Trouble setting up connection with VPN hub

I have a RUT901 set up on a remote site with internet access, i can access the web ui page through RMS but cannot get access via the VPN hub

Hello,

For troubleshooting purposes, we will require more sensitive information from your end, such as the troubleshoot file, which may contain passwords, public IP addresses, serial numbers, and such. To avoid leaking this information, we have sent you a form to fill out, which you will receive in your e-mail inbox that you have registered your account with in the forums. In the *Ticket ID* field of the form, please enter the ID of this thread, which is *17549*.

Thank you,