Login
logo

Talk2M or VPN Wizard Failing with Timeout

05 Jul 2022
When running the Talk2M or VPN wizard, it fails with a connection timeout. The Ewon is connected to the Internet, but it can’t connect to the VPN. It shows offline in eCatcher.

 

APPLICABLE PRODUCTS

  • Ewon Cosy
  • Ewon Flexy
  • Ewon Talk2M

 

ISSUE / QUESTION / SYMPTOM

Despite having a good Internet connection, the device can’t finish configuring its connection to Talk2M so it can’t be used for remote access. Some possible errors:

  • t2m-HTTPS dialog failed
  • t2m-VPN connection timeout
 

POSSIBLE CAUSES / ANSWER

  • Firewall is blocking the Ewon's connection to our servers
  • Deep packet inspection breaks the certificate chain, triggering security protections

 

TROUBLESHOOTING STEPS

  1. Verify the Ewon’s Internet connection using the Internet connection test in the Internet wizard. This is enabled by default when the Internet wizard is run.

  2. Run the VPN wizard's test as well.
    1. WAN connection fails: double check Ewon's Internet connection.
    2. UDP connection fails: is a firewall blocking UDP connections? Make sure connections on port 1194 are allowed.
    3. HTTP direct connection fails: is a firewall blocking connections to the Talk2M servers?

  3. Download and run the Talk2M Connection Checker on a computer with the same connection as your Ewon. Note that Connection Checker is a diagnostic tool that gives us more information about your network. It passing does not necessarily mean there is not some other issue preventing the Ewon from connecting.
    1. If the Ewon is connected by Ethernet, unplug the cable from the Ewon’s WAN port and plug it into the computer running Connection Checker.
    2. If the Ewon is connected by Wi-Fi, run Connection Checker on a computer connected to the same Wi-Fi network.
    3. The utility will attempt to connect to Talk2M servers and report which, if any, it wasn’t able to reach.
    4. If it is necessary to contact support, include the log files Connection Checker saves to the Documents folder.

  4. Provide the site's IT team with the document Addresses and ports used by Talk2M.
    1. Make sure that the firewall allows connections to the Talk2M servers.
    2. Disable deep packet inspection for the Ewon.

Generally, the following two wildcard addresses should be allowed:

  • *.talk2m.com:443 (TCP protocol)
  • *.talk2m.com:1194 (UDP protocol)

If wildcard addresses are not acceptable, a full list of server hostnames and IP addresses is available on the HMS webpage Talk2M VPN Servers.