Difference between revisions of "Troubleshooting VPN"

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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.
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==== Confirm that you have permission to use VPN ====
<span style="color:red">Effective April 17, 2019, VPN access must be requested; please request access by creating a [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=404 Helpdesk Ticket].</span>
==== 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.<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;
==== 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 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;
===== 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
*:'''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]]
[[Category:KB]] [[Category:Network]] [[Category:Remote Access]] [[Category:VPN]] [[Category:Helpdesk Documentation]] [[Category:Public Search]]

Latest revision as of 11:17, 16 March 2022

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