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Endpoint Connect disconnects after a short period of time with an error 'Failed to renew Encryption keys' Technical Level
Symptoms
  • Endpoint Connect disconnects after a short period of time with an error 'Failed to renew Encryption keys'

  • SmartView Tracker shows:
    Remote access client ip address and port were changed

  • Endpoint Connect client's trac.log file shows (right-click - VPN Options - 'Advanced' tab - check 'Enable logging' - Close - replicate the issue - click 'Collect Logs'):

    [tunnel] IkeTunnel::TunnelTestTimeout: stop sending tunnel tests packets. deschedule SendTunnelTestPkt
    [tunnel] IkeTunnel::TunnelTestTimeout:Tunnel is disconnected !!!!
    ......
    [TrGUI] TrMainWindow::ShowBalloon: Showing text VPN tunnel has disconnected: Failed to renew Encryption keys
    ......
    [tunnel] IPsecTunnel::SendPacket: sending esp packet [CLIPS_IPSEC_ENC_DEC] CLIPS_IPSEC_ENC_DEC::Clips_IPSecEncDec::EncryptAndSendEspPkt: ERROR - trying to Enc & Send BUT NO OUTBOUND SA available.
    ......
    [IKE] CreateIPSecSAHandler: IPSec SAs was created successfully
    ......
    [tunnel] IkeTunnel::SchedSendTunnelTestPkt: Tunnel is not in reconnect state. No need to query GW.
Cause

The Endpoint VPN Client is not able to detect when the network is down.

This random issue happens only in certain circumstances:

  • Remote access users are connecting over air cards/wireless cards.
  • The network randomly goes down for different periods of time.
  • There are several network failures that need to occur.
  • The failure will not happen if a network cable is physically unplugged (just on the router).

Solution
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