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Troubleshooting Windows VPN issues in UEM

Hexnode UEM empowers organizations to administer and configure VPN settings for their Windows 10 devices remotely. However, occasionally the devices may fail to connect to the configured VPN network due to various reasons. This article will help you troubleshoot any connection errors while configuring a VPN profile on Windows 10 devices using UEM.

The complete logs about VPN profiles will be available in the following locations in Event Viewer on the device:

  • Applications and Services Logs > Microsoft > Windows > DeviceManagement-Enterprise-Diagnostic-Provider > Admin
  • Applications and Services Logs > Microsoft > Windows > DeviceManagement-Enterprise-Diagnostic-Provider > Debug

To view these logs, make sure to select the Show Analytic and Debug Logs option in Event Viewer.

Troubleshoot common VPN connection errors on Windows

1. The VPN policy is not getting associated with the device

The probable reasons for this occurrence include:

  • The policy is not assigned to the correct devices or groups.
  • The devices cannot sync with Hexnode.

To resolve these issues, perform these steps:

  • Navigate to Policies on your UEM portal and select the corresponding VPN policy. Head on to the Policy Targets tab and examine whether the required devices have been added to the list. Alternatively, you can select the corresponding device from the Manage tab and check the policies associated with it from the Policies sub-tab on the device details page.
  • Ensure that the devices can sync with Hexnode. To perform a sync, go to Settings > Accounts > Access Work or school > Info and click on Sync on the Windows device.
  • Check for any errors in the MDM Diagnostic Information log on the device. To download the report, navigate to Settings > Accounts > Access Work or school > Info > Advanced Diagnostic Report > Create Report. Next, to access the report, head on to c:\Users\Public\Documents\MDMDiagnostics in File Explorer.

2. The device cannot connect to the VPN network although the policy is deployed to it

There may be many reasons for connectivity failures. Check out the following cases to troubleshoot common connectivity errors:

  • Try manually connecting the device to the VPN network using a certificate that employs the same criteria as specified in the VPN policy pushed via UEM. If the connection turns successful, examine the properties of the certificate used for manually establishing the VPN connection and make necessary changes to the VPN policy accordingly.
  • Check out the errors in the Radius server log on the Windows device. The Radius server log usually contains all the logs related to connectivity errors.