Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
|
troubleshoot_vpn [2013/11/26 10:47] mhorne [Getting Started] |
troubleshoot_vpn [2020/12/14 16:09] mamaral |
||
|---|---|---|---|
| Line 12: | Line 12: | ||
| * 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) | + | * **START→Run** (OR: **Windows Key + R**) → ''CMD'' (command prompt) |
| * Enter ''ipconfig /flushdns'' | * 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) | + | * **START→Run** (OR: **Windows Key + R**) → ''CMD'' (command prompt) |
| - | * Enter ''ping jvpn.olin.edu'' | + | * Enter: **ping vpn.olin.edu** |
| - | {{:vpn_success.jpg|200}} | + | {{:ping_jvpn.olin.edu.png|200}} |
| - | * This is what a successful ping attempt to the old Olin Nortel 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) | ||
| Line 37: | Line 35: | ||
| - 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 networ 10.x.x.x in your home network this will conflict with the Olin internal networks and may cause issues with connectivity to Internal resources. Please use the the network 192.168.x.x for your home networks when ever possible. | + | - 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 jvpn.olin.edu'' | + | - ''ping vpn.olin.edu'' |
| - | - ''tracert jvpn.olin.edu'' | + | - ''tracert vpn.olin.edu'' |
| - | - ''tracert www.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)'' | ||