Difference between revisions of "Troubleshooting VPN"

Revision as of 15:54, 10 December 2018

The following steps will help you resolve problems with your VPN connection.

Verify That You Have An Internet Connection

First, try accessing a site that doesn't require VPN to ensure that your Internet connection is indeed active.

Initial Error Messages

Do you get an initial error message when you try to connect to VPN, such as:

Unauthorized to use this service. [See Permission issue]
User does not belong to any roles. [See Permission issue]
Time out / can't connect. [See Connection Failure issue]

Permission Issue

Permission issues should be reported to the Helpdesk. You can submit a request for help using http://go.middlebury.edu/helpme. Be sure to mention the specific error message you received, as well as the username you used to attempt your VPN connection.

Connection Failure Issue

The following steps will help narrow down the cause of the connection failure.

Try to ping vpn.middlebury.edu -- You should get replies from 140.233.5.201

On a PC: Search for, then launch, the Command Prompt app (CMD). Type ping vpn.middlebury.edu then press the Enter key. On a Mac: From the command menu at the top, choose Go > Utility, then launch Terminal. Type ping vpn.middlebury.edu then press the Return key.

If no reply.. PC: tracert vpn.middlebury.edu Mac:

@@ Line 8: / Line 8: @@
 Do you get an initial error message when you try to connect to VPN, such as:
-* ''Unauthorized to use this service.'' [See Permission issue] <br>
+* Unauthorized to use this service. [See '''Permission issue'''] <br>
-* ''User does not belong to any roles.'' [See Permission issue]<br>
+* User does not belong to any roles. [See '''Permission issue''']<br>
-* ''Time out / can't connect''  [See Connection Failure issue] <br>
+* Time out / can't connect.  [See '''Connection Failure issue'''] <br>
 ===== Permission Issue =====
@@ Line 16: / Line 16: @@
 ===== Connection Failure Issue =====
+The following steps will help narrow down the cause of the connection failure.
-* Ping vpn.middlebury.edu -- You should get 140.233.5.201 -- No reply is bad.
+# Try to ping vpn.middlebury.edu -- You should get replies from 140.233.5.201 <br>
-PC: Open cmd line
+'''On a PC:''' Search for, then launch, the Command Prompt app (CMD). Type '''''ping vpn.middlebury.edu''''' then press the Enter key.
-Mac:  Open terminal...
+'''On a Mac:'''  From the command menu at the top, choose Go > Utility, then launch Terminal.  Type '''''ping vpn.middlebury.edu''''' then press the Return key.
 If no reply..
 PC: tracert vpn.middlebury.edu
 Mac:
-[[Category:KB]]
-[[Category:Network]]
-[[Category:Remote Access]]
-[[Category:VPN]]
-[[Category:Helpdesk Documentation]]
-[[Category:Public Search]]
-[[Category:KB]]
-[[Category:Network]]
-[[Category:Remote Access]]
-[[Category:VPN]]
-[[Category:Helpdesk Documentation]]
-[[Category:Public Search]]
-[[Category:KB]]
-[[Category:Network]]
-[[Category:Remote Access]]
-[[Category:VPN]]
-[[Category:Helpdesk Documentation]]
-[[Category:Public Search]]
 [[Category:KB]]

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