How do I troubleshoot a remote user who connects via Microsoft VPN into our network that keeps getting disconnected.

Posted on 2008-10-29
Medium Priority
Last Modified: 2012-05-05
I have a home based employee in San Francisco that remotes into our network here in Dallas Tx using Microsoft VPN.  She has been complaining that several times a day she gets disconnected from the network.  I am looking for a solution that would allow me to figure out whether or not this issue is on her side or my side.  Any help or suggestions will be appreciated.
Question by:darin_bryant
Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people just like you are talking about what matters.

  • Help others & share knowledge
  • Earn cash & points
  • Learn & ask questions
LVL 22

Expert Comment

by:Syed Mutahir Ali
ID: 22834731
What Microsoft OS are you using ? i.e. Windows2K3 Server / 2008 Server ; whats the scenario, have you got ISA running as well. Until you elaborate the scenario, you can look up the following search link which gives you different links on how to troubleshoot VPN issues.


Hope this Helps

Accepted Solution

PaperTiger earned 2000 total points
ID: 22834765
Have her ping the following when connected on VPN.

1. your VPN server's external IP
2. your VPN server's internal IP or whatever internal server's IP

ping external_ipaddress -t > external.txt
ping internal_ipaddress -t > internal.txt

then ask her to send you both text files. By looking at both txt files, you will know where the problem is.

If you want, have her ping her default gateway too.

I deal with this almost daily. most of the time, it's because their local ISP's problem. Only one time over the years, it's because my VPN server was having issue.

Author Comment

ID: 22835097
PaperTiger:  Where will the external.txt and internal.txt files be saved?
Create the perfect environment for any meeting

You might have a modern environment with all sorts of high-tech equipment, but what makes it worthwhile is how you seamlessly bring together the presentation with audio, video and lighting. The ATEN Control System provides integrated control and system automation.


Expert Comment

ID: 22835338
if you open CMD through Start, Run, CMD, it will be save at

c:\documents and settings\username\

go try it yourself.

Expert Comment

ID: 22835399
make sure you run the ping over an extended time period, like 15-20 min during which she experiences some disconnection.

Author Comment

ID: 22835611
it doesn't do anything.  I typed 'ping -t >internal.txt"

Expert Comment

ID: 22835781
open the "internal.txt" file.


Expert Comment

ID: 22840378
I too have seen this a lot, and agree with PaperTiger.  Twice when we've lost our ISP and another when a switch failed.  I've seen it often when the user has a wireless network and is walking all over the house.  Also 2.4 ghz cordless phones interfere with their home wireless if they have it.  Another big thing is, are they walking away from the computer for an extended period and the VPN tunnel is closing due to inactivity?  What is the timeout you have set for the tunnel to terminate due to inactivity?

Author Comment

ID: 22886531
The user actually came into the office this week so I am not able to troubleshoot the issue of her being remote.

Featured Post

Get 15 Days FREE Full-Featured Trial

Benefit from a mission critical IT monitoring with Monitis Premium or get it FREE for your entry level monitoring needs.
-Over 200,000 users
-More than 300,000 websites monitored
-Used in 197 countries
-Recommended by 98% of users

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Some of you may have heard that SonicWALL has finally released an app for iOS devices giving us long awaited connectivity for our iPhone's, iPod's, and iPad's. This guide is just a quick rundown on how to get up and running quickly using the app. …
This is an article about my experiences with remote access to my clients (so that I may serve them) and eventually to my home office system via Radmin Remote Control. I have been using remote access for over 10 years and have been improving my metho…
After creating this article (http://www.experts-exchange.com/articles/23699/Setup-Mikrotik-routers-with-OSPF.html), I decided to make a video (no audio) to show you how to configure the routers and run some trace routes and pings between the 7 sites…
Windows 10 is mostly good. However the one thing that annoys me is how many clicks you have to do to dial a VPN connection. You have to go to settings from the start menu, (2 clicks), Network and Internet (1 click), Click VPN (another click) then fi…
Suggested Courses

752 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question