VPN Client disconnected every hour

Question

VPN Client disconnected every hour

Panagiotis Velachoutakos 20

VPN Client on Mac keep disconnected every hour. it is started last week in North Europe region. There was no disconnection and the service was working without issues for 1-2 years

Can you please advise

Thank you

P.

KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-04T02:02:59.3433333+00:00
@Panagiotis Velachoutakos

Welcome to the Microsoft Q&A Platform. Thank you for reaching out & I hope you are doing well.

I understand that your P2S Tunnel is disconnecting frequently every hour.

Apologies for the delay in our response.

Is the issue still happening? If so,

Can you confirm if the issue is happening with a single device or multiple devices?

What is the authentication method you are using?

If AAD Based, and the issue is with a single machine,

Can you use a different credentials in this machine and try to log in?

Can you use the same credentials in a different machine and see if it succeeds.

Cheers,

Kapil
Pete Velachoutakos 6 Reputation points

2023-09-04T09:58:00.94+00:00

Hi Kapil,Thank you for your reply. The issue reproduced with different logins and devices using Azure active directory credentials with the Azure VPN client for MacOS
Pete Velachoutakos 6 Reputation points

2023-09-04T10:01:25.6366667+00:00

The login is successful just disconnects time to time. Reconnect is working at all times, no failure there. The issue is that it fails after one or two hours, reconnect is instant without any delay
Pete Velachoutakos 6 Reputation points

2023-09-04T10:02:27.6566667+00:00

No issues with the windows client the issue reproduced in the Mac VPN client with open VPN in case it helps
KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-05T05:53:19.5+00:00
@Panagiotis Velachoutakos

Thanks for the detailed information

For Troubleshooting this, we should check the VPN Client logs and VPN Gateway logs.

From the VPN Client,

Click "Show Logs Directory"

Here, you shall find a .log file

Please open it and see if there are any errors reported at the time of the disconnect event.

From VPN Gateway,

Make sure you have enabled Gateway Diagnostic Logs

https://learn.microsoft.com/en-us/answers/questions/216637/how-to-enable-vpn-gateway-diagnostics

Query the P2SDiagnosticLog

AzureDiagnostics | where Category == "P2SDiagnosticLog" | project TimeGenerated, OperationName, Message, Resource, ResourceGroup

Let me know if you see any error here

Cheers,

Kapil

Pete Velachoutakos 6

From the client

9/04/2023 10:23:57.482 ERROR com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343412 MMALogger.swift: 27 (log(_:level:)) OPENSSLCRYPTO:EVP_DecryptFinal failed	error: 230c1030607c083 from OpenSslCrypto.cpp line 193, facility OpenSSL
09/04/2023 10:23:57.482 ERROR com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343412 MMALogger.swift: 27 (log(_:level:)) [Primary] OPENVPNFRAMING: Decryption of packet failed
09/04/2023 10:23:57.482 ERROR com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343412 MMALogger.swift: 27 (log(_:level:)) [Primary] OPENVPNFRAMING: OpenVpnFraming hit error processing packet, initiating teardown of tunnel	error: 2d1330100000005 from OpenVpnFraming.cpp line 307, facility MobileAccess with detail: server response malformed
09/04/2023 10:23:57.482 INFO com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343412 MMALogger.swift: 21 (log(_:level:)) OPENVPNBUILDER:Terminating datapath connection as tcp connection is terminated.
09/04/2023 10:23:57.487 ERROR com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343422 MMALogger.swift: 27 (log(_:level:)) [Primary] CALLBACKTRANSPORT: Receive path failed	error: a0360100000006 from FdTransport.cpp line 54, facility MobileAccess with detail: client terminated the connection
09/04/2023 10:23:57.487 INFO com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343422 MMALogger.swift: 21 (log(_:level:)) OPENVPNCONNECTION:Terminating datapath connection as callback is terminated.
09/04/2023 10:23:57.487 INFO com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343325 MMALogger.swift: 21 (log(_:level:)) OPENVPNBUILDER:Disconnection reason is Unknown error
09/04/2023 10:23:57.487 INFO com.microsoft.AzureVpnMac.packetTunnelFlow TID=2343325 PacketTunnelFlow.swift: 95 (cancelRead()) Canceling read
09/04/2023 10:23:57.489 INFO com.microsoft.AzureVpnMac.packetTunnelProvider TID=2343325 PacketTunnelProviderConnection.swift: 748 (runConnection(packetFlow:configuration:)) user default secondary profile set
09/04/2023 10:23:57.489 ERROR com.microsoft.AzureVpnMac.packetTunnelProvider TID=2343325 PacketTunnelProviderConnection.swift: 758 (runConnection(packetFlow:configuration:)) Failed to get the desired config for connecting to redial IP address
09/04/2023 10:23:57.490 ERROR com.microsoft.AzureVpnMac.packetTunnelProvider TID=2343325 PacketTunnelProvider.swift: 346 (connectionFailed(error:)) Connection to VPN server failed.
runConnection finished while connectionEnded is false, remote disconnect triggered
09/04/2023 10:23:57.490 INFO com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343325 MMALogger.swift: 21 (log(_:level:)) Sleeping for 5 secs for telemetry events to get flushed
09/04/2023 10:24:02.490 INFO com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343325 MMALogger.swift: 21 (log(_:level:)) Continuing execution. Stopping telemetry
09/04/2023 10:24:03.527 INFO com.microsoft.AzureVpnMac.mobileAccessClientCore TID=2343325 MMALogger.swift: 21 (log(_:level:)) Telemetry flush result is 0
09/04/2023 10:24:03.527 INFO com.microsoft.AzureVpnMac.packetTunnelProvider TID=2343325 PacketTunnelProvider.swift: 379 (connectionFailed(error:)) Cancelling tunnel with error: MacTunnelExtension.PacketTunnelProviderError
09/04/2023 10:24:03.542 INFO com.microsoft.AzureVpnMac.packetTunnelProvider TID=2343325 PacketTunnelProviderConnection.swift: 777 (runConnection(packetFlow:configuration:)) PacketTunnelProviderConnection runConnection() exiting. Connection terminated by server.
09/04/2023 10:24:09.793 INFO com.microsoft.AzureVpnMac.generic TID=2362458 LoggerImpl.swift: 82 (logStartupInfo()) 
	******************************************************************************************************************************
		Tunnel version: 2.3.3 (3.3.3), Mac version: 13.5.1, Model: x86_64, Session Id: B31C890E-0A3B-4DD2-998E-9807B5F4F325
	******************************************************************************************************************************
09/04/2023 10:24:09.826 INFO com.microsoft.AzureVpnMac.packetTunnelProvider TID=2362478 PacketTunnelProvider.swift: 51 (startTunnel(options:completionHandler:)) PacketTunnelProvider starting tunnel, from main app: false.

KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-06T09:01:05.43+00:00
@Panagiotis Velachoutakos

Thanks for the logs.

From the looks of it, I think we will need a specialized 1:1 session, where a support engineer can have a screen share session to pinpoint the issue.

If you have a support plan you may file a support ticket, else please do let us know, we will try and help you get a one-time free technical support.

In case you need a one-time free technical support could you please send an email to AzCommunity[At]Microsoft[Dot]Com with the below details.

Subject : Attn Kaananth

Thread URL : Link to this thread.

Subscription ID : Subscription ID of the VPN Gateway.

Cheers,

Kapil
Pete Velachoutakos 6 Reputation points

2023-09-06T12:19:51.65+00:00

I believe we have some support from the Microsoft partner portal, let me come back to you thanks again. P.
KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-11T10:17:32.5533333+00:00

@Panagiotis Velachoutakos , Pete Velachoutakos,

Meanwhile, can you please try using the version VPN client to version 2.2159.179.0 and see that helps?

Thanks,

Kapil
Pete Velachoutakos 6 Reputation points

2023-09-11T10:20:42.9566667+00:00

Hi Kapil, It is sorted using the beta version. Thank you again for your support and your time for this one.
Pete Velachoutakos 6 Reputation points

2023-09-11T10:21:39.2066667+00:00

In case it helps 2.3.14 beta version works perfectly
KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-11T10:36:46.35+00:00

@Panagiotis Velachoutakos

You are most welcome.

I have summarized our discussion and posted it as a new answer.

I would highly appreciate if you could Accept the answer and close this thread

Original posters help the community find answers faster by identifying the correct answer.

Thanks,

Kapil

Accepted answer

0 additional answers

Your answer

KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-04T02:02:59.3433333+00:00

@Panagiotis Velachoutakos

Welcome to the Microsoft Q&A Platform. Thank you for reaching out & I hope you are doing well.

I understand that your P2S Tunnel is disconnecting frequently every hour.

Apologies for the delay in our response.

Is the issue still happening? If so,

Can you confirm if the issue is happening with a single device or multiple devices?

What is the authentication method you are using?

If AAD Based, and the issue is with a single machine,

Can you use a different credentials in this machine and try to log in?

Can you use the same credentials in a different machine and see if it succeeds.

Cheers,

Kapil
Pete Velachoutakos 6 Reputation points

2023-09-04T09:58:00.94+00:00

Hi Kapil,Thank you for your reply. The issue reproduced with different logins and devices using Azure active directory credentials with the Azure VPN client for MacOS
Pete Velachoutakos 6 Reputation points

2023-09-04T10:01:25.6366667+00:00

The login is successful just disconnects time to time. Reconnect is working at all times, no failure there. The issue is that it fails after one or two hours, reconnect is instant without any delay
Pete Velachoutakos 6 Reputation points

2023-09-04T10:02:27.6566667+00:00

No issues with the windows client the issue reproduced in the Mac VPN client with open VPN in case it helps
KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-05T05:53:19.5+00:00

@Panagiotis Velachoutakos

Thanks for the detailed information

For Troubleshooting this, we should check the VPN Client logs and VPN Gateway logs.

From the VPN Client,

Click "Show Logs Directory"

Here, you shall find a .log file

Please open it and see if there are any errors reported at the time of the disconnect event.

From VPN Gateway,

Make sure you have enabled Gateway Diagnostic Logs

https://learn.microsoft.com/en-us/answers/questions/216637/how-to-enable-vpn-gateway-diagnostics

Query the P2SDiagnosticLog

AzureDiagnostics | where Category == "P2SDiagnosticLog" | project TimeGenerated, OperationName, Message, Resource, ResourceGroup

Let me know if you see any error here

Cheers,

Kapil
KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-06T09:01:05.43+00:00

@Panagiotis Velachoutakos

Thanks for the logs.

From the looks of it, I think we will need a specialized 1:1 session, where a support engineer can have a screen share session to pinpoint the issue.

If you have a support plan you may file a support ticket, else please do let us know, we will try and help you get a one-time free technical support.

In case you need a one-time free technical support could you please send an email to AzCommunity[At]Microsoft[Dot]Com with the below details.

Subject : Attn Kaananth

Thread URL : Link to this thread.

Subscription ID : Subscription ID of the VPN Gateway.

Cheers,

Kapil
Pete Velachoutakos 6 Reputation points

2023-09-06T12:19:51.65+00:00

I believe we have some support from the Microsoft partner portal, let me come back to you thanks again. P.
KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-11T10:17:32.5533333+00:00

@Panagiotis Velachoutakos , Pete Velachoutakos,

Meanwhile, can you please try using the version VPN client to version 2.2159.179.0 and see that helps?

Thanks,

Kapil
Pete Velachoutakos 6 Reputation points

2023-09-11T10:20:42.9566667+00:00

Hi Kapil, It is sorted using the beta version. Thank you again for your support and your time for this one.
Pete Velachoutakos 6 Reputation points

2023-09-11T10:21:39.2066667+00:00

In case it helps 2.3.14 beta version works perfectly
KapilAnanth-MSFT 49,611 Reputation points Microsoft Employee Moderator

2023-09-11T10:36:46.35+00:00

@Panagiotis Velachoutakos

You are most welcome.

I have summarized our discussion and posted it as a new answer.

I would highly appreciate if you could Accept the answer and close this thread

Original posters help the community find answers faster by identifying the correct answer.

Thanks,

Kapil

Answer 1

KapilAnanth-MSFT 49,611 Microsoft Employee Moderator

@Panagiotis Velachoutakos

Welcome to the Microsoft Q&A Platform. Thank you for reaching out & I hope you are doing well.

I understand that your P2S Tunnel is disconnecting frequently every hour.

I suggested we use a different version of the client App.

You confirmed that 2.3.14 beta version works perfectly and the issue is not reproducible.

Thanks for your continued contribution on Q&A and appreciate much for taking the time to share your feedback.

Thanks,

Kapil

Please don’t forget to close the thread by clicking "Accept the answer" wherever the information provided helps you, as this can be beneficial to other community members.

Sam Rueby 86 Reputation points

2023-10-10T19:28:37.4533333+00:00

Hello- we are seeing this exact problem. I am unable to find the beta version for Mac.
Panagiotis Velachoutakos 20 Reputation points

2023-10-10T19:32:13.66+00:00

I suggest to open a support ticket so as the Azure support to invite you to the beta channel. Access is invite only based on my understanding
Sam Rueby 86 Reputation points

2023-10-16T17:19:36.1433333+00:00

Confirmed the beta client worked for us too

Please release this as an update to the app store.

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VPN Client disconnected every hour

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