WiscVPN - General Connectivity Troubleshooting
This document provides some general troubleshooting information for users of the WiscVPN client software.
Are you able to connect to the internet without using the WiscVPN client software?
If you are unable to connect to the internet, the VPN client will not be able to function properly. Please contact your Internet Service Provider for assistance.
Note: DoIT is unable to provide support for home networks. Each computer you want to use the WiscVPN client on must be able to access the Internet before you will be able to use the client successfully.
Do you have a working Internet connection, but the VPN client is still unable to contact the VPN server?
It is possible that firewall software may be blocking the client. Try disabling any firewall software, including Windows' or Mac's built-in firewall. Follow the appropriate instructions below to perform these steps for your version of Windows:
Are you able to connect, but are disconnected after about 15 minutes?
This behavior is also usually due to a firewall. In addition to checking your computer, also check your network for devices with firewalls, eg a cable/dsl modem or a wireless router.
Are you prompted repeatedly for your username and password?
This indicates a username or password problem. Be sure that you are using your NetID (the first part of your @wisc.edu email address) and password. The log on is case sensitive.
If you use WiscVPN's static IP service, you should have received an email with your username. It is usually your NetID with an underscore and a number--eg, joeuser_1. The password will be the same as for your normal NetID.
Are you receiving an error from the VPN server when you try to connect or does it try to connect indefinitely?
Please follow the appropriate troubleshooting instructions:
- WiscVPN - Troubleshooting the PaloAlto GlobalProtect Client (Windows)
- WiscVPN - Troubleshooting the PaloAlto GlobalProtect Client (MacOS)
Are you able to log into the WiscVPN client, but not able to reach a specific web site or server?
The site or server might be down or restricted. You can check that your client is correctly accessing the WiscVPN server by directing a web browser to https://helpdesk.wisc.edu/vpntest/. If you can see the Help Desk test page, you are successfully connected to the VPN server.