I will pull full, extended pcaps at our edge router for the customer IP and at the nearest network router for the customer and send them to them to relay to their techs. At that point I require them to show where THEIR VPN is failing, as they control both end points. This is after due diligence on our network. Its almost always an end user issue, or junk IT staff that misconfigured something somewhere. It is not the IT staff place to wash their hands of their responsibility to the staff. I courteously relay that to the customer. I let the customer know that until the IT does their due diligence and identifies the VPN component failure, we cannot do anything. I have them take their device off our network and bring up the VPN to see if it is, in fact only happening on our network. At that point until the IT staff does their job and provides detailed VPN server/client logs and details of the VPN, there is nothing further we can do. Getting the staff member (who is now non productive) directing their concern in the right direction, at the IT staff, to their supervisors is pretty successful for me.
It used to always be ALG in the old dlinks, Microsoft is running scared right now that they are perceived to be not secure, god only knows what theyre up to if its a software client VPN, Or its an IT douche who "secures" the VPN by IP without bothering to ensure the client is on a static IP, I love that one. On Wed, Mar 17, 2021 at 10:48 AM Josh Luthman <[email protected]> wrote: > "We can't support someone else's service. If they can narrow down what > the issue exactly is we can help but without any information there's > nothing we can do, it's encrypted to keep us from being able to do > anything." > > Josh Luthman > 24/7 Help Desk: 937-552-2340 > Direct: 937-552-2343 > 1100 Wayne St > Suite 1337 > Troy, OH 45373 > > > On Wed, Mar 17, 2021 at 11:43 AM Mark - Myakka Technologies < > [email protected]> wrote: > >> Bill, >> >> Well that is the issue. Could be anything. Been working fine since >> June. I have many many more people using VPN's with no issues. >> >> But there is an issue on her link. This is a fiber link BTW. Her >> Internet works fine. >> >> Her IT guys have washed their hands of it, pushing it all on me. Not >> sure how I'm going to figure it out being I don't know what appliance she >> is using yet. Even when I get that info, I'll have no access to it. Doubt >> they are going to give me admin privileges on their equipment. Also, I >> don't get the opportunity to see what errors are showing up on server logs. >> >> >> >> >> -- >> Best regards, >> Mark mailto:[email protected] <[email protected]> >> >> Myakka Technologies, Inc. >> www.Myakka.com >> >> ------ >> >> Wednesday, March 17, 2021, 11:27:35 AM, you wrote: >> >> >> I would suspect maybe segmentation issues. Sometimes segment boundaries >> can mess with a VPN. >> >> bp >> <part15sbs{at}gmail{dot}com> >> On 3/17/2021 7:50 AM, Mark - Myakka Technologies wrote: >> >> I have a customer that has some type of VPN router device on our >> system. Her VPN isn't working anymore. Her Internet is fine. I did >> a packet capture for her IT guys and sent it to them. Their answer >> is the usual "It's your ISPs fault". I'm not a VPN expert, but I >> attached the filtered packet dump. Looks like things are talking back >> and forth. Any issues anyone can see? >> >> >> -- >> >> Thanks, >> Mark mailto:[email protected] <[email protected]> >> >> Myakka Technologies, Inc. >> www.Myakka.com >> -- >> AF mailing list >> [email protected] >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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