Information Technology Services

Frequently Asked Questions about VPNs

General

1. Who should use the VPN?
2. Why should I use the VPN?
3. How do I obtain and install the VPN client?
4. How do I upgrade the VPN client?
5. Can I use the VPN client on campus?
6. Where is the Cisco documentation for the VPN client?
7. Why isn't the VPN client on the UNCG standard image?

Compatibility Issues

1. Will the VPN client work on my Operating System?
2. Will the VPN client work with my personal firewall software?
3. Can I use an alternative to the Cisco VPN client?

Errors and Problems

1. Why does my VPN Client experience "time-outs" when I'm connected via the Wireless Network?
2. I typed in my Novell username and password and the login window simply prompted me again. What do I do?
3. I changed my password and now I can no longer log into the VPN client. What do I do?
   
4. I click on Connect in the VPN client window, and I do not get a prompt to login at all. I also see "not connected" in the bottom of the VPN client window.
5. I'm getting a "not available" error message...
6. I am getting an installation error that the VPN client is not Windows Certified. What do I do?
7. Why am I having problems connecting?
8. Why is the VPN trying to initiate a dial-up connection when I have DSL/cable modem?
9. When I install the VPN client on Windows XP, I see a dialog box warning me that the driver is not signed. What should I do?

Miscellaneous

1. If I am on the campus wired network and I get the Automatic Network Registration (NETREG) page to move or register my machine, do I need to register my machine in order to use VPN?
2. If I am on the campus wireless network, do I need to log into the BlueSocket Web page before using VPN?
3. How do I login to Novell, map drives, etc.?
4. How do I login with the VPN client before logging into Windows/Novell?

General

1. Who should use the VPN?
   
   You should use the VPN if you need to access departmental servers and/or services that require a campus IP address. For example, you can access Banner by using the VPN. You should also use the VPN if you need to comply with federal regulations regarding data confidentiality.
   
   
2. Why should I use the VPN?
   
   Some services require the user to have an on-campus IP address/uncg.edu domain name to work correctly. Connecting to campus via an Internet Service Provider does not give your computer a campus address. However after establishing the VPN tunnel, your computer is assigned a campus IP address with a .uncg.edu host name. You then have access to the same services that you can only use on campus.
   
   
3. How do I obtain and install the VPN client?
   
   You can download the Cisco VPN client software. See the documents for Installing VPN on Windows and Installing VPN on Macintosh for installation assistance. For technical support, contact 6-TECH Technical Support at 336-256-TECH (8324) or 6-tech@uncg.edu.
   
   
4. How do I upgrade the VPN Client?
   
   You must uninstall your current version of the client before installing the new version. On Windows, you must do this through Add/Remove Programs and not by using the Cisco client uninstaller. Once the current version has been removed, then you can install the new version.
   
   
5. Can I use the VPN on campus?
   
   Yes. The VPN will work on campus.
   
   
6. Where is the Cisco documentation for the VPN Client?
   
   The Cisco documentation for the VPN client can be found on the Cisco Web site.
   
   
7. Why isn't the VPN Client on the UNCG standard image?
   
   Because of the client's strong encryption, U.S. law requires the distribution to be highly restricted and does not allow us to add the client to the UNCG standard image. See Restrictions on the Export of Cryptographic Software.

Compatibility Issues

1. Will the VPN Client work on my Operating System?
   
   The Cisco VPN client will work on Windows XP and Macintosh (10.1 and higher.). Clients are provided on the Downloads page, but support is offered only for Windows and Macintosh.
   
   
2. Will the VPN work with my personal firewall software?
   
   You may need to turn off your personal firewall software in order to successfully use the VPN. If you are running Windows XP, make sure that the XP firewall is not enabled. The VPN may not function properly if ZoneAlarm is installed. The VPN already contains a firewall that you can activate by right-clicking on the VPN icon in your system tray. Choose Stateful Firewall and then confirm that this option has been checked. Once enabled, the stateful firewall will protect your computer from inbound traffic even if the VPN client isn't running.
   
   
3. Can I use an alternative to the Cisco VPN Client?
   
   Unfortunately, only clients that support split tunneling and the encryption protocol used on the Cisco VPN client will work. This means that most available alternatives, like the Microsoft VPN Client, are ineffective. Currently, we only provide support for the Cisco VPN client.

Errors and Problems

1. Why does my VPN Client experience "time-outs" when I'm connected via the Wireless Network?
   
   If you are connected via the Wireless Network, the VPN can "time-out." VPN is a highly secure protocol and is sensitive to network changes. This can cause highly network-dependent services, such as "Novell mapped network drives," to be lost due to brief network disruption. VPN over Wireless networks is most useful for accessing UNCG Web and secure Web content.
   
   
2. I typed in my Novell username and password and the login window simply prompted me again. What do I do?
   
   The password you typed may be incorrect, or your Novell account may have expired. Please use the Self Service Password Resetting form and then try the VPN client again.
   
   
3. I changed my password and now I can no longer log into the VPN Client. What do I do?
   
   To eliminate a saved password, you need to modify the connection entry profile. Use the following procedure:
   
   
   1. Select a connection entry in the display underneath the Connection Entries tab.
   2. To modify the selected connection entry, do one of the following actions:
      • Display the Connection Entries menu and choose Modify
      • Click the Modify icon on the toolbar above the Connection Entries tab
      • Right-click the selected entry and choose Modify from the menu
   3. Click Erase User Password.
   4. To save your changes, click Save, or to cancel your changes, click Cancel.
   
   Note: If you get a failed-to-authenticate message, you should enable Erase User Password on the VPN Client and verify that your password is valid. When you attempt to connect, the VPN Client prompts you to enter your password.
   
   With Erase User Password in effect, the next time you connect, the authentication dialog box prompts you to enter your password.
   
   
4. I click on Connect in the VPN client window, and I do not get a prompt to login at all. I also see "not connected" in the bottom of the VPN client window.
   
   Your group authentication password or group name is incorrect. Please call 6-TECH Technical Support at 336-256-TECH (8324) and verify the exact group name and password information to use. Be sure to type the information accurately, including upper, lowercase, and punctuation.
   
   
5. I'm getting a "not available" error message...
   
   You may encounter the following error message: "The necessary VPN sub-system is not available. You will not be able to make a connection to the remote IPSec server." It is likely that the Cisco VPN service did not start. Please reboot your computer and if the problem does not clear up then go to: Control Panel -> Administrative Tools -> Services. Look for the Cisco Systems, Inc. VPN Service and confirm that the service has started.
   
   
6. I am getting an installation error that the VPN Client is not Windows Certified. What do I do?
   
   The warning will not affect the installation. It is OK to proceed with the installation without making any additional changes.
   
   
7. Why am I having problems connecting?
   
   If you are still having problems connecting, look under Properties for your VPN connection and select the General tab. Make sure that "Enable Transparent Tunneling" is checked, and choose to Allow IPSec over UDP. Note that if you are connecting through a router and are experiencing intermittent connectivity, you may need to uncheck "Enable Transparent Tunneling."
   
   
   
   
8. Why is the VPN trying to initiate a dial-up connection when I have DSL/cable modem?
   
   Choose Properties for the connection. Under the Connections tab, make sure that the checkbox for "Connect to the Internet via dial-up" is unchecked if you connect to the Internet with a cable modem or DSL.
   
   
   
   
9. When I install the VPN Client on Windows XP, I see a dialog box warning me that the driver is not signed. What should I do?
   
   The dialog box should be asking you to stop or continue. Click Continue to complete the installation. Occasionally, you will have to press Continue two or three additional times with the same message before the installation continues. This is just a result of Windows not updating their environment and it will NOT interfere with the remainder of the installation.

Miscellaneous

1. If I am on the campus wired network and I get the Automatic Network Registration (NETREG) page to move or register my machine, do I need to register my machine in order to use VPN?
   
   No. You just need the VPN software installed and configured. VPN can be used temporarily if you are in a different building from the one where you normally use your computer.
   
   
2. If I am on the campus wireless network, do I need to log into the BlueSocket Web page before using VPN?
   
   No. You just need to associate with the wireless network. For more information about the wireless network, login to 6-TECH Online.
   
   
3. How do I login to Novell, map drives, etc.?
   
   If you do not have the Novell client, first install it on your computer. Once installed, you can right-click on the Novell Services icon in the system tray and select Novell Login. Please note that using VPN over wireless can cause "time-outs" that may disconnect your mapped drives.
   
   
4. How do I login with the VPN client before logging into Windows/Novell?
   • Open the Cisco VPN Client.
   • Click on Options and Windows Logon Properties.
   • Put a check in the box beside each of these options:
     • Enable start before logon
     • Allow launching of third party applications before logon
     • Disconnect VPN connection when logging off
   These options will allow you to login to the VPN client before you login to Windows/Novell. This is needed only when using a roaming laptop that needs access from multiple locations on campus.