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troubleshoot_vpn [2012/07/17 15:41]
dterry
troubleshoot_vpn [2020/03/30 12:48] (current)
mhorne [Slow VPN Performance or no connectivity while connected]
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-====== Troubleshooting ​Nortel/​Avaya ​VPN Connection Problems ======+====== Troubleshooting VPN Connection Problems ======
  
  
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     * Some ISP's have certain guidelines to physically connect to their network (registered MAC addresses, software authentication clients…etc),​ or simply do not allow  VPN traffic/​connections to be made over their network.     * Some ISP's have certain guidelines to physically connect to their network (registered MAC addresses, software authentication clients…etc),​ or simply do not allow  VPN traffic/​connections to be made over their network.
-    * Some routers, as a safety measure, have IPSec transfers (the protocol used by our Nortel VPN client/​servers) disallowed by default, and may need to be modified accordingly or they have  released an updated firmware revision to enable such features. You may need to contact your ISP provider to troubleshoot some issues as this information helps  us to troubleshoot your problem and provide the best possible solution. +    
- +====== ​Getting Started ​======
- +
-Getting Started+
  
  
     * Open a command prompt to clear cached Olin network information from your computer.     * Open a command prompt to clear cached Olin network information from your computer.
       * Go to:       * Go to:
-    * **START→Run** ​  ​(OR:​**Windows Key + R**)**→CMD**    ​(command prompt)enter  ''​ipconfig /​flushdns''​+    * **START→Run** ​  ​(OR: ​ **Windows Key + R**) → ''​CMD'' ​(command prompt) 
 +      * Enter  ''​ipconfig /​flushdns''​
     * Open a command prompt and see if you can communicate with the Olin VPN server…     * Open a command prompt and see if you can communicate with the Olin VPN server…
       * Go to:       * Go to:
-    * **START→Run** ​  ​(OR:​**Windows Key + R**)→**CMD**    ​(command prompt)enter ''​ping vpn1.olin.edu ​+    * **START→Run** ​  ​(OR: ​ **Windows Key + R**) → ''​CMD'' ​(command prompt) 
 +      * Enter: **ping jvpn.olin.edu**
  
-{{:vpn_success.jpg}}+{{:ping_jvpn.olin.edu.png|200}}
  
-    ​* This is what a successful ping attempt to the Olin VPN server will look like.   ​ +  ​* This is what a successful ping attempt to the VPN server will look like. 
- +  - If the ping attempt did not go through correctly and you use a router, please retry without the router installed in the network. 
-    ​- If the ping attempt did not go through correctly and you use a router, please retry without the router installed in the network.  +  - If you are still unsuccessful,​ please send an email to the Help Desk with the following information 
-    - If you are still unsuccessful,​ please send an email to the Help Desk with the following information +  - Are you using the correct VPN login and password? 
-    - Are you using the correct VPN login and password? ​  ​ +    * The VPN software does require a username and password. 
-      * The VPN software does require a username and password.  +      * This is the same as your network username and password. 
-        * This is not your network username and password. ​  ​ +  -  Who is your ISP? 
-        * You can send a request to [[helpdesk@olin.edu|helpdesk@olin.edu]] to create a VPN account or to reset your password +    - Is your ISP dial-up, cable modem, or DSL? 
-    ​-  Who is your ISP?<​nowiki>  ​ +    - Does your ISP allow IPSec VPN traffic on their network? (Y/N) 
-      - Is your ISP dial-up, cable modem, or DSL?     ​ +      * (If unknown, please contact your ISP) 
-      - Router Information +  - What type of router (if used) are you using? (Brand and Model Number) 
-      ​- Does your ISP allow IPSec VPN traffic on their network? (Y/N) +    - Does your router have the latest available firmware revision installed?
-        * (If unknown, please contact your ISP)<​nowiki> ​     +
-    - What type of router (if used) are you using? (Brand and Model Number) ​  ​ +
-      - Does your router have the latest available firmware revision installed? ​+
     - Have you tried connecting with the router removed from your network? (PC directly to the Cable/DSL Modem, this is a very important detail)     - Have you tried connecting with the router removed from your network? (PC directly to the Cable/DSL Modem, this is a very important detail)
     - Is your router configured to allow IPSec transfer traffic?     - Is your router configured to allow IPSec transfer traffic?
-    - Please send the results of the following commands entered into a command prompt:​(Instructions for  opening a command prompt are posted above)<​nowiki>  ​ +    ​- If you are using the network 10.x.x.x in your home network (or for virtual box) this will conflict with the Olin internal networks and may cause issues with connectivity to Olin internal resources. Please use the the network 192.168.x.x for your home networks when ever possible. 
-      - ''​ipconfig /​all''​  +  ​- Please send the results of the following commands entered into a command prompt:​(Instructions for  opening a command prompt are posted above 
-      - ''​ping ​vpn1.olin.edu''​ +    - ''​ipconfig /​all''​  
-      - ''​tracert ​vpn1.olin.edu''​ +    - ''​ping ​jvpn.olin.edu''​ 
-      - ''​tracert ​www.olin.edu''​+    - ''​tracert ​jvpn.olin.edu''​ 
 +    - ''​tracert ​it.olin.edu''​ 
 + 
 + 
 +====== Slow VPN Performance or no connectivity while connected ​ ======
  
 + * The Pulse Secure Client on Windows 10 appear to have an incompatibility issue with some network adapters.
 + * Pulse Secure will be releasing an update that resolves this issue in Spring 2020.
 + * In the meantime, IT recommends disabling the adapters.
 + * The adapter in question is the "​Juniper network Service"​
 +
 + * How to disable the adapters:
 +
 + - ''​Connect to the Olin VPN server, (required)''​
 + - ''​Click on the Start Menu''​
 + - ''​Start typing "​Network status"​ no quotes and select it when it appears''​
 + - ''​Choose "​Change adapter options"''​
 + - ''​Select the Pulse Secure adapter''​
 + - ''​Right click on the adapter and select Properties''​
 + - ''​You will see a list of connection items''​
 + - ''​Uncheck the "​Juniper Network Service"''​
 + - ''​Click "​ok"​ then click close''​
 + - ''​repeat this process for all other listed network adapters''​
 + - ''​disconnect from the PulseSecure VPN service''​
 + - ''​close all windows and restart your computer (required)''​