UniFi Identity Enterprise - Troubleshoot VPN Issues

Common One-Click VPN Issues

Issues

  • One-Click VPN is frequently disconnected.
  • The status shows VPN Connected but you still cannot connect to the internet.

Resolutions
Check the following and try connecting to the VPN again:

  1. Make sure One-Click VPN is set up correctly.
  2. Make sure port 10118 is enabled.
  3. If a public IP address is assigned to your UniFi Console, port forwarding does not need to be configured manually.
  4. If no public IP address is assigned to your UniFi Console, port forwarding needs to be configured on the router to which the UniFi Console is connected.
  5. Make sure that port 10118 is not included in any custom port forwarding rules.
  6. Make sure the One-Click VPN status is "Enabled" in Identity Enterprise Manager > Services > One-Click VPN.
  7. Make sure a public IP address is configured. Please refer to VPN Connection Issues or Frequent VPN Disconnections or Timeouts/Ensure a Public IP Is Configured below for details.
  8. Make sure your Identity Enterprise Agent is online.
  9. If your issue persists, please refer to VPN Connection Issues or Frequent VPN Disconnections/Timeouts below for more information.

VPN Connection Issues or Frequent VPN Disconnections or Timeouts

  • For users: If you are unable to connect to One-Click VPN, please contact your UniFi Identity Enterprise administrator and then submit your feedback on your Identity Enterprise mobile app.

  • For administrators: Go to your Identity Enterprise Manager > Services > One-Click VPN > VPN to modify the VPN settings.

If you've followed the steps above but are still experiencing connection issues, refer to the resolutions below in order.

A. Ensure a Public IP Is Configured

If your UniFi Console does not have a public IP address, you will need to configure port forwarding. Multi-level port forwarding is required for consoles with a public IP address that has multi-level routes. You can use the following methods to check your console's public IP settings:

  • Method 1: Check in your OS Settings.
    1. Go to UniFi OS > Settings > General.
    2. Check if the WAN IP is a public IP.
  • Method 2: Check via SSH.
    1. Enter the following traceroute command:

      ssh root@UDM_IP
      traceroute google.com
    2. Check if the first router address is a public IP.

    3. Enter this command to check the VPN operating environment.

      ssh root@UDM_IP
      unifi-os shell
      uid health vpn

B. Ensure the One-Click VPN Settings Are Correct

  1. Go to Services and click One-Click VPN.
  2. Do either of the following:
    • If the workspace has one site: Go to VPN and click the One-Click VPN.
    • If the workspace has multiple sites: Go to Sites, click a site, go to VPN, and click a One-Click VPN.
  3. Make sure the settings are correct, especially the VPN port and IP address.

C. Enter the Telnet Command to Check the VPN Port Connectivity

Note: This method is only available when the VPN uses TCP protocol. The IP and port are automatically filled in the VPN settings.

  • If the telnet IP port can be connected, a "Connected to" status will be shown.troubleshoot-VPN-telnet.png
  • If the telnet IP port cannot be connected, an "Unable to connect" status will be shown.troubleshoot-VPN-no-route.png

D. Sign In to UniFi OS via SSH

Note: Do not close the SSH terminal because you will need to return to it later.

  1. Enter the following command:
ssh root@UDM_IP
tcpdump -i eth8 dst port 10118
    • eth8 in the command line represents the console WAN port with an Ethernet connection and is calculated as eth(n-1), where n indicates the port number.

    • Example: eth8 on a UDM Pro indicates that Port Number 9 on the console is connected via Ethernet cable (eth(9-1) = eth8 ). For a UDM, it would be eth(5-1) or eth(4).

  1. Launch your Identity Enterprise desktop app or mobile app.
  2. Click One-Click VPN.
  3. Check if packets are being sent and received.
  4. If you're still experiencing connection issues, please check your port forwarding and firewall rules.

Issue Related to Single WAN Support with Multiple Public IP Addresses

One-Click VPN only supports multiple public IP addresses on a single WAN when using the TCP network protocol. When this protocol is in use, all console IPs are available.

If you use the UDP protocol to set up a One-Click VPN, you will only be able to use the primary IP for VPN connections. This is because UDP is a connectionless protocol. When client packets sent to the server reach the network layer, the server is likely to forget the client’s requested destination IP. As a result, the server chooses the primary IP as the source address when sending packets back to the client. Therefore, you cannot use multiple public IPs while using the UDP protocol.

Issue Related to Dual WAN Support

One-Click VPN doesn't support multiple WAN configurations over UDP because the protocol cannot remember the source IP address when packets return to the server.

To solve this issue, do either of the following:

  • Change Load Balancing to "Failover Only".
    1. Go to your UniFi Network application.
    2. Go to Settings > Internet > Load Balancing.
    3. Select "Failover Only".
  • Switch the protocol from UDP to TCP. Note: This method is applicable to OpenVPN only. WireGuard VPN does not support TCP.
    1. Sign in to your Identity Enterprise Manager.
    2. Go to Services > One-Click VPN > VPN.
    3. Select a VPN and scroll down to Advanced > Protocol.
    4. Change "UDP" to "TCP".
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