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troubleshoot_vpn [2012/07/17 15:45]
dterry
troubleshoot_vpn [2018/06/28 15:11] (current)
mamaral [Getting Started]
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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 not your network username and password. +      * This is the same as your network username and password.
-      * You can send a request to [[helpdesk@olin.edu|helpdesk@olin.edu]] to create a VPN account or to reset your password+
   -  Who is your ISP?   -  Who is your ISP?
     - Is your ISP dial-up, cable modem, or DSL?     - Is your ISP dial-up, cable modem, or DSL?
-    - Router Information 
     - Does your ISP allow IPSec VPN traffic on their network? (Y/N)     - Does your ISP allow IPSec VPN traffic on their network? (Y/N)
       * (If unknown, please contact your ISP)       * (If unknown, please contact your ISP)
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     - 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?
 +    - 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.
   - Please send the results of the following commands entered into a command prompt:​(Instructions for  opening a command prompt are posted above   - Please send the results of the following commands entered into a command prompt:​(Instructions for  opening a command prompt are posted above
     - ''​ipconfig /​all'' ​     - ''​ipconfig /​all'' ​
-    - ''​ping ​vpn1.olin.edu''​ +    - ''​ping ​jvpn.olin.edu''​ 
-    - ''​tracert ​vpn1.olin.edu''​ +    - ''​tracert ​jvpn.olin.edu''​ 
-    - ''​tracert ​www.olin.edu''​+    - ''​tracert ​it.olin.edu''​