Connecting to Remote Server

[Fireweed42]

I have 4 employees that work remotely and the two of them that have Bell routers and service can't connect to the office server, whereas my employees that have Rogers as their service provider have no issues.  In fact, the two employees that are having issues changed to Bell recently, and prior to that, they had no issues with Rogers routers.  I'm fairly certain it's the router that is the common denominator as we're all using the same VPN client to connect with the office network..  

There is no issues connecting to the actual VPN, it's just they can't see anything on the office network.  Is there a setting that can be changed using the Home Hub control?  If I have to involved Bell support, it will be tricky since they have home accounts and I am authorized for the business account only and they're not technically savvy in order to look into this issue.  I do have remote access to their machines, so could remote in and look at their settings, but I'm unfamiliar with anything that would produce this glitch.  

Any suggestions/directions would be incredibly helpful and most appreciated.  

[ZaneP]

Hi @Fireweed42 ,

Just to clarify:

• all the vpn client-side users (the employees and you) can successfully log into the vpn server
• the employees who have Rogers equipment can see the drives on the office server, and can connect to them, etc
• the employees who have Bell equipment cannot see the server drives
• The vpn server firewall is not refusing connections

If you are the admin, or otherwise have control of the vpn server, you need to look at the server logs; are any error messages showing up when there's a login from one (or more) of the "Bell-ers"?

Are the Bell-ers getting any error messages when they try to map the drives? 

Your employees with Bell's home hub have successfully created a private tunnel each time the vpn session is running. If there were dns errors, that would be a red flag...but that's not the case. 

There's no special setting on the HH4000 that will resolve the issue, as far as I know.

So I think your immediate task is to compare the server's logs of the logins for both the Rogers and Bell-equipped employees, and go from there. You can reach out to Bell Tech Support, but I'm not sure what they will do without more information from you.

Hope this helps a little. Let us know.

[Fireweed42 · Accepted solution]

Thanks, got it all sorted out. It was all to do with IP addresses. Had to change Bell IP address on the bell router.

[ZaneP]

Good to hear the problem is solved!