VPN - Forticlient error

[crashfive]

Other users are connecting to the VPN just fine. This single user used to connect to the VPN fine until yesterday when the user started getting this error in their Forticlient logs: "status=negotiate_error No response from the peer, phase1 retransmit reaches maximum count..."

I'm somewhat new to the Fortimanager, so how could I review the logs from the server side in response to this connection?  Also, does this error indicate that the user cannot communicate with the Phase1? I can ping the VPN tunnel from their computer. Also, is there a timeout period, if the user attempts to connect to the VPN too many times, the system locks them out for a period, i.e. 24 hours?