Solved

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

Posted on 2008-10-29
9
174 Views
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.
0
Comment
Question by:darin_bryant
9 Comments
 
LVL 22

Expert Comment

by:mutahir
Comment Utility
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.

http://search.microsoft.com/Results.aspx?qsc1=0&q=vpn+server+troubleshooting&mkt=en-GB&FORM=QBME4&l=1

Hope this Helps
0
 
LVL 8

Accepted Solution

by:
PaperTiger earned 500 total points
Comment Utility
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

do
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.
0
 

Author Comment

by:darin_bryant
Comment Utility
PaperTiger:  Where will the external.txt and internal.txt files be saved?
0
 
LVL 8

Expert Comment

by:PaperTiger
Comment Utility
if you open CMD through Start, Run, CMD, it will be save at

c:\documents and settings\username\

go try it yourself.
0
Backup Your Microsoft Windows Server®

Backup all your Microsoft Windows Server – on-premises, in remote locations, in private and hybrid clouds. Your entire Windows Server will be backed up in one easy step with patented, block-level disk imaging. We achieve RTOs (recovery time objectives) as low as 15 seconds.

 
LVL 8

Expert Comment

by:PaperTiger
Comment Utility
make sure you run the ping over an extended time period, like 15-20 min during which she experiences some disconnection.
0
 

Author Comment

by:darin_bryant
Comment Utility
it doesn't do anything.  I typed 'ping 10.42.6.10 -t >internal.txt"
0
 
LVL 8

Expert Comment

by:PaperTiger
Comment Utility
open the "internal.txt" file.

0
 
LVL 5

Expert Comment

by:amac81
Comment Utility
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?
0
 

Author Comment

by:darin_bryant
Comment Utility
The user actually came into the office this week so I am not able to troubleshoot the issue of her being remote.
0

Featured Post

What Security Threats Are You Missing?

Enhance your security with threat intelligence from the web. Get trending threat insights on hackers, exploits, and suspicious IP addresses delivered to your inbox with our free Cyber Daily.

Join & Write a Comment

Citrix XenApp, Internet Explorer 11 set to Enterprise Mode and using central hosted sites.xml file.
Know what services you can and cannot, should and should not combine on your server.
This video Micro Tutorial explains how to clone a hard drive using a commercial software product for Windows systems called Casper from Future Systems Solutions (FSS). Cloning makes an exact, complete copy of one hard disk drive (HDD) onto another d…
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…

743 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

Need Help in Real-Time?

Connect with top rated Experts

16 Experts available now in Live!

Get 1:1 Help Now