Unexpected HTTP(S) response. (113)
Unexpected HTTP(S) response. (213)
Unexpected HTTP(S) response. (313)

Then please follow these next steps to resolve the issue.

Check your VPN client's proxy settings
It's possible that the proxy settings are incorrect. Correct the proxy settings or turn them off if you're not using a proxy. Please consult our "VPN client settings"-article for details.

Are you using a virtual machine?
Make sure your root certificates are updated. Root certificates are updated by Windows Update, but can also manually update it:

1. Download the root certificate isrgrootx1.der.
2. Right-click the file isrgrootx1.der and select Install Certificate.
3. Select Local Machine as the Store location.
4. Select the Trusted Root Certification Authorities as the Certification store.
5. Close and re-open your browser.

Local antivirus or firewall software may be blocking communication

This can be tested by temporarily disabling any antivirus or firewall software and then attempt to establish a VPN connection to your device (CloudVPN Router / Agent). If it still does not work, please continue below. If it does work, consult your IT to make an exception for the VPN Client communication in your antivirus or firewall software. VPN Client communication details are listed here: How does the VPN client connect to the CloudVPN Portal? (ports & protocols).

Your internet traffic may be routed through a proxy server

Check with your IT if this is the case. If it is not the case, continue below. If it is the case, open your VPN Client settings and enter the proxy server details. 

Your company firewall may be blocking communication

This can be tested by temporarily connecting your computer to a different network, like your phone's Wi-Fi hotspot, and then attempt to establish a VPN connection to your device (CloudVPN router / CloudVPN Agent).
Make sure that your phone is not connected to the company network, otherwise your computer will still indirectly be connected to the company network as well. If it still does not work, please contact us.
If it does work, consult your IT to make an exception for the VPN Client communication in your company firewall. VPN Client communication details are listed here: How does the VPN client connect to the CloudVPN Portal? (ports & protocols).

If you get the following error at the bottom of your screen:

OpenVPN: reconnection attempt failed. (746)

Then your device (CloudVPN router/CloudVPN Agent) might have lost its VPN connection or went offline entirely while you were connected. Check if your device is back online and has a VPN connection. If so, you should be able to reconnect again.

Is the device offline?
Please consult the following article: Troubleshooting - unable to connect your CloudVPN router to the CloudVPN Portal.

My code isn't listed

Miscellaneous errors

Assertion error “pniopcac.exe”

This error message comes from Siemens software when you attempt to set up a VPN connection. Follow the steps below to resolve this problem.

1. Open the PG/PC interface either from the Windows Control Panel or from the SIMATIC Manager via "Tools > Set PG/PC Interface...".
2. Switch to the PNIO Adapter tab.
3. Disable the TAP-Windows Adapter and click OK.
   
4. Restart the computer.

General troubleshooting and tips

VPN Client installation ended prematurely

The VPN Client installation ends abruptly with error "Setup Wizard ended prematurely". This likely also affects any other .msi based installers on your computer. Make sure that Windows Installer is fully enabled. You may need to log into Windows with an administrator account to make these changes.

1. Simultaneously press the windows key  and R to open the Run window. Enter "gpedit.msc" to open your Local Group Policy Editor.
2. In the left menu, go to Computer Configuration > Administrative Templates > Windows Components > Windows Installer.
3. In the right pane, edit the Turn off Windows Installer setting.
   
4. Set it to Enabled and select Never, as depicted in the screenshot below.
   
5. Click OK to apply these changes.

An error occurred installing the TAP device driver

This error is shown during the installation of the VPN Client, when the installation of the VPN adapter (TAP-Windows Adapter) is blocked by a security program.

• Contact your IT administrator for assistance.
• Known programs that may interfere with the installation and may require the local IT administrator to create an exception for the TAP-Windows Adapter:
  
  • Pulse Secure
  • Forticlient
  • Checkpoint
  • ESET Internet Security

Installation not found when the VPN Client is already installed

The certificate from the VPN Client is not trusted by the browser. As a result, the message "No installation found" is displayed when trying to set up a VPN connection.

1. Restart the browser. Don't skip this step, as it may resolve the issue without further troubleshooting.

If that didn't resolve the issue, continue below.

Using Google Chrome? Try the following:

2. Go to chrome://flags/#allow-insecure-localhost
3. Set flag Allow invalid certificates for resources loaded from localhost to Enabled.
4. Restart Microsoft Edge for the changes to take effect.

Using Microsoft Edge? Try the following:

5. Go to edge://flags/#allow-insecure-localhost
6. Set flag Allow invalid certificates for resources loaded from localhost to Enabled.
7. Restart Microsoft Edge for the changes to take effect.

Using the Brave browser or Brave add-on? Try the following:

8. Turn Brave Shields off for the CloudVPN Portal.

If these steps did not help, try the following:

9. Open a new browser tab.
10. Go to the VPN Settings page at https://localhost:9250/.
11. Click Accept and continue to trust the certificate.

If the above steps did not help:

12. Contact your IT administrator for assistance.

The TAP-adapter is outdated, disabled, or already in use

The TAP-adapter is a virtual adapter that's used to establish a VPN connection. Make sure that it isn't already in use, disabled, or that an older version (< version 9) has been installed after you installed the VPN client.

• Open your network connections and look for a network adapter with "TAP-adapter" in its name or description.

Windows

Simultaneously press the windows key  and R to open the Run window. Enter "ncpa.cpl" to open your network connections.

The VPN client installs and uses version 9 of the virtual TAP-adapter to establish a secure VPN connection. Other software may have overwritten this by installing an older version.

• Check the version of your TAP-adapter by viewing its description. If it says something along the lines of "TAP-adapter V9", then the version is correct. If not, please reinstall the VPN client.

The TAP-adapter needs to be enabled for the VPN client to establish a VPN connection.

• Check the status of your TAP-adapter. If it shows "Disabled", right-click it and select "Enable".

Your computer only allows you to have one active VPN connection at a time.

• Check the status of your TAP-adapter. If it shows that it's connected, then you already have a VPN connection active. Close your VPN connections and try to connect again.

The connection is blocked by a firewall

If the above is all correct, then it's possible that something is being blocked by a firewall. This may be the computer's, company's or even country's firewall.

National firewall
If you are in a country that restricts VPN usage on a national scale (e.g. China), please consult our "VPN client settings"-article for the appropriate VPN client settings.

Computer/company firewall
A computer/company firewall may possibly also block (some) traffic. A full overview of the ports and protocols used by the VPN client can be found in the "How does the VPN client connect? (ports & protocols)"-article.

VPN client log file location

To help us support you, we sometimes need the log files from your VPN client.

On Windows and macOS you simply copy and paste the following locations in your file browser.

On Linux the log files can be accessed using journalctl, for example: