[Software] Zyxel IPSec VPN client troubleshooting tips Security Firewalls icon

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Ron
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  1. I get a problem with software installation
    • My computer warns me about installing the software
      • Make sure you have the latest version of the VPN client.  Software can be downloaded here.
      • User Account Control may display a notification regarding the software making changes.  By default, Windows User Account Control is set to notify you when programs attempt to make changes to the OS.
        • This action requires administrative elevation.  Click Yes to continue with the installation wizard.
        • Click on "Show more details" to view the signing certificate and make sure it is still valid or make changes to the User Account Control notifications.
    • App will not install
      • Attempting to run the software installation wizard, but nothing happens.
        • Try downloading the software again.
        • Use a different browser to rule out as the problem.
        • Pause any Security Suites on your computer (Anti-Virus, Malware Remover, etc.) to make sure they are not preventing the installer from running.
        • Make sure user account has software installation privileges.
        • Try installing using Administrator account or Safe Mode.
        • Right-Click on the software installation executable and select to Run as Administrator.
    • Installer stalls midway
      • Re-download software installation in case current file is corrupt.
      • Try a different browser to download the installer.
      • Make sure there is enough storage space on the computer.
  2. I get a problem with the software activation
    • I don't know how to enter my license key
      • I have a license key
        • Run the VPN Client
        • Open the "Configuration Panel"
        • Click the "?" icon and run the "Activation Wizard"
        • Enter license key
        • Enter email address
        • Proceed with the activation wizard to finish registration
      • I don't have a license
        • The client comes with a 30-day trial
        • To purchase a license, visit the "Where to Buy" area on our website.
        • Submit a sales inquiry form here.
      • I get another problem
        • Please contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
        • Submit a support request form here.
    • I get an activation error code "031: License Not Found"
      • License should contain 24-characters
      • Check the license number carefully to make sure it was entered correctly.
      • Please contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
      • Submit a support request form here.
    • I get an activation error code "033: Activation Quota Exceeded"
      • License can only be activated on one device
      • If license needs to be activated on a new device, please call tech support @ 800-255-4101 option 5 Monday-Friday from 8AM-5PM PT for assistance in transferring license.
    • Manually activate software license
      • Locate the "prodact.dat" file on your computer, this file is found in the "Documents" directory of your Windows machine
      • Go to the manual activation site here to upload the "prodact.dat" file.  This is a 3-Step process wizard.
      • Once you have selected the prodact.dat file click the Submit button.
      • If there is an issue with the file the wizard will provide troubleshooting steps to fix the issue.  Click the Proceed button if the file is fine.
      • Download the activation "*.dat" provided on step 3 and save it on the same directory the prodact.dat file is located (ex: Documents).
      • Quit and restart the software client.
    • I get a different error code
      • Make note of the error code
      • Contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
      • Submit a support request form here.
  3. I cannot open a VPN tunnel
    • Status shows "Giving up the connection"
      • Make sure the "Remote Gateway" IP address or Domain/DDNS hostname is entered correctly.
      • Check if the gateway is reachable using what is provided on the "Remote Gateway" field
      • Verify that your computer is connected to the internet
      • If there are any other IPSec VPN clients running on the computer, quit them all and restart the Zyxel IPSec VPN Client.
      • Contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
      • Submit a support request form here.
    • No proposal chosen Phase 1 Algorithms mismatch
      • Verify that the Encryption, Authentication and Diffie-Hellman group configuration matches both gateway and client setup.
      • Check Local and Remote IDs
      • Contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
      • Submit a support request form here.
    • No proposal chosen Phase 2 Algorithms mismatch
      • Verify that the Encryption, Authentication and Mode configuration matches both gateway and client setup.
      • Check PFS setup
      • Contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
      • Submit a support request form here.
    • I get a different error
      • Make note of the error code/message
      • Contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
      • Submit a support request form here.
  4. I get another problem
    • Contact tech support @ 800-255-4101 option 5.  Available Monday-Friday from 8AM-5PM PT.
    • Submit a support request form here.

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