I have 2 users who are unable to connect to a tenant VPN. One of them is in Pakistan, one is in the Philippines. The Firewall they are trying to connect to is in Canada. When attempting to connect either of them to the VPN using the Forticlient VPN software it looks to just hang at “connecting”. No progress bar, no percent showing connection status. The app itself isn’t frozen, I can still interact with it. There are no error messages, no warnings or timeouts, and it never progresses. One of the users left it “connecting” overnight and it was still like that in the morning.
I have tested both user’s credentials myself using my own Forticlient and it works perfectly (I am in the same city as the tenant firewall).
I have tested both user internet connections and they seem stable. Not lightning fast but around 30-50mbps up and 5-10 down. Enough that I can connect to their computers with a remote session using third-party software and remain stable and connected.
Is there anything else I can check to figure out where this problem is coming from? Has anyone encountered this specific constant “connecting” issue before with no timeouts or errors? As a note I have connected other users from these countries through this specific VPN in the past with no problems. I have just started encountering this as of about a month and a half ago.
Edit: Both users are on Windows 10 though I don’t have the specific hardware configurations handy.
Edit 2: Users can ping the firewall IP.