Middlebury

Difference between revisions of "Troubleshooting VPN"

(Updated Helpdesk ticket request for VPN link to TDX)
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Listed here are just a few tips on how to get [[VPN]] to work for you.
 
  
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The following steps will help you resolve problems with your [[VPN|VPN]] connection. Start at the top and work through them in order.
  
'''Verify That You Have An Internet Connection:'''
 
  
* In order to use the VPN client you must have a working Internet connection.
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==== Confirm that you have permission to use VPN ====
  
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<span style="color:red">'''Effective April 17, 2019, VPN access must be requested'''; </span> please request access by creating a [https://support.gmhec.org/TDClient/47/middlebury/Requests/ServiceDet?ID=51 Helpdesk Ticket].
  
'''Try Switching The Transport Protocol: '''
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==== Verify That You Have An Internet Connection ====
  
#In the Cisco VPN Client select the Middlebury College connection entry (it should be highlighted).
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First, try to access a site that ''doesn't'' require VPN. If you can view it successfully then you know your Internet connection is indeed active.<br/> <br/> Not sure if a site requires VPN? See our list: [[Resources_Requiring_VPN_for_Off-campus_Access|Resources Requiring VPN for Off-campus Access]].<br/> &nbsp;
#Click Modify.
 
#Select the Transport tab.
 
#Select IPSec over UDP.
 
#Click Save.
 
#Select Middlebury College and click Connect.
 
  
If that doesn't work, try following the instructions above, but instead of selecting IPSec over UDP, uncheck Enable Transparent Tunneling, and try connecting again.
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==== Initial Error Messages ====
  
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Do you get an initial error message when you try to connect to VPN, such as:
  
'''Try Disabling Local Firewalls:'''
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*Unauthorized to use this service. [See '''Permission issue''']
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*User does not belong to any roles. [See '''Permission issue''']
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*Time out / can't connect. [See '''Connection Failure issue''']
  
Many Internet Service Providers use firewalls in their cable/dsl modems. You can open up these firewalls to connect to the Middlebury VPN Server (140.233.5.200). If you contact your Internet Service Providers technical support to open your local firewalls to allow incoming and outgoing connections to 140.233.5.200.
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&nbsp;
  
You might have a firewall program running on your computer that should be disabled such as, Windows Firewall (included with Windows XP Service Pack 2), Zone Alarm, etc.
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===== Permission Issue =====
  
When you are trying to connect, if you are prompted that the VPN Client is trying to access the Internet, be sure to "Allow" or "Unblock".
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Permission issues should be reported to the Helpdesk. You can submit a request for help using '''[http://go.middlebury.edu/helpme 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.<br/> &nbsp;
  
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===== Connection Failure Issue =====
  
'''Opt-out of Domain Helper Services:'''
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The following steps will help narrow down the cause of the connection failure.
  
Many ISPs have domain helper services that redirect traffic, for a variety of purposes. Occasionaly, this can cause problems with VPN. Contact your ISP to determine if and how you can opt-out of Domain Helper Services. For example, Comcast has an opt-out page here: https://dns-opt-out.comcast.net/<br>
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*'''Try to ping vpn.middlebury.edu''' -- You should get replies from 140.233.5.201
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*:'''On a PC:''' Search for, then launch, the Command Prompt app (CMD).
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*:Type '''''ping vpn.middlebury.edu''''' then press the Enter key.<br/> &nbsp;
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*:'''On a Mac:''' Use Spotlight Search (Command + Spacebar) to search for, then launch, Network Utility.
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*:Click the '''Ping''' tab, then enter '''''ping vpn.middlebury.edu''''' for the network adddress. Click the '''Ping''' button. then press the Return key.<br/> &nbsp; 
  
[[Category:KB]] [[Category:Network]] [[Category:Remote_Access]] [[Category:VPN]]
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*'''If your ping gets no reply,''' trace route can gather useful information about where the connection is breaking down. Take a screen snapshot of the trace route results to share with the Helpdesk for review.
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*:'''On a PC:''' Open the Command Prompt as before, then type '''tracert vpn.middlebury.edu''' then press the Enter key.<br/> &nbsp;
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*:'''On a Mac:''' Open the Network Utility as before, then click the '''Traceroute''' button. Fill in '''vpn.middlebury.edu''' for the internet address, then click the '''Trace''' button. 
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<br/> &nbsp;
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==== Related ====
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[[VPN_Setup_Instructions|VPN Setup Instructions]]
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[[Category:KB]] [[Category:Network]] [[Category:Remote Access]] [[Category:VPN]] [[Category:Helpdesk Documentation]] [[Category:Public Search]]

Revision as of 12:02, 22 November 2021

The following steps will help you resolve problems with your VPN connection. Start at the top and work through them in order.


Confirm that you have permission to use VPN

Effective April 17, 2019, VPN access must be requested; please request access by creating a Helpdesk Ticket.

Verify That You Have An Internet Connection

First, try to access a site that doesn't require VPN. If you can view it successfully then you know your Internet connection is indeed active.

Not sure if a site requires VPN? See our list: Resources Requiring VPN for Off-campus Access.
 

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: 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.
     
  • If your ping gets no reply, trace route can gather useful information about where the connection is breaking down. Take a screen snapshot of the trace route results to share with the Helpdesk for review.
    On a PC: Open the Command Prompt as before, then type tracert vpn.middlebury.edu then press the Enter key.
     
    On a Mac: Open the Network Utility as before, then click the Traceroute button. Fill in vpn.middlebury.edu for the internet address, then click the Trace button.


 

Related

VPN Setup Instructions

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