Middlebury

Difference between revisions of "Troubleshooting VPN"

m
Line 20: Line 20:
 
# Try to ping vpn.middlebury.edu -- You should get replies from 140.233.5.201 <br>
 
# Try to ping vpn.middlebury.edu -- You should get replies from 140.233.5.201 <br>
 
#:'''On a PC:'''  Search for, then launch, the Command Prompt app (CMD).  Type '''''ping vpn.middlebury.edu''''' then press the Enter key. <br><br>
 
#:'''On a PC:'''  Search for, then launch, the Command Prompt app (CMD).  Type '''''ping vpn.middlebury.edu''''' then press the Enter key. <br><br>
#:'''On a Mac:'''  From the command menu at the top, choose Go > Utility, then launch TerminalType '''''ping vpn.middlebury.edu''''' then press the Return key. <br><br>
+
#:'''On a Mac:'''  Use Spotlight Search (Command + Spacebar) to search for, then launch, Network UtilityClick the '''Ping''' tab, then enter '''''ping vpn.middlebury.edu''''' for the network adddress.  Click the '''Ping''' button. then press the Return key. <br><br>
  
If no reply..
+
# If your ping gets no reply, trace route can gather useful information about where the connection is breaking down.
PC: tracert vpn.middlebury.edu
+
#:'''On a PC:'''  Navigate to the Command Prompt as before, then type tracert vpn.middlebury.edu then press the Enter key. <br><br>
Mac:
+
#:'''On a 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:KB]]

Revision as of 16:19, 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.

  1. 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: Use Spotlight Search (Command + Spacebar) to search for, then launch, Network Utility. Click the Ping tab, then enter ping vpn.middlebury.edu for the network adddress. Click the Ping button. then press the Return key.

  1. If your ping gets no reply, trace route can gather useful information about where the connection is breaking down.
    On a PC: Navigate to the Command Prompt as before, then type tracert vpn.middlebury.edu then press the Enter key.

    On a Mac:
Powered by MediaWiki