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Troubleshooting

VPN client doesn’t connect

  • Check the username and password are correct - be careful not to add spaces, capitalisation etc
  • Check the OTP code hasn't regenerated in the time taken to enter it
  • If you’ve recently been sent a new ovpn file, make sure you have installed it.
  • Check the OpenVPN log for ERROR messages

OTP doesn't seem to work

  • Sometimes the time synchronisation can be a little out.
    • Delete and reinstall the profile in your app.
    • Try setting up the profile in a different app.

Unable to connect to server

Indicated by error messages containing: “server not found” / “can not find specified endpoint”.

  • Check that you’ve entered the server name correctly: eldb.qmul-ceg.net
  • It can help some applications to specify that the connection uses TCP, either in a select dropdown or as a prefix: tcp:eldb.qmul-ceg.net
  • If the server name still doesn’t work, try using the endpoint name: tcp:ceg-mssql-02.czd1trqfl4br.eu-west-2.rds.amazonaws.com)
  • If that doesn’t work, try using the server’s IP address. When connecting on devices that are also connected into an organisation VPN, the connection may be routed via a DNS server that has not been populated with the domain URLs above.
    • The server IP address can change when the server is rebooted or updated. For this reason it is recommend, where possible, to use the server name or endpoint name.
    • The current server IP address is: tcp:192.168.5.130

View & Save VPN client logs

OpenVPN Connect

  • In the Profiles view, click on the 'code' icon in the top right-hand corner
  • The log file will be displayed
    • Click on the 'share' icon in the top right-hand corner
    • Save the log file to a suitable location

Tunnelblick

  • Click on the Tunnelblick icon in the menu bar, then click "VPN Details…".
  • Click on the large "Configurations" button at the top of the window.
  • Select the OpenVPN profile on the left side of the window.
  • Click on Copy Console Log to Clipboard and paste into a txt file.

OpenVPN GUI

  • Right-click on the tray icon and select View Log
  • The log file will open in a text editor
    • Save as a new txt file.