Difference between revisions of "Troubleshooting VPN"

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.

@@ Line 1: / Line 1: @@
-Listed here are a few tips on how to get [[VPN]] to work for you.
-== Problems with installing the VPN client<br>  ==
+The following steps will help you resolve problems with your [[VPN|VPN]] connection. Start at the top and work through them in order.
-#When following the instructions for [[Recommended VPN|configuring VPN]] please use an account that has administrative privileges.
-#Remove old VPN programs:<br>- On a PC, open Control Panel, open Add/Remove programs. In the list of programs, highlight any entry containing the words "Cisco VPN" and click Remove. Repeat the procedure for any entry containing the words "Juniper Network Connect".<br>- On a Mac, to remove the old Cisco VPN client, please follow the instructions on this page&nbsp;[http://www.cisco.com/en/US/products/sw/secursw/ps2308/products_user_guide_chapter09186a008015cffe.html#1003396 Uninstalling the Cisco VPN Client]. To remove an old version of the Juniper VPN software, follow the instructions on this page: [http://kb.juniper.net/InfoCenter/index?page=content&id=KB16265&cat=SSL_VPN&actp=LIST Manually Remove Network Connect in Mac OS X].<br><br>More detailed instructions for removing the Cisco VPN client from a Mac or a PC are available at&nbsp;[[Uninstalling_Cisco_VPN|Uninstalling Cisco VPN]].
-== Problems with establishing a VPN connection using the VPN client  ==
+==== Confirm that you have permission to use VPN ====
-=== '''Verify That You Have An Internet Connection'''  ===
+<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 accessing a site that doesn't require VPN to ensure that your Internet connection is indeed active.
+==== Verify That You Have An Internet Connection ====
-=== '''Try Disabling Local Firewalls'''  ===
+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;
-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.&nbsp;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".<br>
+==== Initial Error Messages ====
-=== '''Opt-out of Domain Helper Services'''  ===
+Do you get an initial error message when you try to connect to VPN, such as:
-Many ISPs have domain helper services that redirect traffic, for a variety of purposes. Occasionally, 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>
+*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''']
-== Troubleshooting Flowchart ==
+&nbsp;
-Juniper Networks, our current VPN provider, offers a [http://kb.juniper.net/kb/documents/public/resolution_path/J_visio_kb9090.htm VPN troubleshooting flowchart] and [http://kb.juniper.net/InfoCenter/index?page=content&id=KB9090 installation troubleshooting guide] that may be useful to users and technicians.
+===== Permission Issue =====
-[[Category:KB]]
+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;
-[[Category:Network]]
-[[Category:Remote Access]]
+===== Connection Failure Issue =====
-[[Category:VPN]]
-[[Category:Helpdesk Documentation]]
+The following steps will help narrow down the cause of the connection failure.
-[[Category:Public Search]]
+*'''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.<br/> &nbsp;
+*:'''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.<br/> &nbsp;
+*'''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.<br/> &nbsp;
+*:'''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.
+<br/> &nbsp;
+==== Related ====
+[[VPN_Setup_Instructions|VPN Setup Instructions]]
+[[Category:KB]] [[Category:Network]] [[Category:Remote Access]] [[Category:VPN]] [[Category:Helpdesk Documentation]] [[Category:Public Search]]

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