Differences
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| Both sides previous revision Previous revision Next revision | Previous revision | ||
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troubleshoot_vpn [2015/11/10 15:31] tchen clarifying VPN password for new JVPN |
troubleshoot_vpn [2020/12/14 16:09] mamaral |
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| * 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 | ||
| Line 29: | Line 29: | ||
| - 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 39: | Line 38: | ||
| - 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)'' | ||