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Unable to set up VPN connection

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Getting started

Be sure to have a look at our getting started guides if you haven't yet.

This article lists the most common causes and solutions for when you have trouble connecting to your IXrouter, PLC, HMI, or other hardware.

You'll first have to determine where the problem lies, explained in easy steps.

If you already know where the problem lies, simply click one of the options below.

Additionally, we sometimes need the log files from your VPN Client to help us support you.

Determine the problem

Ping utility

The ping utility will be used throughout this guide to test if you can reach a device. You can use Command Prompt (Windows) or Terminal (Mac, Linux) to execute a ping command.

Test 1 - the connection to the IXrouter

You will need an active VPN connection to reach your devices. View our getting started guides for more information. You can verify your VPN connection by pinging the IXrouter's VPN address, which can be found in the concerning IXrouter's [Info] tab.

1_VPN_Address.png

    • Open Command Prompt (Windows) or Terminal (Mac, Linux).

Command prompt

Simultaneously press the windows key Windows_key.png and R to open the Run window. Enter "cmd" to open command prompt.
  • Execute the following command where you replace <vpn address> with your IXrouter's VPN address.
    ping <vpn address>

You can receive one of 2 responses. If you get the expected response below:

Reply from <vpn address>

... then you have an active VPN connection and you can continue to test #2 to test the connection to your device(s).

However, if you get a timeout response like the one below:

Request timed out

... then you do not have an active VPN connection. Go to "Unable to connect to your IXrouter" for help.

Test 2 - the connection to the device(s)

If you have active VPN connection you should normally be able to reach your devices (PLC, HMI, or other hardware). We'll test this by pinging the device(s) IP address(es).

Unique IP address

Note that every device needs to have a unique IP address and that this address cannot be the same as the IXrouter's LAN IP address, which can be found in the concerning IXrouter's [Config] tab.
    • Open Command Prompt (Windows) or Terminal (Mac, Linux).

Command prompt

Simultaneously press the windows key Windows_key.png and R to open the Run window. Enter "cmd" to open command prompt.
  • Execute the following command where you replace <ip address> with your device's IP address.
    ping <ip address>

You can receive one of 2 responses. If you get the expected response below:

Reply from <ip address>

... then you can reach your device and should be able to connect to it. If this is not the case, the issue resides in the (development) software that you are using to connect. Consult our connection guides or contact the manufacturer.

However, if you get a timeout response like the one below:

Request timed out

... then you have an active VPN connection, but are unable to reach the device(s). Go to "Unable to connect to your device(s)" for help.

Trying to reach a computer?

A PC may have firewall rules that block your inbound ping request. If possible, enable the following inbound firewall rules on the PC and try the ping test again.
  • All ICMP V4
  • File and Printer Sharing (Echo Request - ICMPv4-In)

Unable to connect to the IXrouter

You tried to ping the IXrouter's VPN address, but didn't get a reply, or you're simply unable to set up a VPN connection. The most common causes are:

If you get a specific error message, look here:

The VPN Client is not yet installed

Our VPN Client is a lightweight application, running in the background on your computer as a service or daemon, that enables you to make a secure VPN connection to your devices from within your web browser.

The TAP-adapter is outdated, disabled, or already in use

The TAP-adapter is a virtual adapter that's used to set up your VPN connection. Make sure that it isn't already in use, disabled, or that an older version (< version 9) has been installed after you installed the VPN client.

  • Open your network connections and look for a network adapter with "TAP-adapter" in its name or description.

Windows

Simultaneously press the windows key Windows_key.png and R to open the Run window. Enter "ncpa.cpl" to open your network connections.

The VPN client installs and uses version 9 of the virtual TAP-adapter to set up a secure VPN connection. Other software may have overwritten this by installing an older version.

  • Check the version of your TAP-adapter by viewing its description. If it says something along the lines of "TAP-adapter V9", then the version is correct. If not, please reinstall the VPN client.

The TAP-adapter needs to be enabled for the VPN client to set up a VPN connection.

  • Check the status of your TAP-adapter. If it shows "Disabled", right-click it and select "Enable".

4_TAP-adapter_disabled__marked_.png

Your computer only allows you to have one active VPN connection at a time.

  • Check the status of your TAP-adapter. If it shows that it's connected, then you already have a VPN connection active. Close your VPN connections and try to connect again. If necessary, go to test #1 again.

5_Already_active_VPN_connection.png

The connection is blocked by a firewall

If the above is all correct, then it's possible that something is being blocked by a firewall. This may be the computer's, company's or even country's firewall.

National firewall
If you are located in a country that restricts VPN usage on a national scale (i.e. China), have a look at our "VPN Client stealth mode"-article.

Computer/company firewall
 A computer/company firewall may possibly also block (some) traffic. A full overview of the ports and protocols used by the VPN client can be found in the "How does the VPN client connect? (ports & protocols)"-article.

Error 741

If you get the following error at the bottom of your screen:

OpenVPN: initialization completed with errors. (741)

Then please follow these next steps to resolve the issue.

  1. Download our tool from: https://cdn.ixon.cloud/support/vpnclient/winsock_reset.bat
  2. Right-click the downloaded file and select "Run as administrator"
  3. Restart your computer

If the above steps did not help, then an anti-virus software may be unnecessarily blocking your communication.

  1. Try to set up a VPN connection without having your anti-virus software active, or contact your IT administrator for help.

Problem solved?

The above steps should've helped you resolve your problem. If so, good! If not, please contact us and send us the log files of your VPN client.

Error 743 / 744

If you get any of the following errors at the bottom of your screen:

OpenVPN: no TUN/TAP adapter available. (743)
OpenVPN: exiting due to fatal error. (744)

Then please follow these next steps to resolve the issue.

Windows

There is likely no TAP-adapter available on your computer. This is the virtual network adapter that is used to set up a VPN connection.

  1. You may already have a VPN connection active on your computer. If so, please close down that connection and try again.
  2. Is the TAP-adapter disabled? For details, look here: The TAP-adapter is outdated, disabled, or already in use.

If the problem persists, please follow the steps below.

  1. Uninstall the VPN client (details)
  2. Uninstall the "TAP-Windows 9.xx.x" program on your computer
  3. Install the VPN client (details)

Problem solved?

The above steps should've helped you resolve your problem. If so, good! If not, please contact us and send us the log files of your VPN client.

macOS

These next steps help you in pinpointing the cause and resolving the error.

  1. You may already have a VPN connection active on your computer. If so, please close down that connection and try again.
  2. The kernel extension may not (yet) have been approved. Please take a look at our installation guide for the exact details: macOS VPN client installation.

If the problem persists, please follow the steps below.

  1. Uninstall the VPN client (details)
  2. Install the VPN client (details)

Problem solved?

The above steps should've helped you resolve your problem. If so, good! If not, please contact us and send us the log files of your VPN client.

Unable to connect to the device(s)

You tried to ping your device's IP address, but didn't get a reply, or you're simply unable to connect to your devices (PLC, HMI, or other hardware). The most common causes are:

The IP address is not set properly

The checks below ensure that you have set your device's network settings properly.

  • The subnet mask needs to be the same as the IXrouter, which is usually 255.255.255.0.
  • The subnet also needs to be the same as the IXrouter's LAN subnet. If the IXrouter's LAN IP address is 192.168.140.1 and its subnet mask 255.255.255.0 then it's subnet is the "192.168.140"-part.
  • The IP address needs to be different from the IXrouter's LAN IP address to avoid an IP conflict.

The default gateway is not configured

The device's network settings also include a default gateway, which may be named simply "gateway" or "use router". We recommend to always properly configure the default gateway on your device if you want to access it remotely.

  • Set the default gateway to the IXrouter's LAN IP address.

Unsure where to configure the default gateway?

If you're unsure where you can find your device's default gateway, please have a look at our connection guides or contact the manufacturer.

If you are unable to configure this setting on your device, you can use our source NAT feature to access your devices regardless.

  • Go to [Devices] in the main menuHandIcon1.png, select the concerning IXrouterHandIcon2.png, open its [Config]HandIcon3.pngtab, and edit edit_black.png the LAN settingsHandIcon4.png.

  • Press [Show more]HandIcon1.png, toggle [Enable source NAT]HandIcon2.png, and press [Confirm]HandIcon3.png.

Temporary disconnect

After this next step, the config push, the device will temporarily disconnect to reconfigure its network settings and will automatically reconnect. This may take a minute.
  • Finally, press [Push changes]HandIcon.pngin the config tab to complete the setup.

Problem solved?

The above steps should've helped you resolve your problem. If so, good! If not, please contact us.

VPN client log file locations

To help us support you, we sometimes need the log files from your VPN client. On Windows and macOS simply copy and paste the following locations in your file browser.

Windows %ProgramData%\IXON\VPN Client\Logs
macOS /Library/Logs/IXON/ VPN Client

On Linux the log files can be accessed using journalctl, for example:

journalctl -u vpn_client