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VPN connection cannot be established

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Article ID: 174527

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Updated On:

Products

Web Security Service - WSS

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.