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Troubleshooting Securepoint

In this article, you will learn how to view log files, check your client version and export VPN configuration files. At the end, you will find a short list of the most common errors.

Client Operation​

Here we show you how to view the log files, check the version and export your configuration.

View log files​

  • Right-click on the failed connection and select ‘Log’.

  • You will now see your client’s current log. Click on ‘Save’ to save the log as a separate TXT file. You are also welcome to copy the log file and send it to us directly by email.

Check the client version​

  • Click on the cog icon in the bottom right-hand corner of the interface and select ‘Information’.

  • You can now see your client version. Please let our technicians know what it is.

Exporting configuration files​

  • Right-click on the connection for which you wish to export the configuration file. Select ‘Export’.

  • Now select a location for the exported file.

Common problems​

Incorrect username or password​

  • It is often the case that the VPN connection cannot be established because an incorrect password or username has been entered. Check the log; if you see the following error message, the password or username is incorrect.

  • Please check your details. If you are still unable to log in, please contact our support team.

TAP adapter not found​

  • The following error message may appear when starting the client:

  • This is an issue that may occur in older versions of Securepoint; please install the latest client version.

Further errors​

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