Technical Tip: FortiSASE VPN connection timeout with VPN_EAP event log 'Timeout while connecting to turbo-xxxxx.xxxx.xxxx.fortisase.com'

[sbabu]

Description

This article describes an FortiSASE VPN connection timeout error, 'Timeout while connecting to turbo-xxxxx.xxxx.xxxx.fortisase.com'. 

Scope

FortiSASE.

Solution

Users trying to connect to FortiSASE VPN encounter the following error and cannot connect to FortiSASE VPN.

Troubleshooting steps:

1. IPv6 needs to be disabled on the network adapter.
2. Try to check the reachability from the endpoint to the FortiSASE PoP by the command Ping <turborul>. If it is not reachable, try to change the network.
3. If the turbo link is reachable, try connecting to a different PoP to rule out PoP-related issues. To change PoP, see Technical Tip: FortiSASE how to connect to different PoPs from end user machine for test purposes.

If the issue did not resolve even after changing the PoP, collect IKE and EAP_Proxy debug log outputs on the backend firewall to which the user is trying to connect.

In debug output, check for any errors related to the EAP_proxy authentication failing. 

2025-08-18 10:20:34 EAP-MSCHAPV2: Received Failure Response - authentication failed
2025-08-18 10:20:34 EAP: EAP entering state SELECT_ACTION
2025-08-18 10:20:34 EAP: getDecision: method failed -> FAILURE
2025-08-18 10:20:34 EAP: EAP entering state FAILURE
2025-08-18 10:20:34 EAP: Building EAP-Failure (id=72)
2025-08-18 10:20:34 CTRL-EVENT-EAP-FAILURE 00:00:00:00:00:00
2025-08-18 10:20:34 RADIUS SRV: EAP data from the state machine - hexdump(len=4):

In this case, try to reset the password of the user and reconnect to FortiSASE VPN.

Successful EAP Authentication logs:

2025-08-18 10:34:02 EAP: EAP entering state RECEIVED
2025-08-18 10:34:02 EAP: parseEapResp: rxResp=1 respId=70 respMethod=26 respVendor=0 respVendorMethod=0
2025-08-18 10:34:02 EAP: EAP entering state INTEGRITY_CHECK
2025-08-18 10:34:02 EAP: EAP entering state METHOD_RESPONSE
2025-08-18 10:34:02 EAP-MSCHAPV2: Received Success Response - authentication completed successfully
2025-08-18 10:34:02 EAP-MSCHAPV2: Derived key - hexdump(len=32):
2025-08-18 10:34:02 [REMOVED]2025-08-18 10:34:02
2025-08-18 10:34:02 EAP: EAP entering state SELECT_ACTION
2025-08-18 10:34:02 EAP: getDecision: method succeeded -> SUCCESS
2025-08-18 10:34:02 EAP: EAP entering state SUCCESS