Client Stuck in "Connected" State - TLS keys out of sync

  • EDIT: They neglected to tell me they had a secondary device that they forgot to disconnect. Case closed.

    Hi All,

    I have an issue with a particular user, their VPN client seems to be stuck in a "connected" state. They're having very frequent drop outs and re-connects (every minute) also, often accompanied by a "TLS keys are out of sync".

    I'm currently sat on my Dashboard where I can see them as "connected", though they told me they aren't. When the actual user does try to connect, we see the dropping in and out. I'm assuming that they have some kind of connection stuck "open" and when they themselves login, it's passing the connection back and forth between this ghost and them. The IP on the dashboard they're connecting from is the same one, however.

    Is there a way to clear their session(s) and start them off new? I believe they haven't been proactively disconnecting once they're finished and instead just tend to shut the lid on their laptop.

    Thank you.

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