Azure Point to Site VPN keep disconnecting for few users

Srinath Ravi 1

HI ,

we have deployed Azure VPN ( Point to site ) for more than 100 users , but more than 10+ users complaining that azure point to site VPN disconnecting frequently . Apps is downloaded from store only .

someone help me this is known issue ? I raised the support ticket but no proper solution.

GitaraniSharma-MSFT 48,011 Reputation points Microsoft Employee

2024-05-01T12:59:00.4033333+00:00
Hello @Srinath Ravi ,

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

I understand that Azure Point to Site VPN keeps disconnecting for few of your users and you would like to know the reason behind this issue.

Could you please share the below details:

Are there any error messages on the VPN client when it disconnects?

What is the tunnel type and authentication type configured for P2S VPN in the Azure portal?

You mentioned that you raised a support ticket, could you please share the support request number, so that I can check the details from my end? You could share the support request number in the private message.

Regards,

Gita
Srinath Ravi 1 Reputation point

2024-05-01T13:17:05+00:00

Hi

please find the support ticket in private message. Tunnel type is open vpn .

It not show any error it keep disconnecting and connecting back , we have checked different network , location , users and laptop. Few user getting disconnect atleast 10 time a day ..
GitaraniSharma-MSFT 48,011 Reputation points Microsoft Employee

2024-05-01T13:46:46.8166667+00:00

@Srinath Ravi , thank you for sharing the support request number. Please allow me some time to go through the details in the support request and get back to you.
GitaraniSharma-MSFT 48,011 Reputation points Microsoft Employee

2024-05-02T15:08:56.86+00:00

@Srinath Ravi , I checked the support request and can see that the support team has engaged the backend team for a detailed investigation on this issue. They have reviewed the backend VPN logs and found the disconnect reason as below:

"Disconnect request received <= Remote initiated"

So, the backend team has requested for AzureVpnCxn.log from the disconnected clients to analyze it further.

I also checked for any known issues and found a couple of old issues related to the Azure VPN client version and Intune/Microsoft Endpoint Manager, but both have been mitigated. As of today, I don't see any known issues that could cause the random P2S VPN disconnections.

My suggestion would be to share the requested details and logs with the support team, so that they can provide these logs to the backend team for an in-depth investigation.

Regards,

Gita
Srinath Ravi 1 Reputation point

2024-05-02T15:14:23.54+00:00

Gita, Thanks for the update,. We are struggle between the enduser for last 2 month. Any other option is their for premium kind of ticket opening for this issues?
GitaraniSharma-MSFT 48,011 Reputation points Microsoft Employee

2024-05-02T16:27:58.9866667+00:00

@Srinath Ravi , the support ticket type is always derived from your support plan.

And the maximum available severity level and time to respond depends on your support plan and the country/region in which you're located, including the timing of business hours in that country/region.

I notice that you currently have a Severity B support case which means Moderate business impact, which implies that customer’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner.

Considering that the issue isn't affecting all of your end users, and the disconnections occur randomly, the severity B classification seems appropriate in this scenario.

I understand that you've already invested a considerable amount of time addressing this issue. However, the backend team was only engaged two days ago, so I would recommend waiting for them to complete their analysis of logs and investigation.

Additionally, I can see that the support team has involved both the Azure AD team and the Storage team to validate the Azure AD server configuration and investigate any potential Azure file server IOPS storage issues, per your recommendation.

I will also track the issue from my end and try to push for an escalation, if needed.

Regards,

Gita
GitaraniSharma-MSFT 48,011 Reputation points Microsoft Employee

2024-05-07T05:54:32.5133333+00:00

@Srinath Ravi , I tracked the support case and found that you've provided the requested logs, which the support team has forwarded to the backend team for thorough analysis. I'll continue to monitor the incident for any new updates.

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Azure Point to Site VPN keep disconnecting for few users