Troubleshooting Cisco AnyConnect VPN Client Connectivity Issues

When using the Cisco AnyConnect VPN Client, you might encounter one of the following error messages:

• "The VPN connection was terminated due to a loss of communication with the secure gateway. A new connection is necessary, which requires re-authentication."

• "The secure gateway has rejected the connection attempt."

• "AnyConnect was not able to establish a connection to the specified secure gateway. Please try connecting again."

• "VPN client agent was unable to establish a connection."

Common Causes and Solutions

1. Restart the Cisco AnyConnect Secure Mobility Agent Service

Cause: The AnyConnect service may not be running properly or has encountered an issue.

Solution:

• Restart the Service in Windows:

  1. Press Win + R, type services.msc, and press Enter.

  2. Locate Cisco AnyConnect Secure Mobility Agent in the list.

  3. Right-click it and select Restart.

  4. If the service is not running, right-click and select Start.

  5. Try reconnecting to the VPN.

2. Reboot Your Computer

Cause: A broader network or VPN driver issue may be causing connectivity problems.

Solution:

• Restart Your Computer:

  1. Save any open work and close all applications.

  2. Reboot your computer to reset network drivers and VPN connections.

  3. Attempt to reconnect to the VPN.

3. Ensure Only One Active VPN Session

Cause: The AnyConnect VPN connection may already be in use on another computer, as only one active session is allowed at a time.

Solution:

• Check for Active Sessions on Another Device: Ensure that the AnyConnect VPN is not already connected on another computer. Disconnect the session on the other device before attempting to connect again.

4. Check AnyConnect Client Compatibility

Cause: The installed AnyConnect client may not be compatible with Webvault servers.

Solution:

• Verify Installed AnyConnect Client: Ensure you have the compatible AnyConnect client installed for Webvault servers.

• Download Instructions:

  • Windows:Cisco AnyConnect VPN Client Setup on Microsoft Windows

  • MacOS:Cisco AnyConnect VPN Client Setup on MacOS

  • iPhone:Cisco AnyConnect VPN Client Setup on iPhone

5. Check Router Settings

Cause: Some routers may block VPN traffic or require specific settings to allow VPN connections.

Solution:

• Check VPN Passthrough Settings: Ensure that your router supports VPN connections and that the VPN IPSEC Passthrough feature is enabled.

  1. Log in to your router's web interface (refer to your router manual for instructions).

  2. Look for a setting related to VPN Passthrough or IPSEC Passthrough and enable it.

  3. Save the changes and restart the router if necessary.

  4. Attempt to reconnect to the VPN.