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Frequently Asked Questions

Frequently Asked Questions (FAQs)

I. Initial Setup​

Q: Why do businesses use VPN?​

VPN is a cost-effective, high-speed, and secure way to connect remote users to the office network. VPN connections are typically established over the public Internet, making this service more affordable than a direct connection while still ensuring secure connectivity.

Q: How do I know if the VPN Site-to-Site connection is successful?​

On the management interface, check the following columns:

  • Operation Status: must be Online
  • Provisioning Status: must be Active

Note: This status only reflects the Phase 1 connection. To verify Phase 2, perform a ping between machines within the subnet ranges configured in the VPN connection.

Q: Do the IKE and IPSec policy parameters need to match on both ends of the connection?​

Yes. The configuration parameters for Phase 1 (IKE) and Phase 2 (IPSec) must be identical on both sides to ensure a successful connection.

See configuration guides:

  • For IKE (phase 1): here
  • For IPSec (phase 2): here
  • For DPD (VPN connection): here

Q: Is VPN Site-to-Site compatible with Fortigate, Pfsense, Checkpoint, etc.?​

Yes. The service supports popular devices such as Fortigate, Pfsense, Checkpoint, and others. You can refer to configuration documentation at:

  • For Fortigate: here
  • For Pfsense: here
  • For Checkpoint: here

II. Operations & Verification​

Q: Can I temporarily suspend the VPN connection when not in use and re-enable it when needed?​

Yes. You can set the connection status to Inactive to pause it.

Documentation guide: link

Q: How do I monitor and view logs of VPN activities?​

You need to access the Activity log service, select type = "VPN", and enter the date you want to check. Documentation guide: here

III. Troubleshooting​

Q: The VPN connection failed. What should I check first?​

  • IP address, PSK key, IPsec configuration
  • Firewall and routing configuration
  • Check device logs to identify the cause
  • If you cannot resolve it yourself, please contact our technical support team.

Q: VPN reports a successful connection but I cannot ping between the two sides?​

  • Check the routing configuration, security group, and firewall settings again.
  • Verify whether there is NAT or IP conflict.

Q: VPN connection drops. How do I resolve it?​

  • Check that the IKE/IPSec information matches on both sides.
  • Check the quality of the Internet connection.
  • If the information matches and the connection is stable, contact the technical support team for further investigation.

Q: VPN speed is slow. How do I improve it?​

  • Use a lighter encryption algorithm (if it meets security requirements).
  • Upgrade the bandwidth at the main connection points.
Last updated on by Dang Tran