VPN Troubleshooting

Contents

Use the latest version of Cisco AnyConnect software

The Cisco AnyConnect client software may be updated at anytime to address security and performance concerns. You must be running the same version of the client software as loaded on UD's VPN server, or the VPN connection will fail.

If there is an updated version of the AnyConnect client software, it will automatically download to your computer after you log in to the UD VPN server.

If your department's or college's network has been set up with network policies that prevent the automatic update, contact your department's or college's IT staff for assistance.

Google Chromebooks not supported

The University VPN network does not support the current version of VPN available for Google Chromebooks.

Windows 8.1 and 10.x: "Failed to initialize connection subsystem" error

If you see the error message failed to initialize connection subsystem on a Windows 8.1 or 10 computer when trying to use the Cisco Anyconnect software, make sure your computer's operating system is current. The fix for this error was in two separate Windows Updates patches, MS15-031 and MS15-018. (More information)

Access denied for internal UD resources

The VPN service allows you to connect to selected UD resources. The resource must be configured to allow the IP numbers assigned by the UD VPN server. If you get an access denied message, check your IP number and give it to the UD server administer responsible for the resource you are trying to access. (see VPN for UD Server Administrators.)

Check your assigned IP number

First, connect to UD VPN using your UDelNet ID and password and then open your browser to www.udel.edu/ip. You should get a report similar to:
Your ip address is 10.7.69.12
The time is
06/20/2014 11:22:37
Your reported hostname is
'host10-7-69-12.vpn.udel.edu' 

This is your 10.7 private UD address. It is possible that your UDelNet ID is assigned to a group that gets a subset of the total pool of allowed IP numbers. It is also possible that your IP number is statically defined so you always get the same IP number. The reason for these special assignments is to enable UD server administers to allow access for you or a small group of UDelNet users, while denying access to all others. To make this work, the server administor needs to know the IP numbers that are reserved for you. (see VPN for UD Server Administrators.)

Test the ISP connection

On the machine with the VPN client, open a browser with URL http://www.udel.edu/ip and record the IP number and the time stamp. Normally, the IP number is a number assigned to your ISP; however, when you are connected using the UD VPN client, the IP number should begin with 10.7. If this is not the case, report the problem to the IT Support Center with the incorrect IP number and time stamp.

Make sure the DNS is working

Try the following pings:
ping 128.175.111.226
ping vpn-chp.nss.udel.edu 
If the second one doesn't work, then you have a DNS problem. Either fix the DNS problem or reconfigure your VPN client and use 128.175.111.226 instead of vpn-chp.nss.udel.edu.

Test Split Tunneling

When you are using UD VPN, split tunneling is a process that allows you to access a public network (e.g., the Internet) at the same time as you are accessing resources through UD VPN.

After connecting to the UD VPN server, try to connect to a non-UD site. This should work, just as if you were not using VPN. Hosts inside of UDelNet should see you coming in with a 10.7 IP number, while all other hosts should see you using a globally unique IP number from your ISP.

Proxy servers do not work with VPN

Use the VPN server when you are connecting to an internal UDelNet server and need a private 10.7 address. Use a proxy server when you are connecting to an outside Web host and need a public 128.175 IP address. You must disconnect the VPN server to use the proxy server, and you should logout from the proxy server before you reconnect to the VPN server. See VPN and Proxy servers for a detailed description for using both from home.

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