---
title: "Troubleshooting Private Access"
canonical: "https://docs.aryaka.com/space/KNOW/924123137/Troubleshooting%20Private%20Access"
format: markdown
---
The following troubleshooting guide describes common issues Private Access users encounter and provides solutions to the issues. Common issues include the following:

1. [VPN connection error](#VPN-connection-error)
2. [PAP/CHAP error](#PAP%2FCHAP-error)
3. [Checking license error](#Checking-license-error)
4. [Broken internet connection](#Broken-internet-connection)
5. [No option to connect](#No-option-to-connect)

If you are still having trouble, or if your issue is not included here, [contact Aryaka Support](#Contact-Aryaka-Support) for assistance. 

# VPN connection error

**Issue: **Aryaka NCP client is unable to connect to the Aryaka node.

![Picture1.png](media://f1c1ef76-510d-4394-8241-ef7348c6681a)

**Solutions:**

- Use the **Connection Profile** drop-down list to select a different profile.
- Connect to the internet using an alternative method (for example, mobile hotspot) and then try to connect.

# PAP/CHAP error

**Issue: **Incorrect username or password.

![Picture2.png](media://ea2f2f3f-1ff5-4308-aaca-c0183b8e4f1d)

**Solutions:**

- Verify the login credentials that are being used.
- Verify authentication with AD team.
- Ensure MFA prompts appear. If they do not, confirm MFA setup with IT.

# Checking license error

**Issue:** NCP client unable to fetch license.

![Picture3.png](media://7c96c860-b1fc-4483-885a-64a6fc54c208)

**Solution:**

- Perform the following steps while connected to the VPN:
  - If you are using a Windows machine:
    - In the VPN client, navigate to **Connection** > **Unlock Parameters**.
    - Your IT Team can provide credentials to unlock the parameters. If it's not set, you can proceed by clicking **OK** without the credentials to unlock the parameters.
    - Navigate to **Help** > **Extended Log Settings**.
    - In the Client Update Service section, click **Restart** and wait while the configurations and license are downloaded from Aryaka’s management server.
    - Try reconnecting to the VPN client.
  - If you are using a MacOS machine:
    - Open the Terminal and run the following commands in sequence:  
`> sudo launchctl stop com.ncp-e.rwsrsu    `  
`> sudo launchctl start com.ncp-e.rwsrsu`

# Broken internet connection

**Issue:** NCP client cannot connect to the internet.

![Picture4.png](media://24a79538-8fa4-43f4-9233-05d5f03f8810)

**Solutions:**

- Use a different internet connection (for example, mobile hotspot).
- Manually disconnect then reconnect the VPN.

# No option to connect

**Issue:** The **Connect** option is greyed out in NCP VPN client.

![Picture5.png](media://750cd8bf-c1c0-4712-8829-2952bac017f6)

![Picture5a.png](media://6ddf76aa-0c93-469d-84b4-0a2fdb07146c)

![Picture5b.png](media://03c1a48a-8e4c-42cf-93b3-687c3d388e94)

**Solution:**

- Open the **Services** console (Win + R > services.msc).
- Look for **NCP services** (names start with *NCP*).
- Ensure these services are running. If they are stopped, right click and select** Start** (Note that this may require admin rights).
- Exit the VPN client.
- Reopen the VPN client. The Connect option should be available. If it is not, ask IT to remove other VPN clients or try reinstalling NCP.

# Contact Aryaka Support

If any of these issues persist after following the described solutions, you can have your IT team collect the following required information and then open a ticket with [Aryaka Support](https://aryakadocs.atlassian.net/wiki/spaces/KNOW/pages/1542320) by sending an email to support@aryaka.com.

Collect the following information before submitting a support ticket:

- Is the issue user-specific or is it widespread? Which region or POP is it impacting?
- Is the issue impacting a specific OS?
- What percentage of users are affected?
- Collect the client logs and support assist logs from the affected client by completing the following:
  - To turn on extended logging mode:
    - In the VPN client, navigate to **Connection** > **Unlock Parameters**.
    - Your IT Team can provide credentials to unlock the parameters. If it's not set, you can proceed by clicking **OK** without the credentials to unlock the parameters.
    - Navigate to **Help** > **Extended Log Settings**.
    - Enable the following:
      - Driver full trace
      - Extended logs
      - Extended PKI logs
      - Extended PKI interface logs
    - Click **OK**.
    - Reboot the system to activate all extended protocol settings. The text *Extended log mode* is displayed in the graphical user interface of the Aryaka NCP Secure Enterprise Client.
    - Connect to the VPN and reproduce the issue you are experiencing. Note the following:
      - Time and date of testing.
      - Description of the issue and behavior.
    - Repeat the test to check if the behavior is consistent.
  - To export debug logs using the Aryaka client support assistant:
    - Navigate to **Help** > **Support Assistant**.
    - The assistant automatically creates the support archive. You can decide whether the archive should only be created and stored locally or be sent directly to support by email.
    - For either selection, the client shows the location of the archive in form of a shortcut that opens your file explorer directly in the corresponding system path.
    - Send this file to Aryaka Support, along with complete issue details, for analysis.
    - After you have collected the required logs, turn off Extended Logging and lock the parameter by clicking **Re-lock Parameter**.