Troubleshooting VPN

1. Network connection
2. VPN connection
3. Restart, wait and try again
4. Bad password
5. Insufficient credit
6. Unikey options not set
7. Proxy configuration
8. Corrupt installation
9. Contact the ITS Helpdesk

1 Network connection

Make sure that you are still connected to your network. It may be that you have been disconnected from your ISP (eg by someone in your house picking up your telephone while you're online). Also make sure your network / modem cable going into the back of your computer is firmly wedged into its socket - there should be no loose movement or this might interrupt your connection with electronic noise.

If the physical connections seem okay, check that the computer is still able to communicate with the network. On a Windows computer make sure that the network icon in the tasktray does not have a red cross through it; if it does, hover the mouse over it and a help balloon will tell you what Windows thinks is broken, for example, "Network cable unplugged". If there is no red cross, click the icon once then go to the [Support] tab; IP Address should consist of four numbers separated by dots but if all four numbers are zero, press [Repair]. If they are still zero after a couple of minutes you will need to contact your Network Administrator (eg departmental IT-tech, ISP support line, etc).

2 VPN connection

Make sure that you are still connected to the VPN. On a Windows computer there should be a locked golden padlock in the tasktray to indicate you are connected and authenticated with the VPN server. If you are connected to the VPN server for a long time or have a long period of inactivity you will be disconnected. To reconnect, simply relaunch the VPN client program and log into the VPN again. Make sure you are using the correct profile.

3 Restart, wait and try again

If you encounter a "VPN Subsystem not responding" error when trying to connect to the VPN server, a component of the VPN software on your computer is locked up. To fix this, save and close any open documents you have been working on, then restart your computer and try to connect to the VPN again.

If you encounter a "Could not connect to remote gateway" error this means that your (physical) network between your machine and the VPN host is broken, or the host is not responding at the moment (eg because it is busy with other requests, undergoing maintenance, etc.) This not an uncommon error, especially if it is encountered when trying to connect to the VPN after having just been disconnected by the host. You can often manage to connect to the VPN again after waiting ten to twenty minutes and trying again.

Even if you don't get these specific errors, restarting your computer if you have difficulty connecting might resolve whatever problem was causing the glitch. Occasionally you might also need to wait a while in case the VPN server is busy with others' requests or is restarting. Service during Maintenance Periods may well be intermittent and unreliable, if available.

4 Bad password

If you are unable to log into the VPN server it may be that you are not using the correct password. Password verification is case-sensitive. You need to use the same username and password to log into the VPN as you use to access MyUni and Webmail. If you change your password you will need to use the new password when logging into these areas.

For users who have more than one username (eg a departmental email login as well as their Unikey / Extro login) the login username (and associated password) you need to authenticate with the VPN host is your Unikey / Extro account.

This username is typically the first letter of your first name, the first three letters of your surname, and then four random numbers. Staff members may have more personalised usernames than the default format.

5 Insufficient credit

Another reason your login might be rejected by the VPN server is if your Unikey / Extro account is out of credit. You can check your balance and if necessary pay by credit-card or come in person to pay by bank-card, credit-card, or cheque at one of the Access Labs around campus.

6 Unikey options not set

Another reason your login might be rejected by the VPN server is if you do not have the VPN and Web options enabled on your account.

7 Proxy configuration

If you find that you can only browse local webpages but when you try to browse external websites the browser takes a long time 'connecting to site' and eventually presents you with a Page Not Found or Destination Unreachable error message, then this is a good indication that your proxy configuation is not set to use our web-proxy.

NOTE: You should not use the Usyd web-proxy when using the offcampus profile, or you will be charged both by your ISP and to your UniKey account for external web trafic.
Note: Windows XP randomly blanks the proxy configuration sometimes so even if you have set it correctly in the past, it might have been wiped in the meantime requiring you to re-enter the proxy details before you can access the web again.

8 Corrupt installation

The installation of the VPN Client on your computer may have become corrupt or might be too old. Some other program might have installed a second, conflicting VPN subsystem, such as the default optional inbuilt Windows VPN connectivity. Uninstall all VPN clients, download the most recent Cisco installer from us and install it.

The command uninstallvpn can be used in OS-X to completely uninstall the VPN client prior to reinstallation.

9 Contact the Helpdesk

If you have a complex problem or would like detailed help from the ITS Helpdesk then please send an email to support@mail.usyd.edu.au making sure you include your Unikey / Extro username (not password); what type of computer you are using; what Operating System and version you have (eg MacOS 9.2, Windows NT, Windows XP, etc.); the date and approximate time you were unable repeatedly to log into the VPN; how you connect to your network (eg Sydney Uni LAN, residential college LAN, Faculty LAN, Unikey modem dial-up, commercial ISP, etc.); what profile you use; and any other information you can give to describe the problem to help us give you the most useful and accurate reply we can.

If you need immediate support with your connection difficulties, you can telephone the ITS Helpdesk between 08:00 and 18:00, Monday to Friday on: (935) 16000. Please ensure you have the above information available when you telephone. (International callers please be aware that during busy periods you may have to wait a while on hold before we can tend to your call. You will need to dial your country's exit code (often 00) followed by 61 (for Australia) then 2 (for New South Wales) before the number given: 00-61-2-93516000. Sydney is 10:00 hours ahead of GMT.)