Resolve Problems With VPN
How to resolve problems with Virtual Private Network (VPN).
Problems Downloading VPN
Do one or both of the following:
- Ensure that you can download software from other websites. If you cannot, contact your Internet service provider or the vendor of your computer for assistance.
- Contact UCSF ITS Customer Support at 415/514-4100. If a known problem exists, the message greeting may give you a current status of the situation. If not, stay on the line to report the problem. If possible, be in front of your computer with the computer on when you call.
Problems Connecting to VPN
If you're not able to connect, an error message will appear or, in rare cases, your computer will display a black screen for several seconds before restarting without warning. If you're not able to connect, do one or more of the following:
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Ensure that your Caps Lock key is off. If your Caps Lock key is accidentally on, your password might not be entered as you expect.
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Try your login and password on another computer where UCSF VPN is known to work correctly for someone else. If your login and password fail this test, it probably means your password isn't what you think it is. Check that the password you're using matches what you were told it was. If it does, it needs to be reset. Contact UCSF ITS Customer Support at 415/514-4100 to request a VPN password reset.
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If your computer has Norton Internet Security installed, uninstall it. If your computer crashes with a blue screen of death or displays a completely black screen for a few seconds before restarting without warning, and if your computer has Norton Internet Security installed, you might be experiencing a known problem which sometimes occurs with Norton Internet Security and our VPN software and your computer or network. If this happens, you should restart your computer and uninstall Norton Internet Security. Instead of using Norton Internet Security, follow the Computer Security guide to ensure that your computer has some other anti-virus and firewall solution. After installing a different solution, configure your firewall to work with VPN. VPN should then work without crashing or restarting your computer. (This problem is known to occur only with Norton Internet Security. Other Norton products are not known to cause the problem. Also, not all computers with Norton Internet Security exhibit the problem, so if you have it and VPN works, there is no need to uninstall it.)
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Configure your firewall to work with VPN. Or, temporarily disable your firewall to determine if it is indeed a firewall configuration problem. (Do not leave your firewall disabled for more than a few minutes.)
If your firewall is not listed, you must contact the vendor of your firewall for instructions on configuring it to permit VPN applications to work with it.
- Reinstall VPN. Uninstall VPN, restart your computer, reinstall VPN using the most recent installer available, restart your computer again, then try using VPN again. To get the most recent installer, see Get VPN (for students) or Get VPN (for faculty and staff).
- Contact UCSF ITS Customer Support at 415/514-4100. If a known problem exists, the message greeting may give you a current status of the situation. If not, stay on the line to report the problem. If possible, be in front of your computer with the computer on when you call.
Go To: Virtual Private Network (VPN)
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