Please note: This guide is intended for Solution Cloud customers that use the Forticlient VPN. 

Occasionally you may receive a SQL database connection error within or when opening BTCSoftware.

The VPN can disconnect due to multiple reasons, this guide will cover the most common causes and their resolutions, however if you have tried them all and still cannot connect please contact support@btcsoftware.co.uk for further assistance. 

First Steps:

1. It may be cliché, but performing a restart of your PC solves most VPN connection issues, so this should be your first step. NOTE: PLEASE SEE LINK BELOW ON HOW TO CORRECTLY RESTART THE COMPUTER. DO NOT SHUTDOWN OR PRESS POWER BUTTON:
   https://support.microsoft.com/en-gb/windows/restart-reboot-your-pc-110262aa-fc79-1c33-7b00-c140ae3a6dac 
2. Ensure that you have an adequate internet connection and are running the VPN on a supported setup (Note: Being able to load a webpage, such as this guide, is not a good indication of connection quality. Note: Mobile 4/5G networks and VPS instances are unsupported by the FortiClient VPN):
   
   1. 1. Go to www.SpeedTest.net 
      2. Click the GO button
      3. If the download connection speed is below 10Mbps your connection may drop out when loading the BTC database, please speak to your ISP regarding your speed or switch to a faster network connection, if one is available. 
      4. If the Ping is above 100ms and you are based in the UK you may also find that the connection struggles, please speak to your ISP.  Customers that are abroad may find the connection slower. 
3. Ensure the FortiClient VPN is up to date, you can download it for Windows or Mac

Common Issues and their resolutions:

Disconnected due to network drop out or changing network:

If you switch network or your network connection drops out for an extended period, this can sometimes cause the VPN auto connect feature to time out, so you may need to manually reconnect the VPN: 

Open FortiClient > Click the Remote Access tab > Click connect: 

Disconnected due to missing Credentials

Sometimes due to Windows updates the FortiClient VPN credentials will be erased and you will need to log back in. 

The credentials are stored in the BTCSoftware Desktop Application, to reconnect please follow these steps:

1. Run BTCSoftware Solution Centre as an administrator (If you cannot do this please show this guide to your IT team/System Administrator): 
   
   
2. Click 'ok' on the connection error:
   
   
3. Click 'Edit Location':
   
4. Click the 'Configure FortiClient' button:
   
   
5. Click 'Yes':
   
   
6. Use the links in the window to copy the Remote Access username and password to your clipboard, you can then paste these into the FortiClient Remote Access page: 
   
   
   
   
7. Click 'Connect' 
   
   
8. Go back to BTCSoftware Solution Centre and click 'Ok' (x2):
   
   
9. Click 'Yes':
   
10. Done, Click Ok and the Welcome screen should appear as normal, click continue to log in:
    
    

Connection Blocked due to Firewall , AntiVirus or Another VPN

If the FortiClient VPN fails to connect it is typically down to a firewall and/or anti virus program blocking the connection. Please ensure the following connections are allowed through your firewall: 

1. fortigate.brightsg.com on port 443 

2. 154.52.2.6/32 - FortiClient VPN Licensing & Analytics Server via port 443 

3. Ports:

   1. SSL (443) Everything

   2. SMB (500 + 455 + 139) to \\amznfsxm32knbtm.customers.btchub.co.uk\

   3. SQL (1433) to 172.31.66.173

Some AntiVirus software packages also come with VPN connections. It is important to disable all 3rd party VPN connections while using FortiClient BTCSoftware VPN.