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IT Connect

Information technology tools and resources at the UW

Troubleshooting VPN Connections

VPN Troubleshooting:  Starting Fresh

  1. Delete all current VPN connections:
    1. Open Control Panel
    2. Change “View by:” in the upper right corner from Categories to Icons
    3. Open Network and Sharing Center
    4. Click on Change Adapter Settings in left column
    5. Right-click on the VPN icon(s)
    6. Choose Delete
    7. Click Yes to confirm
  2. Restart computer
  3. Recreate new VPN connection per instructions for configuring the VPN for your Operating System.

No H: or I: drives

If the VPN appears to have connected with no error messages but you do not have your H: and I: drives visible, you have two options:

  1. Use the connect at logon method: https://itconnect.uw.edu/wares/nebula/using/remote/vpn/#connectFromLogon
  2. You can manually add the H: and I: drives by going to the How to map a drive to your Nebula Files page.

VPN Troubleshooting:  Getting the VPN Event Log

Preparation

  1. Create a Folder in which to save the PowerShell Script (the email attachment or file download)
    1. Right-click in any clear area of your Desktop. Choose Personalize
    2. Click on Change desktop icons in the upper left of the resulting window
    3. Check the boxes for “Computer” and “Control Panel” then click OK.
    4. Double-click on the new “Computer” or “This PC” icon on your desktop
    5. Double-click on the C: drive
    6. Click on the Home tab
    7. Click on the New Folder icon
    8. Name the folder Bin
  2. Save the file (instructions are for Outlook)
    1. If you received the file as an email attachment, right-click on the attachment name
    2. Choose Save-As
    3. Browse to C:\Bin
    4. Double-click on the C:\Bin folder to open it
    5. Click the Save button
  3. Make the full file name visible
    1. Double-click on the desktop Control Panel icon you created in Step 1
    2. In the upper right corner, change the View by from “Category” to one of the icon choices
    3. Click on the Folder Options icon
    4. Click on the View tab
    5. Uncheck the box that says “Hide extensions for known file types”
    6. Click OK
    7. Close the Control Panel window
    8. NOTE:  Leaving file extensions visible is OK, but if you want to re-hide them when you’re done, follow the steps in this section and recheck the box
  4. Create a Desktop Command Prompt shortcut
    1. Right-click on an empty area of your desktop
      1. Click New
      2. Choose Shortcut
      3. Type the following and then click Next:  Cmd
      4. Accept the shortcut name or rename as you choose, then click Finish
  5. Save the attachment, Get-VpnEvents.ps1.mask, to the Bin folder you created in Step 1
  6. Rename the file to remove the “.mask” extension so that the file name is simply “Get-VpnEvents.ps1”
    1. Right-click on the file
    2. Choose Rename
    3. Hit the End key to move prompt to end of file name
    4. Back-space out the .mask characters
  7. Right-click on the Command Prompt you created in Preparation Step 3 above
    1. Choose “Run as Administrator”
    2. Click OK in the Permission request window that appears
    3. You will see a black window with a C:\Windows\system32> prompt

Running the PowerShell Script

  1. At the command prompt, type the following and press Enter:  powershell
  2. After a few seconds, the prompt will change to “PS C:\Windows\system32>”
  3. Type the following and press Enter:  cd \Bin
  4. Copy and paste* this line and hit Enter: Set-ExecutionPolicy -executionPolicy Unrestricted
    1. *To paste into the Command window, right-click in the window and choose paste
    2. Make sure you copy the entire text, including the punctuation
  5. Copy and paste this line and hit Enter:  .\Get-VpnEvents.ps1 | out-file vpnEvents.txt
  6. Copy and paste* this line and hit Enter:  Set-ExecutionPolicy -executionPolicy Restricted
  7. Type Exit and hit Enter to close PowerShell
  8. Type Exit and hit Enter again to close the Command window

Sending the Log File to UW-IT

  1. Open the UW Connect Request Email with which you’ve been corresponding with UW-IT
  2. Attach the vpnEvents.txt
    1. Choose Attach File in your reply
    2. Browse to C:\Bin
    3. Select the vpnEvents.txt file