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Forum Discussion
Insight VPN is unreliable
I've been using the for the past year and it has worked most of the time.
However...
for the past week and a half, it has become very disappointing. Every night and often during the day the Network Speed graphs on the Insight Instant VPN application drop to 0 MB on both Recieved and Sent. When that happens, I loose connection to the devices on the network. The application shows it as connected (most of the time), the "Diagnosis Tool" shows Success. Sometimes the "Test VPN Server" button Insight App on the ipad responds with "Success", sometimes not.
I can use Team Viewer to get to the remote computer, so I know it's not a network problem. I can access several other devices from their internet-facing remote administration pages, so I know it's not an internet problem.
For the past week, I've been rebooting the router via the very, very limited Insight App on my ipad. That restores VPN connectivity most of the time. But rebooting disables Port Forwarding, Dynamic DNS, and OpenVPN which is becoming extremely tedious to restore manually everytime.
Before I dive into the 3 hour odyssy that is "Tech Support", I was hoping that someone might have some further troubleshooting suggestions.
Or to let me know if anyone has had similar issues.
thank you
-patrick
mac book pro running OS10.11.6
Insight VPN Ver. 1.1.0.10
22 Replies
I have the same problem. I also think the problem came after upgrading both BR500 to latest firmware v5.6.0.1
-John
Hi John,
After following some suggestions from a level 3 tech, it has been determined that the unit needs to be replaced. Our discussions didn't delve too deeply into the VPN problem specifically because we were focusing on the larger issue of the router losing it's non-Insight managed settings after a reboot (port-forward, DHCP Reservation, OpenVPN, DynDNS). That is the reason for the replacement.
If I find that the VPN reliablity changes after the new unit is installed I'll report back. In the meantime, good luck.
It's a pity that the Insight app can't make any changes to those deeper settings.
-patrick
Just to add firmware 5.6.0.2 was released today and can be found on the support page. This does address VPN issues customers were running into with losing VPN routes from VPN client to router. Once you get your replacement unit, I would recommend upgrading to that firmware and you should see your VPN connection be more reliable.
My VPN between two BR500 (Sweden-Spain) has now been stable since firmware 5.6.0.2
thanks. / John
To those running into issues with the VPN can you verify some things for me:
-Is the issue only affecting your site to site? or client to site setup?
-Do you have an ETA when you began to experience the issues?
-As for logging can you private message me the output from the VPN logs from the router. It can be found under the local browser:
My issue is Client to Site setup. I do not have a way to test site to site.
My original post came out of frustration with the long term intermittent problems with the VPN (in addition to a specific issue with a specific BR500).
But the new BR500 was put into service last Wednesday with FW5.6.0.2. VPN was solid for about 36 hours. Ever since 3am Friday, I have had no connectivity.
the BR500 GUI VPN page shows that it is Online with the VPN Group. However, the Insight Cloud Portal (and iOS app) Test VPN Server function fails with the message "Device is not responding as it is not connected to VPN server".
I spent about 4 hours last night with two different support people via chat with no success. I believe that the issue has been bounced up to engineering.
I will also PM you the vpn log.
thank you
-p
Saw the logs thank you. Working with engineering we believe we found the root cause and are debugging the issue. Any logs that are collected from BR500's are helpful.
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