Troubleshooting Tips To reduce the time you have to spend with technical support, try these steps first. If nothing described here helps, Contact Us with a detailed explanation of your problem. 1. Can't Connect? Can you connect with a laptop? Can you ping the VPN Gateway? What do the logs say? What are the IKE settings? What are the IPSec settings? 2. Can't access internal resources? Do you have a VPN connection? Have you lost the connection with your Carrier? Are you able to ping the internal interface of the VPN Gateway? Have you selected the correct connection type and soft reset? Is that network reachable from the VPN Gateway or Laptop? Is the resource on the same network as the public interface of the VPN gateway? Are you behind a NAT Gateway and is NAT transversal supported with the VPN Gateway you are connecting to? Information to Gather Before calling support, please have the following information ready. 1. Version and build of movianVPN 2. VPN gateway model and version 3. Device name, model, and OS 4. Connection device and telco standard 5. Gateway logs 6. movianVPN logs 7. Information on environment and topology 8. Problem description You can also Contact Us to get in touch with Worldnet?s product support.