Virtual Private Network (VPN) Information
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Troubleshooting Tips for VPN Problems on Windows Vista

Note: the CU VPN does not work on Windows 64-bit.

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. Check to make sure VPN service is running
4. Connect with an Ethernet cable directly to the Cable/DSL Modem (for off-campus only)
5. Uninstall and then Reinstall the VPN Client
6. Adjust the MTU (Windows only)

1. Check for Internet connectivity

• Click on the Start menu, and open 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 Start, then the right arrow at the bottom, and choose Restart.
• Upon restart, check to make sure VPN service is running using the instructions below.

3. Checking to make sure VPN service is running

• Right click on Computer in the start menu.

• Select Manage from the drop-down menu.

• Click to expand the Services and Applications folder.

• Click on Services.

• In the right-hand pane, locate Cisco Systems, Inc. VPN Service.

• Verify under the status column that the Cisco Systems, Inc. VPN Service is started.
  • If the Cisco Systems, Inc. VPN Service is not started, right click on Cisco Systems, Inc. VPN Service and click Start.

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 the wireless card.
• If applicable, unplug your wireless router from the Cable or DSL modem.
• Use an Ethernet cable to connect your laptop or desktop to the Cable/DSL modem.
• Verify internet connectivity (see step 1 if you need assistance).
• Once the internet is working, attempt to establish a VPN connection.

5. Uninstall and then Reinstall the VPN Client

• Click the Start menu. Choose the Control Panel.

• Open the Programs and Features.

• In the Add/remove Programs window, scroll down to the VPN Client. Click Uninstall button.

Click to enlarge.

• Click Yes to completely remove Cisco Systems VPN Client from the machine.

• Click Yes to delete existing profiles.
• Click Yes to delete existing Cisco Certificates.
• Click Yes to restart the system.
• To reinstall the VPN client, go to www.colorado.edu/its/vpn/clients.html.

6. Adjust the MTU

Note: This step should be performed only if the client is able to connect but is unable to browse after connecting.

• Click on Start, then All Programs.

• Choose CU VPN Client.

• Click on the MTU Setter Application button.
• Adjust all connections to 1200.

• Reboot (see step 2 if you need assistance).
• If this does not work, repeat steps 1-3 using an MTU size that is smaller by 100 each time.

Getting Help

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