OpenVPN troubleshooting

There are a number of issues that can cause an OpenVPN to not work as expected. If you suspect there is an issue, the below points can help troubleshoot:

  1. Ensure the VPN is in a connected state. The image on the left shows the VPN in a connected state and the image on the right a disconnected state:


  2. If the VPN is in a disconnected state, see if there is an error message when you try to log in. If you receive a password error, double check the password by retyping it.
  3. If the issue persists, go to "", typing the server number you were provided in your logon documentation in place of the "xx". Enter your username and password. If you still can't log in, contact us by raising a support ticket.
  4. Check if the machine/server is having issues with internet access. Disconnect the client and, when you open the command prompt box, type "ping" to see if you get any replies. For more on performing a Ping, see our guide here.
  5. Check if all SIM IPs are unreachable or only a specific range of SIM IPs.

  6. Test the OpenVPN on a separate machine or smartphone to see if the problem persists.

  7. If OpenVPN connects, perform a traceroute to the affected IP.

If you are still experiencing issues after performing all or some of these steps, please raise a support ticket so we can investigate further. Include details of the diagnostics you have tried so far. 

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