Author Topic: What do you do if you have problems connecting?  (Read 9901 times)

Offline Reuben

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What do you do if you have problems connecting?
« on: September 10, 2008, 10:58:28 PM »
1) Double check if your cert is still valid, surf to C:\Program Files\OpenVPN\config and double click on your USERNAME.crt file and see the expiry.

2) Ensure you are NOT using OpenVPN RC9/RC10 which has a bug in it.

Please download RC12 instead here. You can find this out by seeing the first line on your status log which would list what OpenVPN version you are using.

3) If you have only RECENTLY been having issues connecting in the past week or so and ESPECIALLY at night, this is most likely TM routing. To confirm this, do the following test.

Being able to surf international sites DOES NOT MEAN there is no problem on the international route as websites come in short bursts where loss doesn't affect it that much. In negotiating a connection, having no loss during this process is critical due to the verification procedures happening.

In Windows XP:

Click on Start, Run.
Type cmd

In the command prompt, type the following

ping bbc.co.uk -n 50

This will ping bbc.co.uk 50 times and should take about a minute or so.

Quote
Pinging bbc.co.uk [212.58.224.131] with 32 bytes of data:
Request timed out.
Reply from 212.58.224.131: bytes=32 time=354ms TTL=115
Reply from 212.58.224.131: bytes=32 time=310ms TTL=115
Reply from 212.58.224.131: bytes=32 time=319ms TTL=115
Reply from 212.58.224.131: bytes=32 time=311ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=314ms TTL=115
Reply from 212.58.224.131: bytes=32 time=314ms TTL=115
Reply from 212.58.224.131: bytes=32 time=310ms TTL=115
Reply from 212.58.224.131: bytes=32 time=318ms TTL=115
Request timed out.
Request timed out.
Reply from 212.58.224.131: bytes=32 time=314ms TTL=115
Reply from 212.58.224.131: bytes=32 time=312ms TTL=115
Reply from 212.58.224.131: bytes=32 time=314ms TTL=115
Reply from 212.58.224.131: bytes=32 time=318ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=315ms TTL=115
Request timed out.
Reply from 212.58.224.131: bytes=32 time=304ms TTL=115
Reply from 212.58.224.131: bytes=32 time=309ms TTL=115
Reply from 212.58.224.131: bytes=32 time=318ms TTL=115
Reply from 212.58.224.131: bytes=32 time=312ms TTL=115
Reply from 212.58.224.131: bytes=32 time=318ms TTL=115
Reply from 212.58.224.131: bytes=32 time=312ms TTL=115
Request timed out.
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=310ms TTL=115
Reply from 212.58.224.131: bytes=32 time=309ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=310ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=311ms TTL=115
Reply from 212.58.224.131: bytes=32 time=336ms TTL=115
Reply from 212.58.224.131: bytes=32 time=306ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=369ms TTL=115
Reply from 212.58.224.131: bytes=32 time=313ms TTL=115
Reply from 212.58.224.131: bytes=32 time=310ms TTL=115
Reply from 212.58.224.131: bytes=32 time=315ms TTL=115
Reply from 212.58.224.131: bytes=32 time=310ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=310ms TTL=115
Reply from 212.58.224.131: bytes=32 time=314ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=308ms TTL=115
Reply from 212.58.224.131: bytes=32 time=315ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115
Reply from 212.58.224.131: bytes=32 time=317ms TTL=115

Ping statistics for 212.58.224.131:
    Packets: Sent = 50, Received = 45, Lost = 5 (10% loss),
Approximate round trip times in milli-seconds:
    Minimum = 304ms, Maximum = 369ms, Average = 316ms


The highlighted part in RED is the most important part especially the one highlighted in purple.
If there is loss, there is most likely a problem with the international route.

Some of our customers have asked what happens if we had a US server? Besides the legal problems it poses, it appears that TM's international routing at night affects US equally with loss being high as well.




« Last Edit: September 24, 2008, 08:06:48 AM by Erun »
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