VPN connection cannot be established

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

The Cloud Connect Defense client cannot establish a VPN connection to the Web Security Service.

VPN connection cannot be established

Environment

Cloud Connect Defense Client integrated with the Web Security Service

Resolution

You can try the following solutions:

• Check for network connectivity.
• Check if the VPN certificate is installed on the endpoint.
• Check whether corporate network or ISP is preventing connections.
• Check whether the firewall is blocking ports. UDP port 500 and 4500.
   
  • UDP ping to client.threatpulse.net on 500 and 4500 ports can be run to verify connectivity.
    Tools such as PsPing can be used and verify the router is not blocking requests.
     
  • Wireshark can also be used to capture and trace UDP connections. Capture filters: dns and udp port 500 and udp port 4500.
     
• Collect Cloud Connect Defense client logs and submit them to the Symantec Technical Support team.