Summary: This document will guide you through various VPN errors and how to troubleshoot them.

Issues Connecting

If you're having trouble connecting to VPN, there are a few things you can check before making a ticket.

 

 

 

 

 

 

 

 

 

Issue: Failed to get domain name

Step 1: This is most likely an incorrect Server or User name. Make sure the VPN window is filled out as shown above.

Step 2: It could also be an internet connectivity issue. Confirm that you have internet access.

 

Issue: SSLVPN authentication failed

Step 1: This is most likely an incorrect username or password. Make sure you’re typing your password correctly and that the VPN window matches what’s shown above.

Step 2: It could also be an AuthPoint issue. Make sure you’re receiving the AuthPoint push notification for MFA.

 

Issue: Not receiving AuthPoint Push Notification

Step 1: Open the AuthPoint app and make sure you have a token. If you don’t have an active token (it’ll start with WG-XXXXX), then please make a ticket at https://ithelp.oregonhumane.org.

Step 2: Once you confirm you have a token, leave the AuthPoint app open and try to connect again while the app is up on your phone.

Step 3: If you still aren’t getting the push, restart your phone and try again.

 

Resource Access Issues

If you’re able to connect to VPN, but are unable to access OHS’ resources, there are some common troubleshooting steps to take.

Issue: Can’t access mapped drives (O drive, P drive)

Step 1: Update your drives

1. Right-click on the Start Menu button and click Windows PowerShell.
2. Type gpupdate and press Enter.

Note: If it asks you if you want to logout, type N for no.

3. Once it completes successfully, try to access the drives again.

 

Still Having Trouble?

If you’re still having VPN issues, please make a ticket at https://ithelp.oregonhumane.org. Please include the following information when making your ticket to help us quickly resolve the issue.

Issues Connecting Info:

1. What specific time did you attempt to connect? This will help us search the logs.
2. Right-click on the VPN icon in the bottom right () and click View Logs. Cut and paste this information into the ticket.

Resource Access Info:

1. Open a folder and see if you can get to \\ohs\operations. Did it work?
2. Open a folder and go to \\OHS-FS1\operations. Did it work?
3. Open a folder and navigate to \\192.168.1.5\operations. Did it work?
4. Right-click on the Start Menu button and click Windows PowerShell. In PowerShell, type ipconfig /all and include the results in your ticket.