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Troubleshot VPN Access

If you encounter any issues while using the VPN Access feature, please refer to the following list of common problems and their respective solutions:

Handshake Failure (VPN Connection Inactive)​

  1. Firewall Settings: Ensure that the firewall on your device allows traffic through the WireGuard UDP port.
  2. Server Ping Test: Verify that your server can successfully ping the WireGuard Server IP address
    default: 10.250.0.1
  3. Configuration File: Double-check that the imported WireGuard configuration file is correct and not corrupted.

Loss of Internet Connectivity After Enabling VPN​

This issue typically occurs due to a DNS configuration conflict.

  1. Option A: Open your WireGuard configuration file, locate the DNS line, and comment it out by adding a hash symbol (#).
    Example: #DNS = 8.8.8.8, 8.8.4.4
  2. Option B: Alternatively, change the DNS settings to a value permitted by your organization's policy.

Destination Unreachable (Request Timeout / RTO)​

  1. ICMP Test: Perform a PING test from your local machine or the server configured as the WireGuard Client to the target IP address.
  2. Target Firewall: Ensure that the firewall rules on the target system allow incoming traffic from the WireGuard subnet.
  3. OS Guide Verification: Ensure you have strictly followed the instructions in the WireGuard Installation and User Guide for your specific operating system.
    • Windows: Reconfigure the settings according to step 6 of the WireGuard Installation and User Guide for Windows OS.

IP Forwarding Configuration Issues (OS-Specific)​

  1. Linux: Ensure that IPv4 Forwarding is enabled by executing the following command:

    sudo sysctl -w net.ipv4.ip_forward=1

  2. macOS: Ensure that Sysctl IPv4 Forwarding is active by running:

    sudo sysctl -w net.inet.ip.forwarding=1

    Additionally, verify that the PF (Packet Filter) configuration has been properly reloaded.

Dual-VPN Configuration Conflicts​

  1. Routing Conflict: If you are connected to an internal corporate VPN simultaneously with Helium VPN, ensure that the routing paths of both connections do not conflict.
  2. Traffic Allowance: Ensure that the internal VPN permits outbound traffic to the Helium Cloud infrastructure for scanning purposes.

Firewall & Antivirus Blocks​

  1. Endpoint Protection: Check whether the antivirus or endpoint protection software on your device is blocking the WireGuard VPN connection.
  2. Deep Scanning Exclusions: For operations requiring deep network scanning (such as Port Scanning or Service Enumeration), consider temporarily disabling or adjusting the rules of the antivirus/firewall on the target system.