Got nl down for ppp unit
TechGuardian
Newbie ✭
Hi everyone!
A user of mine is having issues being booted off the VPN regularly. Sometimes they can connect for an hour or 2 but it's more like 30 minutes. I even created the user a brand new account this morning and they got booted within 20 minutes. I can see in the logs they connect but get disconnected soon after. They use a Mac if that's important and are the only user reporting issues (many other people use Mac). I'll paste some log messages below which I'm unsure what they mean. I do think the issue is on the user's new home router they just purchased 2 weeks ago. But, when I remoted into their computer and had them log in to their router I couldn't find anything strange. The user is on a 192. subnet and the company is on 10.
Assuming the issue is on the user's new home router, TP-Link, what should I be looking for?
User ****: access time interval timeout, close this connection, remove session
User ****: Got nl down for ppp unit
User ****: Got link down for ppp unit
Answers
ping the internet, the router and the IP of where you're VPNing to simultaneously. Watch for packet drops.
I would usually suggest PingInfoView for this - great for ad-hoc network monitoring from an end-user device. But don't know if it works in Wine on a Mac.
I reached out to support for this issue who responded with the below and the relevant log entries. Followed up with them and confirmed the issue is on the client side.
Now I need to figure out why when there is no active traffic flowing the connection drops (but only sometimes). The user wants to keep the connection open so they don't have to authenticate every time they want to access our internal resources. On some days the affected users including myself are fine and will remain connected for hours but other times it will auto disconnect at about the 10 minute mark.
I think it's either the firewall on the Mac or our antivirus software…
"As per the logs when the user tried to log in, due to internet fluctuation the user logged out from Mobile Connect.
Kindly check the below details:
2024-10-31 10:09:11.575 NxPlugin[95338.1359288] <info> Reconnect count = 0
2024-10-31 10:19:12.633 NxPlugin[95338.1364473] <error> readDataFromServer: Stopped reading packets from server. Error = The operation couldn’t be completed. Socket is not connected <<<<<<<<<<<<<<<<<<<<<<<<<
2024-10-31 10:19:12.636 NxPlugin[95338.1364473] <info> readDataFromServer: Reconnecting... <<<<<<<<<<<<<<<<<<<<<<<<<
2024-10-31 10:19:12.637 NxPlugin[95338.1359288] <info> reconnect(to: 50.208.184.21:4433): Initiating reconnection (initiated by readDataFromServer()) <<<<<<<<<<<<<<<<<<<<<<<<<
2024-10-31 10:19:12.637 NxPlugin[95338.1359288] <info> tunnelStatus = Disconnected <<<<<<<<<<<<<<<<<<<<<<<<<
So, this is a non-SonicWall issue."
@TechGuardian I had some weird issues myself on my Mac recently and it was caused by an SentinelOne Update. It ended up in having multiple "Filter & Proxys" installed in my Network settings. In my case "SentinelOne Network Monitoring" was registered twice which caused random drops of Network Connectivity.
It's just a wild guess, but worth a try :)
—Michael@BWC