Virtual Private Network (VPN) Information
online resources for network services
 

Troubleshooting Tips for VPN Problems on a Macintosh OS

Download Problems

Can't Download

Some customers on Mac OS 10.5 have difficulty downloading the VPN installer. If you are, please bring your computer to the Desktop Support (BugBuster) walk-in center.

After Installation

After you install the VPN client, you can delete the installer from your desktop. This icon is not your VPN client. Instead, you will find the VPN client in your Applications folder.

Usage Problems

Follow the steps below in order to solve problems you may be having with the VPN. After each step, check to see if your problem has been corrected. If not, move onto the next step. To skip to a step after others have been tried, click on the list below.

1. Check for Internet connectivity
2. Restart your Computer
3. Restart the VPN service
4. Connect with an Ethernet cable directly to the Cable/DSL Modem (for off-campus only)
5. Uninstall and then Reinstall the VPN Client

1. Check for Internet connectivity

• Open the Finder, then go to Applications, and open up an internet browser.

• When your browser opens, go to the www.colorado.edu website to check for connectivity.

• If you are not able to access the website, or any others, the network connection may be down.
  • Contact 303-735-4357 (5-HELP) if you are on-campus.
  • Contact your ISP (Comcast, Qwest, etc.) if you are off-campus.

2. Restart your computer

• Click the Apple Menu, then Restart.
• Upon restart, check to make sure VPN service is running using the instructions below.

3. Restart the VPN service

• Open Terminal.
• Enter the following command:
  • sudo /System/Library/StartupItems/CiscoVPN/CiscoVPN restart

4. Connect with an Ethernet cable directly to the Cable/DSL Modem

Note: this step is for off-campus only. If you are on-campus skip to step 5.

• Disable your AirPort (wireless connection).

• If applicable, unplug your wireless router from the Cable or DSL modem.
• Use an Ethernet cable to connect your laptop or desktop directly to the Cable/DSL modem.
• Verify internet connectivity.
• Once the internet is working, attempt to establish a VPN connection.

5. Uninstall and then Reinstall the VPN Client

• Open Terminal.
• Type the following at the prompt: sudo /usr/local/bin/vpn_uninstall

• Type Yes when prompted if you are certain that you want to remove the VPN Client.

• Type Yes when prompted to remove all existing profiles and certifications.

• To reinstall the VPN client, go to www.colorado.edu/its/vpn/clients.html.

Getting Help

Help Docs
IT Service Center
(303) 735-4357 (5-HELP from a campus phone)
help@colorado.edu