topic Re: VPN User getting disconnected with error unknown user after 1 hour in SASE and Remote Access

VPN User getting disconnected with error unknown user after 1 hour

Hasnain_Ansari — Thu, 13 Oct 2022 07:33:05 GMT

Dear team,

We are facing issue an issue:
Client VPN users are getting disconnected after around 1 hour and getting error "unknown user". And not able to connect whole day onwards. Next day the user can connect but faces same issue again and again,
Setup : R81.10 JHF-66 Maestro Setup

Any solution ?

Re: VPN User getting disconnected with error unknown user after 1 hour

G_W_Albrecht — Thu, 13 Oct 2022 08:58:01 GMT

Have you opened a SR# with TAC already ?

Re: VPN User getting disconnected with error unknown user after 1 hour

Hasnain_Ansari — Thu, 13 Oct 2022 09:14:57 GMT

Yes, we have opened the TAC case.
TAC is analyzing the logs, suspecting dis-connection with AD server of the gateway but same user is able to connect with different site (different gateway) using same credentials having same AD server.

Re: VPN User getting disconnected with error unknown user after 1 hour

PhoneBoy — Thu, 13 Oct 2022 20:13:05 GMT

Have you taken logs from the VPN client?
It might be useful to investigate those to see if you can get more information about what's happening.

Re: VPN User getting disconnected with error unknown user after 1 hour

Hasnain_Ansari — Fri, 14 Oct 2022 05:13:40 GMT

We have given client log as well.
We are just looking for the reason (just for curiosity) why it is happening with a gateway as same AD server is working perfectly with different gateway and user can work without any issue.

Re: VPN User getting disconnected with error unknown user after 1 hour

PhoneBoy — Fri, 14 Oct 2022 17:11:03 GMT

Without more information, it's difficult to say.
Let's start with what precisely the client logs say around the time the user was disconnected.

Re: VPN User getting disconnected with error unknown user after 1 hour

dbran_2903 — Mon, 03 Feb 2025 17:13:07 GMT

Hello, did you find a solution for your issue? I have the same the issue