Connection could not be loaded

Can you share some screenshots and the windows version? 

Maybe also share your .pro File with blurred Information. 

.pro-File:
[
{
"display_name": "NAME_VPN-1",
"gateway": "<DNS1>",
"user_portal_port": 443,
"otp": true,
"auto_connect_host": "<DNS1>",
"can_save_credentials": true,
"check_remote_availability": true,
"run_logon_script": false
},
{
"display_name": "NAME_VPN-2",
"gateway": "<DNS2>",
"user_portal_port": 443,
"otp": true,
"auto_connect_host": "<DNS2>",
"can_save_credentials": true,
"check_remote_availability": true,
"run_logon_script": false
}
]

Windows 10(x64) Version 10.0.18363 Build 18363

Screenshot from log (german):

If I do import my old .scx file I can connect without any issue.

Hello,

Since you are not getting an error on importing the .pro file, the next most important to check is "user_portal_port": 443. Make sure the user portal port on XG is set to the same value as you have provided in the .pro file. Also  the value for "auto_connect_host": "<DNS1>", MUST be an internal hostname that can be reached ONLY when the computer is connected on the internal network. If you are connecting from home, then that hostname is not reachable and hence the client will determine you are outside and automatically initiate the VPN tunnel to DNS1.

Please let us know if this works. 

Regards,
Ramesh 

Hello,

Since you are not getting an error on importing the .pro file, the next most important to check is "user_portal_port": 443. Make sure the user portal port on XG is set to the same value as you have provided in the .pro file. Also  the value for "auto_connect_host": "<DNS1>", MUST be an internal hostname that can be reached ONLY when the computer is connected on the internal network. If you are connecting from home, then that hostname is not reachable and hence the client will determine you are outside and automatically initiate the VPN tunnel to DNS1.

Please let us know if this works. 

Regards,
Ramesh 

Hello,

as mentioned before the user portal is available for sure, as this only appears with correct provided credentials. "Failed to download the configuration" sound for me like client cannot download something (policy-files) form user portal.

Hello,

Please check the SSL VPN policy and make sure this user is included in SSL VPN (remote access), Policy members list. If that is verfied then check for allowed number of simultaneous login allowed for this user.

Please let us know.

Regards,
Ramesh

Hello,

What is the event you see in the dashboard events tab when you are getting this error?

Please update with the results.

Regards,
ramesh

Hello Fred,

You can PM me if you like so I can go over your log files and help you to resolve this problem.

Regards,

Ramesh

Hello, please see case 9848229

Hello Fred,

Did you check the two things I had mentioned in my email? Are you still having problems? Are you able to get it working?

Regards,

Ramesh

Hello,

I can import the previous .sxc file and the user can connect without any issue (he is included).  In dashboard the same message appears as in the event's (see screenshot above). Logs can be reviewed from ftp case 9848229.

Regards,
Fred.

Hello Fred,

I cannot access that case. If you are available to PM then we can connect on a zoom call to get this resolved.

Regards,

Ramesh

Hello Fred,

Please let me know if the issue you had reported is resolved or not. If not yes resolved please let us know. If it was resolved then please let us know what was the problem and how it was resolved.

Regards,
Ramesh

The issue is not resolved. Please see PM.