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‘Error sending one-time password’ encountered when connecting to NetExtender
05/20/2022 
4 People found this article helpful
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Description
When attempting to connect to VPN via NetExtender, the user gets an error ‘Error sending one-time password. Sending can't be completed in 10 seconds. Details can be found in the SSL-VPN system log. Please contact your administrator.’ User does receive the OTP via email after a few seconds.
Cause
The SSLVPN settings by default have an OTP timeout of 10 seconds. The error is triggered when the OTP is not sent within 10 seconds
Resolution
Resolution for SonicOS 7.X
This release includes significant user interface changes and many new features that are different from the SonicOS 6.5 and earlier firmware. The below resolution is for customers using SonicOS 7.X firmware.
Please follow the steps below to increase the timeout value for the OTP
- Navigate to the diag page (https://<IPaddress>/sonicui/7/m/mgmt/settings/diag)
- Under SSLVPN Settings, increase the ‘OTP Sending State Check Retry Time(sec) ’ value. It is set to 10 seconds by default.
- Under Log Settings, increase the ‘SMTP Read Timeout (sec)’ value. It is set to 10 seconds by default.
Resolution for SonicOS 6.5
This release includes significant user interface changes and many new features that are different from the SonicOS 6.2 and earlier firmware. The below resolution is for customers using SonicOS 6.5 firmware.
Please follow the steps below to increase the timeout value for the OTP
- Navigate to the diag page (https://<IPaddress>/diag.html)
- Under SSLVPN Settings, increase the ‘OTP Sending State Check Retry Time(sec)’ value. It is set to 10 seconds by default.
- Under Log Settings, increase the ‘SMTP Read Timeout (sec)’ value. It is set to 10 seconds by default.
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