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

Posted on 2008-10-29
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 500 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?
Space-Age Communications Transitions to DevOps

ViaSat, a global provider of satellite and wireless communications, securely connects businesses, governments, and organizations to the Internet. Learn how ViaSat’s Network Solutions Engineer, drove the transition from a traditional network support to a DevOps-centric model.


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

Connect further...control easier

With the ATEN CE624, you can now enjoy a high-quality visual experience powered by HDBaseT technology and the convenience of a single Cat6 cable to transmit uncompressed video with zero latency and multi-streaming for dual-view applications where remote access is required.

Question has a verified solution.

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

OpenVPN is a great open source VPN server that is capable of providing quick and easy VPN access to your network on the cheap.  By default the software is configured to allow open access to your network.  But what if you want to restrict users to on…
Citrix XenApp, Internet Explorer 11 set to Enterprise Mode and using central hosted sites.xml file.
In this video, we discuss why the need for additional vertical screen space has become more important in recent years, namely, due to the transition in the marketplace of 4x3 computer screens to 16x9 and 16x10 screens (so-called widescreen format). …
After creating this article (, 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…

707 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