Virtual Private Network Troubleshooting
Below you will find helpful VPN troubleshooting tips. If necessary, please submit a Caltech Help ticket (request type: IMSS > Network, Wireless & Remote Access > VPN Request Form or Other)
Important note when using access.caltech applications
When using access.caltech applications, please select the Group: 2- Tunnel- All -Traffic option when connecting to Caltech VPN.
Important note for Library journal database users
Remote journal access should now be done through the Library's authenticated proxy server using your IMSS (access.caltech) username and password. No special URL is needed; when you visit the Library pages and click on a database link, the Library proxy server will automatically detect whether you are connecting from a campus address, and will ask for your access.caltech username and password if you are connecting from off campus. VPN is no longer necessary for Library journal database access.
Troubleshooting common problems
You may need to temporarily disable your anti-virus program to use AnyConnect. Check with your anti-virus vendor to see if there's an update.
- Check to see if you are properly connected to the VPN tunnel: When you click on this Caltech link, When you click on this DSLreports.com link If you are using the 'Caltech-Only' profile, you should see: An IP address starting with 131.215.248.xxx or 131.215.249.xxx Your normal IP address (as assigned by your ISP) If you are using the 'Caltech-TunnelAll' profile, you should see: An IP address starting with 131.215.248.xxx or 131.215.251.xxx An IP address starting with 131.215.249.xxx or 131.215.251.xxx
- Check to see your password is being entered correctly.
Go to https://access.caltech.edu and log in using your access.caltech username and password. If you cannot log in, that means you your username or your password are incorrect. You may wish to contact the Help Desk at x3500 to have your password reset.
If you can log in, check to make sure that it says, "VPN access is enabled". If it's not, click here to sign up for VPN access. If you used to have VPN access and it has suddenly been disabled, please contact us at https://help.caltech.edu (request type IMSS-->Network, Wireless & Remote Access-->Cannot connect to-->VPN). - Check to see if Internet Connection Sharing (ICS) is turned on (Windows only).
To see if ICS is turned on, go to Control Panel->Network and Sharing Center. Click on Change adapter settings. One of your network connections will be the one connected to your DSL router, cable modem, etc. Right click on the icon and choose the Properties item. In the dialog that comes up, click on the Sharing tab. If ICS is enabled, the checkbox labeled "Allow other network users to connect through this computer's Internet connection" will have a check in it. Click on it to remove the check mark. Then click on OK.
If you don't see the Sharing tab in the Properties dialog, then ICS is not active. - Check with the system administrators of the site you want to connect to.
If you are not able to connect to a site that you used to be able to connect to, you may need to contact the site's administrators. The range of IP addresses AnyConnect uses is 131.214.248.xxx to 131.215.249.xxx. If you don't know who administers the site you want to connect to, talk to your supervisor or system administrator, orcontact us at https://help.caltech.edu (request type IMSS-->Network, Wireless & Remote Access-->Cannot connect to-->VPN). - On MacOS, if the Back to My Mac feature is running, VPN connections via AnyConnect will fail. Temporarily stopping Back To My Mac will allow AnyConnect to function properly. To stop the Back to My Mac service, choose System Preferences from the Apple Menu. Within System Preferences, choose Internet & Sharing, then Mobile Me. In the Mobile Me window, click on Back To My Mac. Click on the Stop button to stop the service.