Software⏱️ 3 min read📅 2026-06-11

How to Fix error 789 Error – Remote Access error 789

Troubleshoot L2TP/IPsec connection error 789 on Meraki firewall with Symantec Antivirus and batch rasdial script.

Quick Answer: Check the antivirus settings for the specific network profile, as they may be interfering with the VPN connection.

📋 Table of Contents

  1. ⚠️ Common Causes
  2. ✅ Best Solutions to Fix It
  3. 💡 Conclusion

A remote access error with code 789 is occurring on one user's PC, specifically when connected to their home network. This issue does not affect other clients or machines, making it a unique problem. The user has tried changing the network profile from Public to Private and Domain network without success.

This error can be frustrating for both the user and the IT team as it prevents them from accessing remote resources. Our goal is to identify the root cause of this issue and provide a solution that does not require immediate access to the router.

⚠️ Common Causes

  • The L2TP connection attempt failed because the security layer encountered a processing error during initial negotiations with the remote computer. This could be due to a misconfigured Pre-shared key or an issue with the client's rasdial batch configuration.
  • Alternatively, it is possible that there is a conflict between the Symantec Antivirus and the firewall settings, causing the L2TP connection to fail.

✅ Best Solutions to Fix It

Troubleshooting Network Profile Configuration

  1. Step 1: Step 1: Verify the network profile configuration on the user's PC. Ensure that the network adapter is set to use the correct profile (Public, Private, or Domain network). Try changing the profile again to see if it resolves the issue.
  2. Step 2: Step 2: Check the rasdial batch configuration for any typos or incorrect settings. Verify that the Pre-shared key is correctly configured and that the client is using the correct protocol version (L2TP/IPsec).
  3. Step 3: Step 3: Test the L2TP connection without the antivirus software to isolate potential conflicts between the two programs.

Troubleshooting Firewall Configuration

  1. Step 1: Step 1: Check the firewall settings on the Meraki firewall. Ensure that the L2TP protocol is allowed and that the Pre-shared key is correctly configured.
  2. Step 2: Step 2: Test the L2TP connection using a different client or device to see if the issue is specific to the user's PC or the antivirus software.

💡 Conclusion

To resolve this issue, try troubleshooting the network profile configuration and firewall settings. If the problem persists, test the L2TP connection without the antivirus software to isolate potential conflicts between the two programs.

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