Canterbury Christ Church University Virtual Private Network Making a Connection to the Virtual Private Network Troubleshooting Guide Contents Section 1. Making your First Connection Section 2. Problems making your First Connection Section 3. Problems after a Successful First Connection Issue 0.2 29 Oct 2007 PLEASE NOTE: The VPN is currently only available to members of staff who have been invited to take part in the Pilot Group. IF you are not part of this group you will not be able to connect to the VPN. Section 1. Making your First Connection Step-by-step setup instructions for connecting to the Canterbury Christ Church University Virtual Private Network (VPN) service can be downloaded from the University website at: http://www.canterbury.ac.uk/support/computing- services/VPN/documentation.asp If you follow these instructions carefully and your PC is compatible then you should have no difficulty making a connection. There is also a frequently asked questions area on this website that can offer advice. If you do have difficulties then the checks listed in this document should help you correct the most common problems. Make sure that you also have a copy of the setup instructions to hand for reference. Section 2. Problems making your First Connection 2.1 Preliminary checks If you are having trouble connecting with your PC for the first time then continue reading this Section. If you have previously made a successful connection but are now having trouble then refer first to the preliminary checks listed in Section 3. a) Make sure that all your router or modem devices are switched on and functioning normally. b) Make sure that you have a valid connection to your chosen ISP or Broadband provider. The VPN connection is a secondary network connection that will not work if you do not already have access to the internet. c) Make sure that any other applications running on your PC are closed before continuing. Some of the stages of the connection process can time out and therefore fail if the PC is busy doing other things. d) Check that your University IT account is not disabled – if you can logon to a staff PC or one of the lab computers then your account is OK 2.2 Connection errors Once you have checked all these you may notice that you are receiving error messages that may help in troubleshooting. Here is a list of the messages that you may receive and the basic problems they indicate: Connection errors may be shown in the connection status box. You can search for these errors in the help and support center on Windows XP machines. This should give you a good idea of where the problem lies: This shows that the VPN server cannot be reached and indicates that no connection to the internet has been made. Please check the FAQ section of the VPN website for a complete list of all currently known errors. This page will be updated when new errors and their solutions are discovered. 2.3 Compliancy errors Once you have made the basic connection, your PC will be checked for compliance. If your PC does not pass compliance then you will be disconnected from the VPN service. This does not indicate an error with the VPN connection, but indicates that your PC does not meet the security requirements necessary to use the VPN. You should receive one of the following messages to help you to troubleshoot the problem: This indicates an error in the script. Try re-installing the profile Check for compliant version of OS If you receive one or more of the following messages then it indicates a problem with the security settings of your PC. You can use the security center to verify your PC’s compliance with the security settings, namely that Anti-virus, Firewall and Windows updates are installed and up-to-date. If you receive this message then you will be automatically dis-connected from the VPN service after a short timeout. You will not be able to make a connection until the security issues on your PC are corrected. 2.4 Successful connection If you receive the following messages then your PC meets the compliancy settings and you should be granted access to the VPN. If this is not the case and you do not receive access then please contact the ISS Helpdesk. Section 3. Problems after a Successful First Connection If you have successfully connected to the VPN service before and find problems on a subsequent connection attempt, check the following: • Are you using an old profile? Occasionally it may be necessary to update the profile for security reasons. You should check the website to ensure that you are using the latest profile, and that connection details have not changed. • Are you using a different PC? You may not have installed the profile to make the VPN connection, or you may have hardware that is not compatible with the VPN. • Has any of the hardware or software relating to your ISP or Broadband connection changed? Not all hardware supports VPN connections and you may need firmware updates, or even to contact your provider. • Have you changed ISP or Broadband provider? Not all ISP and Broadband providers grant access to VPN connections and you may need to contact your new provider to check that VPN access is supported. If these preliminary checks do not succeed in making the connection then you should return to Section 2 and follow the more detailed steps listed there.
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