet site is where the user needs to get to so she can download the citrix plugin to get a remote desktop. One more thing I noticed was that the VPN wasn't assigning an ip address (don't know if should) -- I checked the status on the VPN client and is connected but says "IP Assignment Failed".

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