Cisco AnyConnect VPN no longer connecting

[Paul_W]

Hi
I am unable to connect to my company laptop to work from home using the Cisco AnyConnect VPN.
It was working on Monday but is not working today, 20/09/24. I have 2 other laptops that are connecting to the internet without issues.
This VPN has been working well for >4 years. What have you changed?
I need this to work so I can work and get paid and you need it to work so you get paid.

I have tried a router power off/on reset, rebooting the laptop and contacting my company IT dept.
They have had lots of reports of this issue and think it is a Talktalk problem.

I see there are many posts about this issue on your forum. Some suggest they may have been resolved by a change to router settings. Please can you publish the changes required so I can make those changes.

The router is 
TalkTalk Wi-Fi Hub
Hardware Version FAST5364 3.00
Software Version SG4K100202

The router log has 170 pages of 199 pages of DNS errors dated today 20/09/24.
Sample
20.09.2024 11:37:09 Error DNS
DNS name resolution failure (tsclient.uk2.xxxxx.lcl)
20.09.2024 11:37:09 Error DNS
DNS name resolution failure (tsclient.win.uk2.xxxxx.lcl)

Spoke to online chat support but unable to resolve.

Please can you reverse your changes and fix this.

Thanks.

[Debbie-TalkTalk]

Thanks Keith 🙂

[KeithFrench]

Hi @Paul_BW @Paul_W 

Ignore the DNS errors in the log, I reported that as a bug quite a while ago now.

[Debbie-TalkTalk]

Hi Paul

I'm glad to hear that you can now connect to your VPN client.

Our Devices Team are investigating this issue.

Thanks

[Paul_BW]

Hi Debbie
Thanks for rolling the router firmware back to SG4K100174. It now connects using the Cisco VPN as it did before.
Router logs still show multiple DNS failures.

The Cisco AnyConnect version is 5.1.4.74 with the UI 5.1.4.1158

Thanks for your help.
It is unfortunate and frustrating that the online chat help & telephone support were unable to do what you have done.

Regards
Paul

[Debbie-TalkTalk]

Hi Paul @Paul_BW 

Apologies for this. I've made a change to your router firmware, please can you retest?

If possible can you also confirm your VPN Protocol/SW Version, this will help our Devices Team with their investigations.

Thanks again.

Debbie

[Paul_BW]

Hi Debbie
So I have had to create a new profile so I can post here as if I try and post as Paul_W I keep getting stuck in an account confirmation loop where it asks me to confirm details but does not let me log in and does not send me an email reset.
So what info do you need from me in order to fix my Cisco VPN router connection problem?
You posted "Please can you add your name and TalkTalk landline/account number to your Community Profile, I can then make some changes to your router firmware".

Please look in this Paul_BW profile for those details as I am unable to get into the Paul_W profile to set them up.

Thnks
Paul

[Debbie-TalkTalk]

Hi @Paul_W 

Apologies for this.

Please can you add your name and TalkTalk landline/account number to your Community Profile, I can then make some changes to your router firmware.

Thanks

Debbie

[KeithFrench]

The temporary workaround is to roll the firmware back to V174, whilst this issue is investigated. I have asked one of TalkTalk's support to pick your thread up and downgrade your firmware for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.