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What do I need to think about before I install the VPN?
Preliminary Troubleshooting steps
Configuration Settings - IP addresses for: UPHS vpn switch and UPHS internal network DNS servers. These settings are FYI only. They will not be needed for any configuration of the Nortel VPN client.
Glossary
of
Terms
for "Frequently Asked Questions" listed below:
- VPN - Virtual Private Network. Often visualized as a giant "garden hose" that (once you are somehow connected to the internet) runs from your home computer to just inside the UPHS firewall.
- ISP - Internet Service Provider. A company whom you pay a small fee so you can dial into their pool of modems in order to get on the Internet.
- POP. A "Point of Presence". This term describes a telephone number where you dial into your ISP.
- Fiberlink - an ISP contracted to work with UPHS. The difference between Fiberlink and most other ISPs is that they are selling UPHS their services with the specific intent that it will be used for VPN connections. Some ISPs do not approve of such use. Another important note is that Fiberlink is largely contracts its service using other ISPs. The result is that their POP numbers can change often, without notice. This can be somewhat inconvenient when your local POP number changes suddenly.
- Fiberlink "Global Remote" - the $0.05/minute connectivity option.
- This is the link for the "Downloads " section of the VPN website: http://www.uphs.upenn.edu/network/remote/download.htm
-
What
is the VPN? Do I need a VPN account? (Section
1.0)
-
Do
I need the VPN in order to get my
e-mail at home?
-
I've
got the VPN installed and
working, where is all my stuff? How do I get to XYZ application?
(Section 2.0)
-
What
do I need to think about before I install the VPN? (Section 3.0)
- Can I remote control my computer at the office? (Section 3.5)
- Can I map a to UPHS Network Drive from my computer at home? (Section 3.6)
-
I'm
going away on a trip, and I'd
like to be sure that everything will work smoothly.
What should I do? (Section 4.0)
-
I
can't get the VPN to install for
the very first time! Please help!
(Section 5.0)
-
I
get a "no CE signature found" error when I click on the download file.
-
I
get a "This Nortel IPSEC version has not yet
been approved/certified by Microsoft" error when installing the VPN client
on WinXP"
-
I
can connect to the VPN just fine, but
now my web-browser won't work!
-
…
but I'm using a cable modem/DSL,
not dial-up! Can you help me? (Section 6.0)
-
My
VPN was working fine, but now it
has stopped! Help! (Section 7.0)
-
Can
I just have a breakdown of the
common problems, so I can work through the issue? (Section 8.0)
-
How
can I tell if I am connected via
the VPN? How can I tell if I'm
"in"? (Section 9.0)
1.1 VPN stands for "Virtual Private Network". Often described as a giant "garden hose" that pipes a connection between your home computer and lands you just on the "inside/UPHS business network side" the UPHS firewall.
1.2 Because these connections go around the UPHS firewall, we must take many precautions to keep them secure.
1.3 The VPN user account database and the Fiberlink "Global Remote ($0.05/minute)" database are the exact same database. Those accounts are one and the same.
1.4 The VPN is not absolutely necessary for remote e-mail access. You can access your e-mail remotely at any time using the webmail site [https://secure.uphs.upenn.edu/webmail/], using your own ISP and any 128-bit encryption web browser.
2.1 The VPN itself is not an Internet connection. You must use one of the following to connect to the Internet: Fiberlink dialup, your own dialup ISP, a cable modem/DSL connection (or other persistent digital connection) in order to connect to the Internet. At $0.05/minute, Fiberlink is a pricey option for casual web surfing. It is assumed that most people who desire general Internet connectivity will have already signed up with a commercial ISP for their own use.
2.2 The VPN itself is "Remote Node" not "Remote Control" or "Remote Session", it is just a simple tunnel past the UPHS firewall. This means that your connection is the same as plugging a freshly unpacked, new computer into a UPHS network socket here in Philadelphia. You do not have any of the network configurations, drive mappings, applications and other software that you are accustomed to seeing on your UPHS workstation. Assuming the end-user cannot do it themselves, they will need to make arrangements with their local departmental IS and/or application support personnel to get these configurations/software installed on your computer.
2.3 The (dialup connected) VPN is not fast. An encrypted dialup session will be much slower than what you are accustomed to seeing at work. Of course persistent digital connections will be considerably faster than dialup, but due to various issues these connections may not be as efficient as the performance you see at work.
2.4 The VPN is not a "user account" in the way that we all commonly think about network permissions. The VPN is simply a portal or opening that allows you a full pipe around the firewall. So the VPN does not determine what you can and cannot access in the way of network resources. All of that is handled by your normal user account permission settings that you use at work.
3.0 Considerations - before installing
3.1 Any Linux/Unix home workstations are not supported.
3.2 The Macintosh user community has contributed to the creation of a Macintosh VPN user's self -support document which is available on the website. A pre OS9.x Macintosh will require the end-user to purchase a 3rd party VPN client, which costs approximately $100. Macs running OS X have a native vpn client. Details and the download URL are available in the Macintosh VPN user's self -support document.
3.3 Win9x and NT4 computers are too out of date to effectively implement a VPN, and should be upgraded to a computer running WinXP-Pro. The older Microsoft OSes are no longer being patched by Microsoft. So the older OSes are far too vulnerable to being damaged/destroyed by the highly aggressive viruses and worms that we see today.
3.4 The VPN client works on WinXP-Professional (the version coded to be more business application oriented). There are some known bugs with the current version of the VPN client on WinXP-Home. At this time WinXP-Home retails for approx $100 and WinXP-Professional about $150. Since Microsoft's intent behind the WinXP-Pro code base was more business application/connectivity oriented, it is strongly suggested that users choose WinXP-Pro if they intend to use the VPN.
3.5 The VPN does not provide any of the network configurations, applications and other software that users are accustomed to seeing on your UPHS workstation (see Section 2.0). Assuming the end-user cannot do it themselves, they will need to make arrangements with their local departmental IS and/or application support personnel to get these configurations/software installed on their computers.
3.6 If you find that your local application support resources are unable to provide you with technical support for their application in remote connection scenarios such as the VPN, you may need to either make arrangements to expand their resources or reconsider being able to use the application remotely.
3.7 Fiberlink and the VPN switch may have difficulties authenticating multiple connections that are all using the same account. Do not allow other users to come into possession of your VPN username & password.
3.8 Internet availability issues:
3.8.1 Realistically, -any/all- ISPs (dialup and direct connections) will have problems from time to time. Expect that there may be unannounced service outages a few times during the month. Try a different POP number and be patient. Outages can last a mere few minutes up to an entire weekend (in rare cases), depending on the service provider.
3.8.2 ISPs (other than Fiberlink) are selling you a service that they classify as "recreational class", meaning that they expect you to pull down webpages and a little streaming audio/video. This assumption includes all cable modem/DSL connections, unless you specifically purchased a SOHO (Small Home Office) connection in the price range of $150/month. VPNs use considerable bandwidth. Your ISP may not condone (and may actively suppress) the use of a VPN connection, unless you have made special arrangements with them. They will certainly not offer you support for a VPN issue. If you have not purchased a SOHO type account, do not expect quick Internet connection problem resolution, regardless of your circumstances/situation.
3.9 After a few years of use, an OS can become corrupted, requiring you to reformat, reinstall and repatch your OS. It is possible to install (or to already have) software on your home computer, so that end-users will arrive at a situation where the VPN software will not operate (or not operate reliably). Further, there is such a vast array of hardware and software for homeowners to choose from, that it is not impossible to come up with unpredictable difficulties. Users can limit their exposure to these technical hassles by choosing one of the following solutions (in order of expense):
3.9.1 Use a laptop: Purchase (or have your department provide) a laptop specifically for remote connectivity purposes. If there are any difficulties the laptop can simply be scheduled for maintenance by UPHS End-User Services (whereas desktops cannot).
3.9.1.1 Laptop should be a hardware type recommended for the UPHS environment.
3.9.1.2 Laptop OS should be WinXP-Professional (not WinXP-Home).
3.9.1.3
When scheduling a laptop for service, please have all the laptop
components available on the day of service.
This includes power cord, all cables, external/removable floppy drives,
CD-ROM drives, PCMCIA/removable "PC-Cards" and respective cables, etc. Missing components will make the install either very
lengthy or impossible, requiring a reschedule of the appointment.
3.9.2 Use an inexpensive 2nd PC: At the time of this writing, reasonably robust 700Mhz-1.1Ghz desktop computers can be purchased for around $400. Consider buying an auxiliary computer that will be used exclusively for remote connectivity. Your "home office computer" can be kept 'clean' off all other non-business hardware/software that may be casing you difficulties.
3.9.3 Use a virtual machine. Users with some experience and technical know-how (and a powerful computer with a large hard drive) could use products like VMWare or Microsoft Virtual PC to set up a clean OS on a "virtual machine" and use the vpn on that installation.
3.9.4 Use a removable hard drive: If the end-user has sufficient technical know-how (or access to someone who does), consider adding a second removable hard-disk [or "dual-boot" images on a single hard-disk] that will have a "clean" OS that is only used as the "remote home office" image.
3.9.5 Home broadband users should have a personal hardware firewall/router. For cable modem/DSL users, many users have had great success with the Linksys (Model# BEFSR41) switch/router/hardware firewall product. With the addition of the cable modem itself, the Linksys provides everything you need right out of the box, with no configuration changes at all [other than setting a unique administrative password].
3.9.6 Use Win XP-Pro. Currently, WinXP-Pro has proven itself to be the simplest, most reliable operating system for VPN use.
3.10 The UPHS webmail system [https://secure.uphs.upenn.edu/webmail/] is the preferred method of accessing your e-mail from remote locations. It is possible to install the MS Outlook client to act as a remote, but it can be cumbersome to initially configure. Outlook 98 and 2000 are supported on workstations inside the UPHS environment. Newer versions of MS Outlook are not yet approved for use.
3.11 If you experience specific issues with web based applications (particularly with Netscape), it is strongly suggested that you use Internet Explorer ver 5.5 or better. Visit Microsoft's update site and apply all patches for IE6.x.
3.12 Applications are constantly updated. On a going forward basis, end-users may wish to encourage the direction of web-based and/or terminal emulation based implementations of the applications that they wish to use remotely. These web based implementations will be much easier for everyone to connect to in the future.
3.5 Remote Control: It is possible to set up remote control of a computer that is located on the internal UPHS network. WinXP-Pro computers can do this using built-in features (WinXP RDP). Any Win2K/NT4/Win9x computers inside the UPHS environment must be upgraded to WinXP-Pro in order to meet security standards if they are to be used for remote control purposes.
3.6 Network Drive Mappings: It is possible to map to UPHS network drive mappings from your home PC via the VPN. Your home PC will need to be running Windows 2000 or WinXP Pro. Some advance preparation is required. See the details in this document for complete instructions on how to create your drive mapping.
4.0 Considerations - before vacation/traveling
4.1 A least a week or two prior to your trip, check and make sure you can get in to the VPN using your account and laptop. You will have time to contact the Customer Service Center in order to schedule EUS to look at your laptop before you leave. Sometimes VPN issues cannot be resolved in only one or two days. Discovering that you cannot get in a day or two before you scheduled to leave puts you and the service engineer in a very unpleasant station. Please try to plan ahead to give yourself as much leeway as possible.
4.2 We began using UPHS Domain accounts to permit vpn access in August of 2004. Domain user accounts are periodically purged for inactivity. If you have not used your account in many months and you are experiencing problems connecting, you should contact Customer service to see if your account still exists. If your account was purged, you will need to apply ofr a new one.
4.3 Fiberlink dial-up users: Make sure your dialer is up to date as follows:
4.3.1 Launch your Fiberlink dialer. Check the version of the dialer by clicking "Help" > "About". Compare this number to the Fiberlink dialer version that is listed on the Downloads page. Update your dialer if you are using an older version.
4.3.2 Update your Fiberlink dialer's phonebook. Before you leave home, launch your Fiberlink dialer and allow it to connect. It will automatically update it's phone book. Then you will be sure to have the most up to date POP telephone numbers when you are away on your trip.
4.4 If needed, call the Customer Support Center and have them verify your username and password.
4.5 Continue troubleshooting under "existing setup that was working previously" guidelines (below).
5.0 Troubleshooting
- initial setup (dialup)
Perform Preliminary Troubleshooting steps
5.1 Thoroughly read over the section Considerations - before installing: Limiting exposure to technical hassles (Section 3.9.all)
5.2 Uninstall AOL if you have it. Fiberlink will not co-exist with AOL software on the same operating system.
5.3 Verify that your computer, modem and private Internet connection (non-AOL) are running properly.
5.4 Disable/stop services/temporarily uninstall Antiviral software and firewall solutions. Uninstall any “anti-popup” web browser software. The VPN client’s communication protocol is often suppressed by anti-popup software.
5.5 If you are using Fiberlink dialup, Download and install the latest revision of the Fiberlink dialer. Download and install the latest revision of the Nortel VPN client.
5.5.1 The file downloads take about 20 minutes each (using a 56K dialup). To save yourself a little time, you may want to download them at work and burn them onto a CD-ROM in order to take them home.
5.5.2 If you have an old CD-ROM with UPHS VPN software on it, all the CDs are now completely out of date. Do not install software from the CD-ROMs. Please discard your CD.
5.6 Create two new folders on your local hard drive. Save the downloaded files to these folders. Click on both of the files to expand/unpack them.
5.6.1 If you receive the "no CE signature found" error, you are using an older version of the Nortel VPN client. Download and install the latest revision of the Nortel VPN client.
5.7 Run the setup.exe files to install the software (painstakingly detailed "click-by-click" software installation documentation is available on the website, in the "Downloads" section). Accept all the installation software defaults. Reboot your computer after you install every piece of software.
5.7.1 Windows XP Users: The latest version of the Nortel VPN client (which is currently available for download from the Remote Access website) works on WinXP. All older versions of the Nortel VPN clients (vpn2001.exe and prior) either -do not- run on Windows XP or have various issues. Please use the latest version of the Nortel VPN client software available on this website.
5.8 If you plan on trying to use your own dialup ISP, run the installation program for the VPN client first. Then reboot, dial your ISP and launch the VPN client to see if you can log in. If it works, you can continue to use your ISP. If your own ISP operates, but the VPN client fails to operate properly, you will need to use the Fiberlink dialer
5.9 On very rare occasions, there may have been a typo when your password was entered. If you feel everything else is correct and that you just have a username/password issue, please feel free to contact the Customer Support center to have your account functionality verified.
5.10 Difficulties getting into a Fiberlink POP? Call a "known good working" Philadelphia POP and allow the Fiberlink "telephone book" to update. Check your VPN account confirmation e-mail message, call the Customer Support center, check the website or email RemoteRequests@uphs.upenn.edu for the latest "known good working" Philadelphia POP telephone number.
5.10.1 After updating your Fiberlink dialer's phone book, reboot. Restart the Fiberlink dialer and choose a location that is local to you. We strongly suggest that you double check the POP telephone number that you have selected against your phone calling plan and your telephone directory. Make sure that the POP number is considered a local call or you will incur expensive toll call charges.
5.10.2 Sometimes the POP you would like to use is having a problem (See Section 3.8.1). After repeated failed attempts at your desired POP, try changing POPs until you find one will connect you.
5.11 [When troubleshooting a Fiberlink dialer issue] If possible, try and see if you can use the VPN client using your own (non AOL) ISP. If successful, consider using your own ISP as your Internet connection before launching your VPN client.
5.12 On rare occasions, you may encounter a corrupt “FgrDun” Connection icon/component [applicable to Fiberlink dialup users only]. Symptoms are: everything looks perfectly normal, up to date & Fiberlink account/password havs been validated, but yet you still cannot dial in and connect to Fiberlink properly.
5.12.1 Delete the “FgrDun” Connection icon and then reboot (see directions below). The icon will be automatically recreated when you start the Fiberlink dialer.
5.12.1.1 On Win9x: Start > Programs > Communications > Dial-Up Networking > Delete “FgrDun” Connection icon and then reboot.
5.12.1.2 On WinXP Start > My Computer > Other Places/Network Places > Network Tasks/View Network Connections > Delete “FgrDun” Connection icon and then reboot.
5.13 If you are using Win95, you will need to upgrade your computer to a machine that runs WinXP Older computers running currently Win95 will not be capable of running WinXP and your installation will fail.
5.14 If you are running WinNT4 or Win98/SE/ME, obtain a legal license for WinXP-Pro and upgrade your operating system.
5.15
Call the
Customer Support Center to check on the possibility that there may be a VPN
switch problem going on.
5.16
Last resort. Reinstall your OS. At this point in the troubleshooting process you have
confirmed: your computer hardware is working, your OS -version- is viable, your
username/password are confirmed as working, your dialer and VPN client software
is up to date, and your Fiberlink phone book is current.
After a few years of use, an OS can become corrupted; requiring you to reformat,
reinstall and repatch your OS.
If you still can't get in, you may have to reinstall your operating
system in order to get the VPN to work. You
may wish to get a consultant/knowledgeable friend/colleague to help you if you
are not comfortable with this level of computer work.
It
-may be possible- to reinstall over top of the existing OS ) to try and salvage your existing applications, but in most
"reinstall" scenarios, reformatting the drive and starting fresh may
be the only option. Before doing so, thoroughly read over the section Considerations
- before installing: Limiting exposure to technical hassles (Section 3.9.all).
5.17 When completed all installation and troubleshooting, re-enable your Antiviral and firewall solutions. Reboot and log back into the VPN. Verify that everything is still okay. If you have an issue, refer to the firewall settings info document located on the "Downloads" section of the website for details.
6.0 Troubleshooting
- initial setup (Cable Modem/DSL)
Perform Preliminary Troubleshooting steps
6.1 Home broadband users should seriously consider getting a Linksys (Model # BEFSR41 or similar) as your home switch/router/firewall/DNS solution. Many users have had great success with the Linksys switch/router/hardware firewall product. With the addition of the cable modem itself, the Linksys provides everything you need right out of the box, with no configuration changes at all [other than setting a unique administrative password].
6.2 Thoroughly read over the section Considerations - before installing: Limiting exposure to technical hassles (Section 3.9.all)
6.3 Temporarily disable/stop services/temporarily uninstall Antiviral software and firewall solutions. Uninstall/disable any “anti-popup” web browser software. The VPN client’s communication protocol is often suppressed by anti-popup software. If disabling your Antiviral or Firewall solution allows the VPN to begin working, you will need to determine how to properly configure your product so that it will allow IPSec to pass through. Please consult your product documentation or their technical support resources.
6.3.1 Anyone attempting to connect from inside another company/institution will need to work with their own IS to make sure that IPSec traffic can route through their corporate firewall; from their local PC to the UPHS vpn switch.
6.3.2 Home broadband users may need to contact the technical support services of their home hardware/software firewall product. Explain that you are attempting to use a Nortel VPN client, and see if they can assist you with the proper configuration of your firewall.
6.4 Check you physical connections (wires/cables). Make sure that all your wires are securely connected (and in good physical condition) from the entrance point of your home, to your switch/router, HUB, and to your computer. Any coaxial cables and Ethernet plugs should be firmly and securely seated. Consider swapping out any cables that may be exposed to foot traffic, pets or any other sources of potential physical stress. Copper and steel coaxial cable connectors can oxidize, which can cause connection problems. Consider replacing your cable modem's coaxial cable connections with the ones that have gold connectors.
Continue following steps 5.9 on forward from the section above.
6.5
At this point we
strongly suggest that you contact a subcontractor who is experienced in
installing/configuring remote locations with persistent digital connections.
6.6
Once you have completed
all installation and troubleshooting, don't forget to re-enable your Antiviral and firewall
solutions. Reboot and log back into
the VPN. Verify that everything is
still okay.
7.0 Troubleshooting
- existing setup that was working previously
Perform Preliminary Troubleshooting steps
7.1 If you have older documentation that gives you Fiberlink telephone numbers, please discard it. Never try to contact Fiberlink directly, contact the Customer Support Center. A long time ago we had an arrangement to contact Fiberlink, but that arrangement has expired.
7.2 Check all troubleshooting methods mentioned above in the appropriate sections on “initial setup”. But try all of the methods listed below –before- resorting to a reinstall of the OS.
7.3 [Fiberlink dialer issues] Pay particular attention to the dialer update suggestions (above). Keeping the dialer up to date is of utmost importance. Dial into a “known good working” POP and allow the “phone book” to be updated. Change POPs until you find one (hopefully close to you ) that allows you to authenticate. If you cannot find a working number, contact the Customer Support Center for a valid POP telephone number for that information.
7.3.1 If you frequently have difficulties with a current (existing in current phone book) Fiberlink POP, make a note of the telephone number, date/time and your geographical location. Email this information to RemoteRequests@uphs.upenn.edu, and we will submit a “POP Outage” complaint to Fiberlink in an effort to get the problem resolved.
7.4 Discontinue the use of the “long” usernames in the Fiberlink dialer. If you were using something like HLC/FCC/username.1234.@uphs.upenn.edu, or some variant, just enter username. You’ll find it works much better.
7.5 Double check and make sure that your personal firewall hardware/software is not somehow blocking IPSec traffic. Refer to your firewall product's documentation, their technical support services, and the firewall settings info document located on the "Downloads" section of the website for details.
7.6 Corrupt “FgrDun” Connection icon/component [applicable to Fiberlink dialup users only]. Symptoms are: everything looks perfectly normal, up to date & Fiberlink account/password havs been validated, but yet you still cannot dial in and connect to Fiberlink properly.
7.6.1 Delete the “FgrDun” Connection icon and then reboot (see directions below). The icon will be automatically recreated when you start the Fiberlink dialer.
7.6.1.1 On Win9x: Start > Programs > Communications > Dial-Up Networking > Delete “FgrDun” Connection icon and then reboot.
7.6.1.2 On WinXP Start > My Computer > Other Places/Network Places > Network Tasks/View Network Connections > Delete “FgrDun” Connection icon and then reboot.
7.7 Verify that you have not shared your user account with another person. Fiberlink and the VPN switch may have difficulties authenticating multiple connections that are all using the same account. Do not allow other users to come into possession of your VPN username & password.
7.8 Call Customer Support and have them verify your username and password.
7.9 Your modem hardware may be somewhat dated (particularly is it is less than a 56K modem), and it may have trouble reliably connecting with newer modems used by the ISP.
7.9.1 Double-check your modem driver. Visit your modem manufacturer's website and see if there are updated drivers for your computer's operating system. Download and install them.
7.9.2 Then consider flash upgrading your modem and/or replacing your modem with a newer model. Visit your modem manufacturer's website and see if there are firmware updates for your computer's operating system. Download and install them. WARNING: Any difficulty during a hardware flash upgrade may permanently destroy your modem hardware.
7.9.3 The slightly more expensive "full-feature/all-on board" modems are preferable to the inexpensive "WinModems". A winmodem relies on your computer's microprocessor to do a lot of it's work, which slows your overall performance.
7.10 Anyone attempting to connect from inside another company/institution will need to work with their own IS to make sure that IPSec traffic can route through their corporate firewall; from their local PC to the UPHS vpn switch.
7.11 Contact Customer Support Center and ask them to open a ticket with WAN (Wide Area Networking) Group.
8.0 Breakdown of
the likelihood of various issues
The following is a list (in decreasing order of likelihood) of typical VPN connectivity problems, and a thumbnail of their remediation:
8.1 Viruses and/or spyware. The information provided in the the Preliminary Troubleshooting steps page will help you avoid and reduce these problems.
8.2 UPHS vpn switch is temporarily full. The switch is running at high capacity for quite some time. It is slated for replacement. Until it is replaced, users may occasionally experience situations where the switch is unable to grant additional connections until others log out. You can contact Customer Service to see if we are currently experiencing a "switch full" condition. Otherwise, please retry your connection later at intervals.
8.3 Bad/mistaken username VPN passwords
8.5.1 Contact Customer Support Center and have them verify your username and password.
8.4 UPHS Domain account has been purged due to inactivity. We began using UPHS Domain accounts to permit vpn access in August of 2004. Domain user accounts are periodically purged for inactivity. If you have not used your account in many months and you are experiencing problems connecting, you should contact Customer service to see if your account still exists. If your account was purged, you will need to apply ofr a new one.
8.5 Personal Firewall software/hardware solution on end user's side preventing connection or proper functionality.
8.5.1 Refer to your firewall product's documentation, their technical support services, and the firewall settings info document located on the "Downloads" section of the website for details.
8.6 Outdated Fiberlink dialer. Some users may still have the older version of the Fiberlink dialer installed on their computers. The prior revs have been rendered inoperable. The user must download and install the latest Fiberlink dialer from this website.
8.6.1 Download correct dialer. Proceed to “initial install (dialer)” section above.
8.7 POP issues with ISP / connectivity issues with Cable Modem/DSL service provider
8.7.1 [Dialer] After dialer/phonebook update, try different POPs. Report troublesome POPs (see Section 7.3.1).
8.7.2 [cable modem/DSL] If user is SOHO class subscriber, they should contact their Service Provider (see Section 3.8.2). "Recreational grade" cable modem/DSL subscribers may have difficulty getting support form their service providers for connectivity issues.
8.8 Corrupt “FgrDun” Connection icon/component [applicable to Fiberlink dialup users only]. Symptoms are: everything looks perfectly normal, up to date & Fiberlink account/password havs been validated, but yet you still cannot dial in and connect to Fiberlink properly.
8.8.1 Delete the “FgrDun” Connection icon and then reboot (see directions below). The icon will be automatically recreated when you start the Fiberlink dialer.
8.8.1.1 On Win9x: Start > Programs > Communications > Dial-Up Networking > Delete “FgrDun” Connection icon and then reboot.
8.8.1.2 On WinXP Start > My Computer > Other Places/Network Places > Network Tasks/View Network Connections > Delete “FgrDun” Connection icon and then reboot.
8.9 Corrupt local OS, software conflict
8.9.1 Proceed with reinstall (see appropriate (dial-up or cable modem/DSL) Section titled: “Last Resort: Reinstall your OS”)
8.10 Outdated local OS. Win9x/SE/ME (and to a great extent NT4, especially on a laptop ) are too out of date to effectively implement a VPN, and should be upgraded to WinXP-Pro systems.
8.10.1 Upgrade OS
8.11 Actual VPN switch technical issue.
8.11.1 Contact the Customer Support Center. who will contact RemoteRequests and ask them verify that a genuine VPN switch problem exists.
8.11.2
Then the Contact Customer Support Center will open a ticket with WAN (Wide
Area Networking) Group
8.12 Note that UPHS firewall issues are not on the list at all. Since the VPN operates in parallel with the firewall (and the connections are made around it, not through it) the UPHS firewall issues are not in the picture.
9.0
Identifying a Successful connection
9.1 When the VPN client successfully connects, you will see a gray dialogue window which reads: "WELCOME: University of Pennsylvania Health System VPN Gateway. No unauthorized access is allowed".
9.2 The screen will minimize to a small Penn Shield that will reside in the bottom right hand corner of your screen [in the system tray].
9.3 Any difficulties encountered after you see this screen should be fielded by the end-user's local departmental IS or applicable application support group.
