Connection is unstable or impossible when connecting through VPN

Connection is unstable or impossible when connecting through VPN

Problem

When connecting to the gotomyerp-hosted applications from within your company's network, the connection is successful and stable.
When connecting from a remote location, home, or from a company's network, and a VPN is connected, the user experiences different possible symtpoms:
  1. RemoteApp Disconnected

  2. The connection may get interrupted mid-session with a "Reconnecting" message.
  3. Other odd connectivity problems that may occur only when connecting through the VPN

Cause

These issues occur because of a misconfiguration in the VPN which ends up preventing successful or stable connections to the hosted environment. 

Solution

Due to the wide variety of network configurations and VPN solutions, we cannot provide a specific solution. However, in most cases, the issue is due to a block or routing issue in the VPN configuration. 

Unless you are the network administrator, your IT will need to be involved so that they can make the necessary modifications to your organization's VPN configuration. 

General recommendations

  1. Configure VPN in a ways that traffic to gotomyerp servers is not routed through VPN. (VPN Split Tunneling). 
We recognize that some organizations may have reservations to implement split tunneling due to security concerns and VPN configuration best practices. If that is the case, a VPN can still be configured for successful connection, but may require more knowledgable network admins to properly implement the necessary whitelisting. Please be advised that gotomyerp cannot assist in these configuration, and this task is the sole responsibility of the customer.
  1. Whitelist gotomyerp's IPs and ports. Since you have a private server with gotomyerp, please contact support@gotomyerp.com and request your servers IPs and Ports that need to be whitelisted. 
  2. Make sure that the whitelisting of his traffic also includes signature based solutions, like Intrusion Detection Systems (IDS), Intrusion Prevention Systems (IPS), Perimeter Anti-Virus/Anti-Malware solutions that may be deployed.
Due to the wide variety of network configurations, gotomyerp can only provide general guidance on what needs to be done to facilitate this access. Your IT or network administrator will ultimately be responsible to make the necessary changes to allow a successful connection to the gotomyerp environment.