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Troubleshooting VPN - Knowledgebase / Network and Connectivity / VPN - OIT Service Center

Troubleshooting VPN

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The setup files and installation instructions are available at software.brown.edu.


Troubleshooting VPN Performance Issues

If you are able to connect, but performance while connected is significantly degraded, follow the steps below. Contact the IT Service Center or your ITSC or DCC if you need additional assistance.

To get to the bottom of a VPN performance issue, Brown’s IT staff will need your answers to a few questions:

  • Does this happen on other devices in your house?
  • Are there others in your household (either on the VPN or off) who may be taxing your home network by, for example, connecting to classes, playing internet games, or streaming video?
  • Is the problem intermittent or persistent?
  • Who is your Internet Service Provider?

Next, if the issue is NOT caused by others making heavy use of your network, follow the steps below to troubleshoot your home network. 

1. Uninstall/reinstall VPN:

If the issue is unresolved, continue through the next steps, recording information and saving it to a text file as directed.

2. While NOT connected to VPN:
  • Record your IP address. Click this link: https://www.whatsmyip.org/ and take note of the resulting IP address. It will look something like this:  108.12.231.43
  • Record the DNS server in your home network.
          > For Macs, find the DNS server in System Preferences > Network > Wifi > Advanced button > DNS tab. It will look something like this: 192.168.1.1
          > For Windows, follow the first set of steps on this page ("Find your DNS using the Settings app") It will look something like this: 192.168.1.1
  • Run a Speedtest.  Go to speedtest.oshean.org and click the big GO button. It will run an upload and a download speed test. Record both resulting numbers, measured in Mbps.
          > Repeat the speedtest, and record the second pair of numbers. They should be roughly the same as the first; if they are not, run the speedtest a third time, again recording the results.
  • Run a traceroute to vpn.brown.edu, and record the results by copying and pasting into a text file.
          > For Macs, follow the steps in this link to get traceroute results.
          > For Windows, follow the steps in this link to get traceroute results. Use the command:   tracert vpn.brown.edu
3.  WHILE connected to VPN:
  • Run a speedtest at speedtest.oshean.org and record the resulting upload and download speed results.
          > Repeat the speedtest, again recording the numbers.
4.  Export Big-IP client logs:
  • For Macs, Open the Terminal (use spotlight to find and run it) and paste the following command into the prompt:      
     zip -j ~/Desktop/edgeclientlogs.zip ~/Library/Logs/F5Networks/*
             This will save the logs to your desktop in a zip file.
  • For Windows, right-click on the Big IP icon in your taskbar. Select "Diagnostic report" and save the resulting file F5DiagnosticsReport.html to your desktop.

 (Full reference for capturing logs: https://support.f5.com/csp/article/K00819308 )

5. Create a ticket with the “Submit a Request” button here.  
  • Include ALL of the information from the initial questions above, AND the results of the troubleshooting steps 2 through 4 above.  We will work with our vendor to resolve the issue. 
  • Important: due to the heavy demand on our IT staff at present, we ask that you specify the level of urgency in the ticket's description.


Troubleshooting Your VPN Connection

If you are having trouble connecting to VPN, please follow these steps. For performance issues while connected, see the section below on performance.

These steps are suggested in order of difficulty. Please contact the IT Service Center or your ITSC or DCC if you need additional assistance.

Unmet Requirements

"Your Computer has not met requirements to connect..."

  • VPN connections perform some checks of client system integrity and anti-malware software. You may need to install CrowdStrike Falcon on the machine you are using to connect. Please refer to this page for instructions regarding installing CrowdStrike Falcon on your  machine.
  • CrowdStrike Falcon may take several minutes after startup to fully pass the Endpoint Inspection. If you have Falcon and are still getting 'has not met requirements' messages, please wait five minutes and try again.
  • Installation and initial configuration of CrowdStrike Falcon can take up to fifteen minutes and a restart of your computer. If you have just installed Falcon, you may need to wait until your agent is fully functional before it passes the endpoint inspection.
  • If you have not given the Endpoint Inspection components permission to run, it cannot validate that CrowdStrike Falcon is running. Please make sure to affirm any messages from the Endpoint Inspection components while connecting to VPN.
 

Uninstall and Reinstall (special instructions for Windows)

  1. Uninstall the VPN software and restart your computer.
  2. Go to Device Manager -> Network adapters. Right-click each network device and click on Uninstall and then click on the uninstall button. DO NOT check off any boxes about "deleting drivers". Once all devices under Network adapters have been removed, restart your computer.
  3. Connect to your home network; it's most likely been forgotten.
  4. Perform a Windows 10 Network Reset and restart your computer.
  5. Download and install the Big-IP Edge client and try to connect again. (Search for Edge when you click on the Start Menu.) 

Malware

  • Perform a virus scan on your computer.
  • If you need assistance with this, you can reach out to the IT Service Center via chat or by phone for remote assistance or stop by our office.   

Network Drivers (PC)

  • Outdated or corrupt network drivers on your PC can also cause issues. We suggest going to your computer's manufacturer's support site and downloading the most recent network drivers. 
  • Update your drivers in the following order:
    1. Uninstall the existing Big-IP Edge application
    2. Restart your computer.
    3. Download and install your driver software.
    4. Restart your computer.
    5. Download and install the latest version of Big-IP Edge.
    6. Restart your computer.
    7. Launch Big-IP Edge and attempt to connect. 

Other Issues

  • You may have installed other VPN software as a result of working with other institutions. Uninstall any unused VPN software and make sure to disable any that you are not currently using.
  • Some hotel and business wifi networks do not permit SSL VPN connections to be established.
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