Common Support Tips

To ensure continued smooth operation with the LANCOM Management Cloud, LANCOM devices with an old firmware version must be updated to a newer version.

The following firmware versions are the minimum requirement:

- at least LCOS 10.12.0147 SU3

- at least LCOS SX 3.30.0417 RU3

- LCOS LX as of version 4.00.0096 REL

- LCOS LX as of version 10.4

To use all functions of the LANCOM Management Cloud, we recommend using the latest release version.

Current release versions of our LCOS firmware are available free of charge in the download area of the LANCOM website.

The current LANCOM Advanced VPN Client V4.0 for macOS is not compatible with the macOS 11 "Big Sur" operating system.

As soon as a compatible client is available, LANCOM Systems will communicate this accordingly. Please find a detailed compatibility list of the LANCOM Advanced VPN Client to macOS here.

With WLAN clients that use an Intel® "802.11ac" WLAN module, an incompatibility of the Intel® driver used may prevent an SSID broadcast in the 802.11ax standard from being "seen" (see article on Intel-Webseite).

As a result, the WLAN client cannot connect to the SSID. The recommended troubleshooting procedure is described inthis knowledge base article.

As of the operating system version macOS Catalina 10.15.4, a note appears regarding a kernel extension from "NCP engineering GmbH". This kernel extension is necessary for the correct operation of the Advanced VPN Client on macOS.

We do not recommend a future update to the following operating system macOS 10.16 (expected to be available in autumn / winter 2020) until LANCOM Systems provides a new version of the Advanced VPN Client macOS, compatible with macOS 10.16.

The LANCOM Advanced VPN Client can be used in full for an initial installation for 30 days in unlicensed trial version mode. After these 30 days, the product must be activated with a corresponding license for further, unlimited use. You can obtain the licenses from specialist retailers or distributors.

A LANCOM router accepts a maximum of three simultaneous VPN connections from LANCOM Advanced VPN Clients, which are in 30-day trial version mode. All other connection requests from VPN clients that are in this mode are rejected by the router.

If one of your devices being managed by the LANCOM Management Cloud (LMC) is shown as “offline”, but is otherwise working normally, communication with the LMC may be disrupted.

You can find a detailed description for troubleshooting in our Troubleshooting Guide: How to proceed when a device cannot be reached in the LMC.