Middlebury

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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Content for this wiki page has been moved to the TeamDynamix Knowledge Base:
 
 
 
 
==== Confirm that you have permission to use VPN ====
 
 
 
<span style="color:red">'''Effective April 17, 2019, VPN access must be requested'''; </span> please request access by creating a [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=404 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.<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''']
 
 
 
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===== 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 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]]
 
  
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'''https://support.gmhec.org/TDClient/47/middlebury/KB/ArticleDet?ID=280'''
 
[[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]]
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[[Category:TDXKB]]

Latest revision as of 11:17, 16 March 2022

Content for this wiki page has been moved to the TeamDynamix Knowledge Base:

https://support.gmhec.org/TDClient/47/middlebury/KB/ArticleDet?ID=280

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