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 Palo Alto GlobalProtect Client (Windows)
- WiscVPN - Troubleshooting the Palo Alto GlobalProtect Client (MacOS)
You received the notice: "We're sorry, access is not allowed because you are not enrolled. Please contact your organization's IT help desk for assistance."
- This could mean ...
- You do not currently have a Duo device set up. Please see one of these pages for first time set up: MFA-Duo - First Time Setup for Smartphone or Tablet or MFA-Duo - First Time Setup for Token/Fob
- You are not currently eligible for Duo. Please see this page for who is eligible: MFA-Duo - Who is Eligible to use UW-Madison Multi-factor Authentication?
You received the notice: "Incorrect passcode. Please try again."
- This could mean ...
- Your token or fob is out of synch. Please see this page for how to resynch it: MFA-Duo - What if my token/fob stops working?
- The code was incorrectly typed or the push was not accepted. Sometimes just waiting a minute then trying again can fix the issue