VPN will not allow user to be authenticated

when trying to sign on to vpn 4.0.2 after hittong thre connect button the user authentication box appears with username already populated but the user is not allowed to enter his passcode because the box disappears.
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Has the VPN client been uninstalled and reinstalled?
Our remote users experience situations close to your described problem. (Intermittent or failed connections.)
Normally I can correct these issue by ensuring that the VPN software is up to date with all patches and that all other gatekeeer, anti-virus suites, etc. are up to date.
Specifically we have had VPN faults due to anti-virus updates that did not contain the latest patches.

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