One remote user suddenly unable to connect via SSLVPN

GrTGrT
in Technical Discussion

We have one remote user who suddenly is unable to connect to the firebox via the SSLVPN client. logs show the following:

2026-04-23T11:36:07.159 Launching WatchGuard Mobile VPN with SSL client. Version 2026.1.0 (Build 728868) Built:Dec 29 2025 20:25:45
2026-04-23T11:36:11.296 Requesting client configuration from xxxxxxxxxxxxxx.com:443
2026-04-23T11:36:23.311 FAILED:WinHttpSendRequest Fails - err: 12002 0
2026-04-23T11:36:35.413 FAILED:Cannot perform http request, timeout 12002
2026-04-23T11:36:35.415 failed to get domain name
2026-04-23T11:36:35.415 Failed to connect to server: xxxxxxxxxxx.com with error code 12002. The request returned with error 0

Credentials have been verified. It is isolated to his laptop. I disabled antivirus/firewall. Wondering if ISP could be at fault. Download speed 400Mbps. Upload speed 40Mbps.

Any suggestions?

Regards,
Greg Tokar

Comments

  • Bruce_BriggsBruce_Briggs

    WinHttpSendRequest Fails - err: 120020 - is a timeout getting to the destination

    Could be the ISP.
    Do you see any connection attempts from the user's public IP addr in Traffic Monitor?

  • GrTGrT

    This is what I see in Traffic Monitor when the user attempts to connect via the SSLVPN client:

    2026-04-23 15:37:30 wgcgi wgcgi_get_auth_type, invalid paramters
    2026-04-23 15:37:30 wgcgi cfgapi_checkSig: FAILED! This indicates some kind of programmer error: either the handle is bad or has been corrupted. cfg=(nil) sig=0
    2026-04-23 15:37:30 admd No matching reqeust session found
    2026-04-23 15:37:30 admd Authentication error. no matching session found for nobody. msg_id="1100-000C"
    2026-04-23 15:37:30 wgcgi SSL VPN user nobody@nobody from 71.185.213.4 was rejected - no matching session found.
    2026-04-23 15:37:30 wgcgi User not authenticated

    I appreciate your response Bruce.

    Regards,
    Greg

  • GrTGrT

    He does not receive the "p" prompt to send the push notification to Authpoint

  • Bruce_BriggsBruce_Briggs

    Alas, I have no Authpoint experience.

    Perhaps this can help:
    Troubleshoot AuthPoint
    https://www.watchguard.com/help/docs/help-center/en-US/Content/en-US/authpoint/authpoint_troubleshoot.html

    Consider opening a support case to get WG help in resolving this.

  • GrTGrT

    No worries! Thanks Bruce...I'll checkout that article

  • GrTGrT

    The issue does appear to be isolated to his laptop. I am able to connect with SSLVPN on my laptop with his credentials. Also, I am NOT able to connect on his laptop with my credentials, which work fine on my laptop. Maybe I will reach out to support. Anyway...thanks again, Bruce.

  • Bruce_BriggsBruce_Briggs

    " I disabled antivirus"
    Some AV products do HTTPS inspection which can cause issues.
    Disabling it often doesn't prevent this - uninstalling the product does.
    Consider trying this, at least for testing if this is the cause.

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