This article helps you to troubleshoot when you have problems with establishing a VPN connection to your device (StrideLinx router / StrideLinx Agent). If your device is offline, please consult the following article instead: Troubleshooting - unable to connect your StrideLinx router to the StrideLinx Cloud.

The most common causes are:

• Installation not found when the VPN Client is already installed
• The TAP-adapter is outdated, disabled, or in already use
• The connection is blocked by a firewall

If you get a specific error code at the bottom of your screen, look here:

• Error 113 / 213 / 313
• Error 710
• Error 741
• Error 743 / 744
• Error 746
• My error code isn't listed

• VPN client log file location

Most common causes

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

The TAP-adapter is outdated, disabled, or already in use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 in Microsoft Windows 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. Alternatively, check the section The TAP-adapter is used by another VPN client.

The VPN client may be configured to use a specifically named TAP-adapter that is unavailable.

• Check the "dev-node"-setting in the VPN client's advanced settings. If there is a name entered, make sure that a TAP-Adapter exists with that exact name (case-sensitive) or clear the "dev-node"-setting.

The TAP-adapter is used by another VPN client

Follow these steps if another VPN client is using the TAP-adapter. These steps describe how to install a new TAP-adapter, rename it, and configure the StrideLinx VPN Client to use it.

Add a new TAP-adapter

1. Download TAP-Windows Adapter V9.23.3: Windows 10 or Windows 7.
2. Install it and check the component TAP Utilities during the installation process as indicated in the image.
   
3. Once installed, search your computer for Add a new TAP virtual ethernet adapter, and execute it. If you're unable to find it, manually navigate to C:\ProgramData\Microsoft\Windows\Start Menu\Programs\TAP-Windows\Utilities, and execute the file there.

Rename the new TAP-adapter

1. Open Network Connections again.
2. There should now be a new TAP-Windows Adapter V9. It may carry another name, like Ethernet 2 or with a different number. Rename it to something recognizable, for example to: StrideLinx VPN adapter.

Configure the VPN Client to use this new TAP adapter

1. Open the VPN Client Settings by opening this link: https://localhost:9250/.
2. Select Advanced Mode in the bottom left corner.
3. Below OpenVPN, at dev-node, enter chosen the name for the TAP-adapter. In the above example, this would be StrideLinx VPN adapter.

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.

Error codes

Error 113 / 213 / 313

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

OpenVPN: OpenVPN encountered an error. (710)

Error 710

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

OpenVPN: OpenVPN encountered an error. (710)

Then please upgrade to the latest version of the VPN Client to resolve the issue. On Apple macOS and Linux this error can occur when the OS is outdated. For example, when using MacOS 10.14.

Error 741

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

OpenVPN: initialization completed with errors. (741)

Then please follow these next steps to resolve the issue.

1. Download our tool from: https://cdn.automationdirect.com/static/support/vpnclient/winsock_reset.bat
2. Right-click the downloaded file and select "Run as administrator"
3. Restart your computer

If the above steps did not help, then an anti-virus software may be unnecessarily blocking your communication.

4. Try to establish a VPN connection without having your anti-virus software active, or contact your IT administrator for help.

   Then please upgrade to the latest version of the VPN Client to resolve the issue. On Apple macOS and Linux this error can occur when the OS is outdated. For example, when using MacOS 10.14.

   Error 741

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

   OpenVPN: initialization completed with errors. (741)

   Then please follow these next steps to resolve the issue.

   1. Download the script winsock_reset.bat.
   2. Right-click the downloaded file and select "Run as administrator"
   3. Restart your computer

   If the above steps did not help, then antivirus software may be unnecessarily blocking your communication.

   4. Try to establish a VPN connection without having your antivirus software active, or contact your IT administrator for help.

   Error 743 / 744

   If you get any of the following errors at the bottom of your screen:

   OpenVPN: no TUN/TAP adapter available. (743)
   OpenVPN: exiting due to fatal error. (744)

   Then please follow these next steps to resolve the issue.

   • Windows
   • macOS

   Windows

   There is likely no TAP-adapter available that the VPN Client can use. The TAP-adapter is the virtual network adapter that is used to establish a VPN connection.

   1. Check that your TAP-adapter is up-to-date, enabled, and not in use.
   2. Reset the current configuration by going to https://localhost:9250/ and selecting RESET in the bottom left corner.

   If the problem persists, please follow the steps below.

   3. Uninstall the VPN client.

   4. My code isn't listed

      If your error code is not listed on this page, please contact us and send us your VPN client's log files.

      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.

      Windows	%ProgramData%\StrideLinx\VPN Client\Logs
      macOS	/Library/Logs/StrideLinx/ VPN Client

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

      journalctl -u vpn_client