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Forum Discussion

Crash_HI's avatar
Crash_HI
Guide
May 21, 2021

Can't connect via VPN "The VPN Group list is empty"

Hi, Our user cannot connect via VPN. The client says:   "The VPN Group list is empty"   The VPN group and user are correctly listed in the Insight web site. I tried removing and re-adding the us...
Insight Cloud Management
DamianM's avatar
DamianM
NETGEAR Moderator
May 25, 2021

Hello Crash_HI,

 

welcome to the NETGEAR community!

 

I would like to ask you to restart your devices so that they can re-establish the connection. Our engineers have applied a fix and it should work fine after the restart.

 

Regards,
DamianM
NETGEAR team

  • Crash_HI's avatar
    Crash_HI
    Guide
    May 25, 2021

    After rebooting the router, according to the insight diagnostics, it is still broken.

  • Crash_HI's avatar
    Crash_HI
    Guide
    May 25, 2021

    Hi,

    I also attempted to connect with the client system and it still says the VPN group is empty so it is not working.

    Thanks

    • DamianM's avatar
      DamianM
      NETGEAR Moderator
      May 26, 2021

      Hello Crash_HI,

       

      I would like to discuss this case with the engineers and will let you know when I have further information for you.

       

      Have a nice day! 

       

      Best regards,
      DamianM
      NETGEAR team

      • Glassweaver's avatar
        Glassweaver
        Tutor
        May 28, 2021

        Hi Damian, 

        I received an update from Bryan a couple days ago and can confirm that the issue is resolved for me. For some users, I did have to remove them from the Insight VPN group memberships and re-add them, but the issue for me is fixed.

         

        As I iterated to Bryan in my case I had opened, please, pleeeaasssseeeeeeee try to be our voice in advocating for status.netgear.com to be updated next time an issue like this happens. If this were a service affecting issue with a Cisco device, status.cisco.com would have been updated within an hour of issue confirmation. Comparably, Netgear worked on this issue for two days without status.netgear.com having ever been updated. 

        This makes it impossible to trust netgears status page, and will make many MSPs and in house IT professionals shy away when a page that important can't be trusted. The mere existence of this forum post we're conversign in, and lack of reflected status on that page, is a stark contrast to the worlds of Cisco, Aruba, Juniper...etc. 

         

        Netgear makes great products, has good support, and, eventually, does fix issues like this. But these sorts of communicatoin issues would be a dealbreaker to any IT manager I have ever known. I'm not sure how the insight platform is going to grow and remain a viable product when netgears idea of communicating issues is to let you poor guys have to answer the same question over and over in support cases and forum posts that are never reflected on the status page. 

         

        Anyway, thank you again for all you guys do.