Stuck on waiting for connection....
I have a user reporting the mobile vpn client (Windows 11 Pro) is stuck on this screen. This user was able to VPN before, and nothing changed.
I'm using the same vpn client version on my computer and I have no issue VPN.
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Hi @tantony
The log suggests that the client isn't able to connect to your firewall's IP.
I'd suggest starting by having your customer right click the SSLVPN icon in their windows system tray, and selecting view logs. There may be more information there.
If the issue is only happening on that PC, it's very likely something on that end -- the ISP modem, router, or PC that is connecting. Looking at the logs on that PC will likely provide the most information.
-James Carson
WatchGuard Customer Support
Thank you. I'll try vpn again and get the logs. I'm testing the VPN from my LTE hot spot. I'm able to connect from my laptop, but not the user's laptop.
Is there a 2nd SSL VPN client installed on the problem laptop?
Or some AV product which is blocking this connection?
Yes, there is another SSL VPN client use to connect to our other company. But he's not on that VPN when he's using the WG VPN Client.
Having 2 installed is generally a cause for 1 to not work.
Try uninstalling both and then install the WG one & test again.
I can't really uninstall the other VPN now because the user needs it.
I had the user connect again to WG VPN but still same issue, here's the log.
I see a bunch of these:
2024-09-06T12:40:12.704 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-06T12:40:12.704 Failed to launched openvpn. retCP=0
Note: I changed the public IP to VPN PUBLIC IP
Log
2024-09-06T08:40:01.430 Installing driver. "C:\Program Files (x86)\WatchGuard\WatchGuard Mobile VPN with SSL\devcon.exe" "C:\Program Files (x86)\WatchGuard\WatchGuard Mobile VPN with SSL\OemVista.inf" "tap0901"
2024-09-06T08:40:01.546 No matching devices found.
2024-09-06T08:40:01.651 "C:\Program Files (x86)\WatchGuard\WatchGuard Mobile VPN with SSL\devcon.exe" install "C:\Program Files (x86)\WatchGuard\WatchGuard Mobile VPN with SSL\OemVista.inf" "tap0901"
2024-09-06T08:40:03.125 Device node created. Install is complete when drivers are installed...
Updating drivers for tap0901 from C:\Program Files (x86)\WatchGuard\WatchGuard Mobile VPN with SSL\OemVista.inf.
Drivers installed successfully.
2024-09-06T12:39:31.588 Launching WatchGuard Mobile VPN with SSL client. Version 12.10.4 (Build 697552) Built:May 17 2024 15:35:25
2024-09-06T12:40:01.708 Requesting client configuration from VPN PUBLIC IP:443
2024-09-06T12:40:12.210 VERSION file is 5.37, client version is 5.37
2024-09-06T12:40:12.704 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-06T12:40:12.704 Failed to launched openvpn. retCP=0
2024-09-06T12:40:24.075 Requesting client configuration from VPN PUBLIC IP:443
2024-09-06T12:40:24.831 VERSION file is 5.37, client version is 5.37
2024-09-06T12:40:25.318 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-06T12:40:25.318 Failed to launched openvpn. retCP=0
2024-09-06T12:40:35.217 Requesting client configuration from VPN PUBLIC IP:443
2024-09-06T12:40:35.975 VERSION file is 5.37, client version is 5.37
2024-09-06T12:40:36.480 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-06T12:40:36.480 Failed to launched openvpn. retCP=0
2024-09-06T12:41:38.297 Requesting client configuration from vpn.ridgeeng.com:443
2024-09-06T12:41:42.061 VERSION file is 5.37, client version is 5.37
2024-09-06T12:41:42.551 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-06T12:41:42.551 Failed to launched openvpn. retCP=0
2024-09-06T12:41:52.606 Requesting client configuration from vpn.ridgeeng.com:443
2024-09-06T12:41:55.877 VERSION file is 5.37, client version is 5.37
2024-09-06T12:41:56.382 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-06T12:41:56.382 Failed to launched openvpn. retCP=0
The user tried the Mobile VPN client from WG software website and also from the local Firebox url https://Firebox_IP/sslvpn.html, same issue.
He can login to https://Firebox_IP/sslvpn.html and download, so his account is not the issue.
Quite sure that the issue is 2 SSLVPN clients installed.
Why not add a non-SSL VPN type for access to the problem site?
He also said he can't access WG VPN from his home laptop, which only has the WG VPN. But my home laptop can use WG VPN on the same version.
ISP device issue?
Hard to know.
What do the SSLVPN logs show on his laptop?
I had the user remove the other VPN client, and only have WG. But still getting this.
2024-09-09T19:10:35.798 WatchGuard Mobile VPN with SSL client is already running. Passing command line to process.
2024-09-09T19:10:56.175 Requesting client configuration from vpn.ridgeeng.com:443
2024-09-09T19:11:05.169 VERSION file is 5.37, client version is 5.37
2024-09-09T19:11:05.673 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-09T19:11:05.673 Failed to launched openvpn. retCP=0
2024-09-09T19:11:34.639 Requesting client configuration from vpn.ridgeeng.com:443
2024-09-09T19:11:36.138 VERSION file is 5.37, client version is 5.37
2024-09-09T19:11:36.643 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-09T19:11:36.643 Failed to launched openvpn. retCP=0
2024-09-09T19:12:08.992 Requesting client configuration from VPN PUBLIC IP:443
2024-09-09T19:12:10.261 VERSION file is 5.37, client version is 5.37
2024-09-09T19:12:10.742 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-09T19:12:10.774 Failed to launched openvpn. retCP=0
2024-09-09T19:12:59.984 ************OnEndSession event*************
2024-09-09T19:15:27.195 Launching WatchGuard Mobile VPN with SSL client. Version 12.10.4 (Build 697552) Built:May 17 2024 15:35:25
2024-09-09T19:15:39.397 Requesting client configuration from VPN PUBLIC IP:443
2024-09-09T19:16:06.294 VERSION file is 5.37, client version is 5.37
2024-09-09T19:16:06.766 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-09T19:16:06.766 Failed to launched openvpn. retCP=0
2024-09-09T19:16:22.022 Requesting client configuration from VPN PUBLIC IP:443
2024-09-09T19:16:23.519 VERSION file is 5.37, client version is 5.37
2024-09-09T19:16:24.023 failed to open shared memory for openvpn command (error: 2), please check the WatchGuard SSLVPN Service
2024-09-09T19:16:24.023 Failed to launched openvpn. retCP=0
Try a download & reinstall
Looks like Sophos is blocking OpenVPN, going to try that.
That didn't work either, I'm waiting for the user to give me the VPN client log to see what it says now, and also look at the event log.
According to this site, the solution seem to be to reinstall VPN client multiple times from the local firebox. The user already did that once, so I'm going to have him try again.
https://serverfault.com/questions/671542/watchguard-mobile-vpn-with-ssl-user-cant-connect-failed-to-open-shared-memo
Its weird because whether I have OpnVPN allowed or not on Sophos, his laptop keep getting that message.
I'm going to open a support case with WG