topic Re: Capsule VPN mobile users can't connect in General Topics

Capsule VPN mobile users can't connect

gilyazovamir — Mon, 16 Jun 2025 14:54:53 GMT

Hey, everybody!

When connecting users via Capsule VPN, it fails to authenticate (Unknown user, unknown user D). Gateway 81.20 JHF 92.
The problem occurs only from mobile devices, both android and ios, on different versions of the app. At the same time from PC the same users connect successfully.
Both existing domain users and created test domain users and users created in SmartConsole cannot connect.
I don't see any obvious errors in logs and debug.

Please, give me a hint.

Re: Capsule VPN mobile users can't connect

Lesley — Mon, 16 Jun 2025 18:45:45 GMT

What authentication is used? Same for Capsule VPN mobile users and PC users?

Just a wild guess: https://support.checkpoint.com/results/sk/sk88063

Re: Capsule VPN mobile users can't connect

the_rock — Mon, 16 Jun 2025 19:41:28 GMT

Have a look at what I attached, it might be relevant.

Andy

Re: Capsule VPN mobile users can't connect

PhoneBoy — Tue, 17 Jun 2025 15:16:04 GMT

Make sure those clients are enabled in the relevant gateway/cluster object.
This is from Demo Mode where they clearly aren't (and I'm fairly certain this is default):

Re: Capsule VPN mobile users can't connect

the_rock — Wed, 18 Jun 2025 03:15:42 GMT

Hey @gilyazovamir

Were you able to check what we suggested?

Andy

Re: Capsule VPN mobile users can't connect

gilyazovamir — Wed, 18 Jun 2025 10:35:05 GMT

Tried both personal certs and login/pass — neither works on mobile, but they’re fine on PC.

Thanks, we’ll test this SK

Re: Capsule VPN mobile users can't connect

gilyazovamir — Wed, 18 Jun 2025 10:44:11 GMT

Thank you for the suggestions. However, Capsule VPN is already enabled in the VPN clients section.

We'll try SK that Lesley suggested and update you on the results

Re: Capsule VPN mobile users can't connect

the_rock — Wed, 18 Jun 2025 10:58:50 GMT

You can try that sk, thogh it appears it only refers to certificate auth, but you said even username/pss method fails as well.

Andy

Re: Capsule VPN mobile users can't connect

the_rock — Wed, 18 Jun 2025 11:48:06 GMT

Btw, would you mind attach debugs with relevant username/IP? If possible, I would like to have a look...just blur out any sensitive data.

Andy