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troubleshoot_vpn [2013/11/26 10:47]
mhorne [Getting Started]
troubleshoot_vpn [2020/03/30 12:48] (current)
mhorne [Slow VPN Performance or no connectivity while connected]
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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 jvpn.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)
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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 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 jvpn.olin.edu''​
     - ''​tracert jvpn.olin.edu''​     - ''​tracert jvpn.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)''​