Tutorial: Router VPN connection
Please note:
The term mbCONNECT24 concerns here all Servers (rsp.mbCONNECT24, mymbCONNECT24 + mbCONNECT24 V1).
The remote maintenance router establish an outgoing connection with the portal mbCONNECT24 via TCP port 1194 by default, as shown as in the following diagram:
In this tutorial we show proposed solutions, if your router does not connect to mbCONNECT24 or is offline there (black device status).
2. General troubleshooting for connection problems
3. Troubleshooting when connecting via Modem
4. Troubleshooting when connecting via WAN
5. Troubleshooting when connecting via WiFi
1. Access to device interface
First of all you have to navigate to the web interface of the device to check the "Quickstart":
Access the mbNET Web interface directly via a PC
2. General troubleshooting for connection problems
The remote maintenance router establish an outgoing VPN connection via port 1194 (on the TCP side) to mbCONNECT24 by default. The local firewall must allow this connection. Please contact the local IT department and ensure that a connection via the firewall is possible.
Further information and the respective IP addresses of all mbCONNECT24 servers can be found in the following FAQ: Which IP / Ports must be open for mbCONNECT24 in the firewall?
If the VPN port (which is set in the configuration) does not turn into green at Step 3, please contact the responsible IT, that they enable the VPN port in the firewall.
Alternatively, you can set another VPN TCP port (80 or 443) in the configuration, that the router connect with another port to mbCONNECT24.
Below you will find a video which explain the 5 steps from Quickstart and Diagnostics options:
Using the Web interface sections Quickstart and Diagnosis
3. Troubleshooting when connecting via Modem
- Please ensure that the APN settings of your SIM card provider are entered in the configuration of the router correctly.
- Check the signal strength, if necessary move the antenna to another location.
- If no signal strength is displayed, in most cases there is no SIM card inserted, the SIM card can not be recoginzed and/or the SIM card can not register at the provider.
- You need at least 2 to 3 green dots for the signal strength in the Quickstart. The following screenshot show the signal strength in the right upper corner:
- If no signal strength is displayed, in most cases there is no SIM card inserted, the SIM card can not be recoginzed and/or the SIM card can not register at the provider.
- Please make sure that the SIM card is activated and that there is sufficient credit on the SIM card.
- Also ensure that the SIM card is allowed to establish a VPN connection at the provider.
4. Troubleshooting when connecting via WAN
- Please make sure that the IP addresses of the WAN and LAN interfaces are not in the same address range. You must use different network segments for WAN and LAN.
- When connecting via DHCP, please ensure that the DHCP server has assigned an IP address to the mbNET / mbNET.mini. The assigned IP address from the DHCP server can be found in the 1. Step in the Quickstart. Below you will find a screenshot with no IP address assigned:
- For connections via static IP, please make sure that the IP address of the Gateway and DNS server can be reached via the router. With the Diagnostics option on the web interface, you can send a ping-request to the IP address of the Gateway and the DNS server. Below is a failed ping-request (100% packet loss):
If the IP address of the Gateway and/or the DNS server can not be reached, please contact the local IT. -
In addition, the router check the connection with a ping-request to 8.8.8.8 (IP address of the Google DNS server) every 60 seconds by default. If the connection check fails, there is either no Internet connection possible generally or the ping-requests were rejected by the local firewall. In most cases, a red symbol will appear at "Ping" in Step 2 therefore. Alternatively, you can enter the Gateway or the DNS server from the local network as the Test address in the configuration of the router.
- Please check if the DNS name of mbCONNECT24 can be resolved. You will find a red symbol at DNS under step 3, if the DNS resolution has failed. In this case please contact the responsible IT and check why the DNS name can not be resolved.
5. Troubleshooting when connecting via WiFi
Please check the SSID settings, Authentication, Encryption and WiFi key with the settings of your WiFi network. The settings of the WiFi network must accord to the WiFi settings of the router. If the connection via WiFi can not be established, in most cases the SSID, WiFi key, Authentication and/or Encryption are wrong in the WiFi settings of the router. Please contact the IT on-site therefore. "WPA2PSK" as Authentication and "AES" as Encryption are used commonly.
6. Read out Support Files
If you need any further assistance, please note that forwarding detailed information, will help the MB connect line Support Team to ultimately help you.
Therefore, please click on Step 1 at the Quickstart and download the Support Files there:
In case of support, please send the Support Team (email: support@mbconnectline.com) the Support Files and the following information of the device:
- Serial number
- Device type
- Firmware version
By doing this, the Support Team receives all necessary information.
| Revision: V1.1 |
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