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    • Can't connect? SonicWall Cloud Edge's Internet Connection Troubleshooting Guide
    • Logs
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Can't connect? SonicWall Cloud Edge's Internet Connection Troubleshooting Guide

This article describes the basic troubleshooting steps in case of connection issues.

Step 1: Analyze Logs:

Every Cloud Edge agent generates logs on the client machine and store log events locally. For any issues like network connectivity issue, socket issue, driver issue, login issue etc., you can collect these logs and evaluate the failure. In case you need help from support, you can send these logs to support for further help.

Step 2: Troubleshoot IPSEC Error:

Usually, IPSEC tunnel slows down due to configuration issues like misconfiguration of subnet, network addresses, firewall rules/security groups, routing table etc. The most important tool that can assist you in analyzing networking issues is the logs derived from the edge device (your firewall or router).

Step 3: Change the Connection Protocol

The SonicWall Cloud Edge application offers three major VPN protocols through which you can connect to your public and private gateways: Wireguard, OpenVPN and IKEv2 .

While each displays excellent results in both speed and security, in some cases, depending on the internet connection itself, one outperforms the other. We strongly recommend testing both and see which one delivers better results.

1. Open your SonicWall Cloud Edge application. Open the drop-down menu at the top right corner and select Settings.

   

2. Go to the Protocol tab.

   

3. Select IKEv2, then Apply and connect again to your network. If the issue does not resolve, go through the same procedure, and this time select OpenVPN .

   If you still didn't receive a successful outcome, go to the next step.

Step 4: Make sure your firewall allows outgoing traffic from the used ports

	UDP	TCP
All Protocols		5050
WireGuard	8055
IKEv2	4500, 500
OpenVPN	1194, 636	1195, 8443
L2TP manual connections only)	1701

Step 5: Help us diagnose the issue and open a support ticket

As part of the troubleshooting methodology, we would like to find out if the problem is unique to a particular network or website or occurs in every connection attempt a user makes.

• If you are using a public Wi-Fi please connect to the internet using a mobile hotspot and then try to connect to the app.
• A connectivity issue may also be related to a particular site orSonicWall Cloud Edge application. Try and access different sites and application and see if you receive different results.

Open a support ticket and attach your findings. Make sure to include the log files, a full description of the issue, a time-stamp of the first occurrence of the issue and the extent of it, your operating system, your physical location, and any other details you find relevant.

Log Files

If you're unsure where the logs files are located or how to securely send them to our team, see the Logs section to read more.