windows – Intermittent vpn disconnections with openvpn

I’m trying to troubleshoot connectivity issues for one of our employees who’s using a OpenVPN client to connect to our office infrastructure. AFAIK, he’s the only one affected by this issue which basically lets him connect fine but after a few minutes up to one or two hours disconnects him.

He’s using W10 via wifi with no possible way to use a LAN cable and his ovpn client log looks like this:

Thu Jan 28 11:28:05 2021 Connection reset, restarting (-1)

Thu Jan 28 11:32:21 2021 (ApplianceCertificate_xxxxxxxxxxxxx) Inactivity timeout (--ping-restart), restarting
Thu Jan 28 11:32:21 2021 SIGUSR1(soft,ping-restart) received, process restarting
Thu Jan 28 11:32:21 2021 MANAGEMENT: >STATE:1611829941,RECONNECTING,ping-restart,,,,,

Thu Jan 28 11:52:01 2021 read TCPv4_CLIENT: Connection timed out (WSAETIMEDOUT) (code=10060)
Thu Jan 28 11:52:01 2021 Connection reset, restarting (-1)
Thu Jan 28 11:52:01 2021 SIGUSR1(soft,connection-reset) received, process restarting

Thu Jan 28 13:52:17 2021 Connection reset, restarting (-1)
Thu Jan 28 13:52:17 2021 SIGUSR1(soft,connection-reset) received, process restarting
Thu Jan 28 13:52:17 2021 MANAGEMENT: >STATE:1611838337,RECONNECTING,connection-reset,,,,,

Because I wanted to test his internet connectivity too, I asked him to run a continuous ping command against google.com and while most packets went through just fine, there were a few lost packets (4 within 6 minutes with a rate of one query per second). Based on the log, I could find that Connection timed out (WSAETIMEDOUT) (code=10060) basically stands for a connectivity issue between the client and the vpn server, which is why I figured this could be caused by the few lost packets that happen every now and then. I’m just not that sure that the vpn would be that sensitive. He also tells me that everything else works fine, including calls, which is the reason why I have doubts that a few lost packets could actually be the root cause for this.

I had a look at his router configuration (router which was restarted recently too) and as far as I could tell, there was noting that screamed misconfiguration.

I’m a bit at a loss here as to what I could try to really confirm that the root cause is the internet connection. I thought of asking him to setup a hotspot wifi with his phone for a couple of hours but I’m concerned about the costs it would incur if he had to go into conference calls, so for now I haven’t tried that.

Any ideas or suggestions? Thanks!