Zoom App Works but Phone is Disabled if I use my VPN to connect to work

[MattBirch]

My Zoom app works with and without my VPN being active.  I can join meetings, do internal calls as a meeting, and if my VPN is off make phone calls using the zoom app.  Once I turn on my VPN to connect to my work  computer I no longer can dial or receive calls using my zoom number.

[MattBirch]

This is on my Windows home PC, not my phone to clarify.

[Eliot]

hi matt birch,

when you turn on your vpn, your vpn may force internet traffic to go in and out through your work network including your work firewall and other security devices.  your work firewall may be blocking the ports that zoom phone uses.

please see 

Zoom network firewall or proxy server settings – Zoom Support 

thanks

eliot

[MattBirch]

My work uses Zoom phone internally now too.  So would the fact it's coming through the VPN block it as opposed to to being directly from Zoom?  No one else remote seems to have this issue as well which is stumping my IT.

[Eliot]

are you using the same vpn with the same settings as other remote users? 

maybe its a firewall access list issue.  only devices with certain ip addresses or on certain subnets and or vlans are allowed to communicate with zoom phone.

what are the error messages you get when trying to connect to zoom phone when using your vpn? 

can you get to personal->phone->network diagnostics.  if so, what diagnostics do you see?  please see attached screen shot.

thanks

eliot

[MattBirch]

Same VPN, not sure on the settings others have:

Latency (RTT)

Avg (ms)

22

Max (ms)

28

Packet Loss

Avg (%)

Sending:0

Receiving:0

Max (%)

Sending:0

Receiving:0

Jitter

Avg (ms)

Sending:4

Receiving:0

Max (ms)

Sending:7

Receiving:2

Codec

Sending:opus

Receiving:opus

Clock Rate (KHz)

Sending:48

Receiving:48

It says ready and green checks for both the top checks

[Eliot]

I am not knowledgeable about vpn and firewall.  you should consult with your IT department.

Your inability to access zoom phone may depend on how the vpn was configured, which ip subnets are allowed, etc. Your network people may have to review firewall log to troubleshoot.

[MattBirch]

4102701 is the error I get.  I don't see it on the error code list but it looks like 700 errors are certificate problems?  I made sure to update my zoom app but still having the issue.

[RyanG]

Having this same issue with ExpressVPN. Might be too many users on that IP?

[enielsen]

I've seen this issue at my work as well, we have multiple different VPN's in use

1 - only work subnets use VPN so Zoom no issue

2 - all traffic goes through VPN so had to open corporate firewalls to have Zoom work

Still have a problem with situation #2 as is also interfering with e911 location detection by network block as is concealing the actual private IP of the computer. i.e. so Zoom cannot tell if a laptop is at home or at the office when using this #2 type VPN.

[enielsen]

Use one of the those "what's my ip" web sites and see if it shows your home's public IP. If it does not, then your company VPN likely tunnels all traffic through their VPN. Also could look at your routes, I think on windows that: netstat -r

works. Look at the route for 0.0.0.0 (the default route) does it use your home router or does it use the VPN tunnel?

But does seem likely is related to the VPN firewall setup on the company side.

[MattBirch]

I can see my home ip is 45.51.etc but 0.0.0.0 uses my home router IP.  So I don't think it's all going through the VPN.

[enielsen]

If this is a laptop, can you take it to a cafe or some such and see if the same problem occurs?