SSL VPN Disconnects - Connection reset, restarting[-1]

XTM525 running 12.1.3. VPN Client 12.5.3

VPN client on a mac is having intermittent VPN SSL disconnects. He gets kicked off the VPN and then has to manually sign back on.

The VPN client log shows the following:

STATE:1600868808,CONNECTED,SUCCESS,192.168.113.6,38.104.125.186,443,192.168.7.30,51072
LOG:1600879593,N,Connection reset, restarting [-1]
LOG:1600879593,I,SIGUSR1[soft,connection-reset] received, process restarting
LOG:1600879593,,MANAGEMENT: >STATE:1600879593,RECONNECTING,connection-reset,,,,,
STATE:1600879593,RECONNECTING,connection-reset,,,,,

How do you read the timestamp?
Why is this user having their connection reset?

Answers

  • James_CarsonJames_Carson Moderator, WatchGuard Representative

    Hi @JoshuaThompson

    Logs should have a timestamp preceding them, like:
    2020-10-12T07:36:29.974 OVPN:>LOG:1602513389,,OPTIONS IMPORT: peer-id set

    The mac version may hide this -- the number you're looking at is the LOG/event ID, which is why it repeats for that last one quite a bit. Those logs are all related.[

    The small bit of the log you have there is showing that a connection reset occurred -- if this is only happening at the site the mac user is at, I'd suggest having them try a few things:

    -Have them connect their Mac from anywhere else. If they can connect to wifi elsewhere or hotspot via their phone, does the issue still occur?

    -Have them try with any other machine (there are OpenVPN clients available for phones, PC, Mac, etc.) Do they have the same issue with other machines?

    -If they've done an OS upgrade with the VPN client installed, completely uninstall it, then re-install it. This re-installs and reconfigured the tunnel adapter that the VPN works with.

    Failing all of that, I'd suggest a support case so that a support rep can look at your case in depth and help there.

    -James Carson
    WatchGuard Customer Support

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