What Are the Ivanti Secure Access / Pulse Secure Remote VPN Frequently Asked Questions (FAQs)?


Introduction

Secure Sockets Layer (SSL) Virtual Private Network (VPN) provides secure remote access from a device to restricted/private resources across a public network. Virginia Tech's SSL VPN service referred to as Remote Access VPN is a subscription service that allows a user to access Virginia Tech resources remotely across the globe. This service does not provide any end-to-end encryption, but does encrypt the traffic between your device and the VPN device.

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Contents

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Frequently Asked Questions

Why Is My Connection Speed Slow When Connected to VPN?

It is common when you are connected to All Traffic over SSL VPN, since all your traffic is routed through campus which introduces latency.

If this happens on a Windows computer on both profiles, follow these instructions: Disable Juniper Networks Service Adapter.

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Who Is Eligible for VPN Service?

All current Virginia Tech faculty, staff, and students are eligible to access Remote Access VPN. Remote Access VPN is provided as a bundled service with Virginia Tech wireless network access or Virginia Tech wired Ethernet service.

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How Do I Know if I Am Subscribed to VPN Service?

You can check your subscription status on the VT Accounts page. A check mark next to Wireless LAN Service and Remote Access VPN indicates your subscription status.
Image of the above instructions

For more detailed instructions, see Registering Online for eduroam Wireless LAN Service.

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Where Can I Find the Packages and Instructions for VPN?

A link to the installer file or application can be found within the following knowledgebase articles that contains instructions for your operating system or device:

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What Ivanti Secure Access Client Version Does Virginia Tech Recommend?

We recommend Ivanti Secure client versions above 22.6r1.0. We do not support the older Pulse Secure clients and you will not be able to connect to the VPN. You can download the recommended client version from the links in the Where Can I Find the Packages and Instructions for VPN? section of this page.

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What Are the Supported Platforms or System Requirements?

Please refer to the links below to check if your operating system (OS) is currently supported:

For security reasons, we ask you to upgrade your device to the latest version to receive any patches for vulnerabilities. Network Infrastructure & Services (NI&S) is unable to support OS’s that are no longer supported by the OS manufacturer.

If you are using a Virginia Tech owned device, you must have an administrator account to install these packages. If you don't have an administrator account, contact your Network Liaison or contact 4Help by clicking Get Help on the 4Help Portal.

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Why Did the Installation Fail after I Downloaded the VPN Package?

  1. You must be an administrator to install this package. If you are not an administrator, please contact your Network Liaison.
  2. If you are an administrator and the installation still fails, check the below links to see if your OS version is supported.
  3. If the problem persists, please contact 4Help by clicking Get Help on the 4Help Portal.

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How Do I Remove Existing Packages on Windows before I Install a New Package?

Download and run the troubleshooter from Fix problems that block programs from being installed or removed. Select Uninstalling and select Ivanti Secure Access from the list of applications. (You must be an administrator to run this tool.)

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Why Am I Unable to Authenticate and Get the "Credentials Were Invalid" or "Authentication Rejected by Server. (Error:1319)" Error?

Your user name is your VT Username (PID) (before @vt.edu, example username: iamvpngod(iamvpngod@vt.edu)) and use your Network Password and 2-factor authentication.

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How Can I Manually Add Connections in the Ivanti Secure Access Client?

On your Ivanti Secure Access client, at the bottom-left corner, click the plus sign ("+") and enter the information below:

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Which Connection Profile Do I Use?

Virginia Tech offers two connections profiles:

For most people, a) - VT Traffic over SSL VPN is the recommended connection profile, since it provides access to all Virginia Tech resources and avoids latency for regular internet traffic.

You can read more about those profiles at What is the difference between two Ivanti Secure VPN Connection profiles? What profile do I use?

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How Do I Specify the Method for or Type of 2-Factor Authentication?

Once your network password is submitted and accepted, you will be prompted with a secondary authentication screen. Your username will be populated automatically; in the other box, type the method of 2-factor authentication you would like to use. If you have multiple devices setup for Duo authentication, you can append the number (for example, push1 for device 1 and push2 for device 2) of the device along with the method of your choice. Below are the available methods:

For more detailed and step-by-step instructions, see the appropriate knowledgebase article below:

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Why Does My Connection Time Out after a Few Hours?

Your VPN connection is set to be timed out every 1440 minutes (24 hours). You will be prompted for session extension 30 minutes before your current session expires. If you miss the extension prompt, you can manually extend your session any time from the session options on the client (You have to authenticate again). Your session will also be terminated if there is no activity over VPN for more than 60 minutes.

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Why Does My Connection to VPN Authenticate Successfully, but It Never Establishes a Complete Connection?

Most times the computer firewall settings block the Virtual Adapter from establishing a tunnel to the VPN device. In your OS firewall settings, allow the Ivanti Secure Access Client to make connections to public. If you need assistance with this contact your Network Liaison or contact 4Help by clicking Get Help on the 4Help Portal.

In a few cases some other VPN applications might already be using the Virtual Adapter and not allow sharing. If that is the case please uninstall those software packages and restart your device, before attempting to connect again.

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Why Is the "Connection Error Failed to setup virtual adapter. (Error:1205). (restart your system and try again)." Error Displayed When Authentication Was Successful?

You must enable the IPv6 stack on your network adapter (only for Windows and Mac computers) by following the instructions below:

>The IPv6 requirement is not dependent on your ISP's ability to provide you with an IPv6 address; this is because the VPN allocates you an IPv6 address and does need the IPv6 stack to be enabled on your network adapter.

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What IP Networks Are Routed Over VPN When I Connect to VT Traffic Over SSL VPN?

We currently route the following subnets over VPN when you connect to a) - VT Traffic over SSL VPN:

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How Do I Find My Network Liaison?

You can search for your department's liaison on the following web page: Network Liaisons.

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Why Am I Unable to Access the Library Resources I Need When I Connect to a) - VT Traffic Over SSL VPN?

We route most of Blacksburg Virginia Tech subnets over the VT Traffic over SSL VPN connection profile. But you can connect to All Traffic over SSL VPN and try accessing it. Once you verify connectivity, please report this to 4Help by clicking Get Help on the 4Help Portal so we can make changes.

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When Will the New Ivanti vpn Version Be Available?

The new version of the client became available on March 4, 2024.

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Why are we switching from Pulse Secure to the Ivanti Secure Access VPN client?

Ivanti acquired Pulse Secure on Dec 1, 2020.  They had continued to release VPN software updates under the Pulse Secure brand for a couple of years after the purchase. But starting in 2023 their VPN client updates have been released under the Ivanti name and logo.  In order to maintain the security of the VPN service we also need to transition to the rebranded Ivanti software versions.  Other than the new name and new logo the software operates the same as the prior Pulse Secure versions.

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Which Versions Will Be Required to Upgrade?

Any Pulse Secure Client for Windows or Mac is affected by this.  Users currently  using the Ivanti client that have a version prior to 22.6.1 will also be prompted to upgrade.

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Which Clients Are not Affected by the Upgrade?

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How Can I Upgrade the Client?

After an upgrade is released by Virginia Tech, when you log on to the VPN, you will be prompted to upgrade. This will be optional until 5:00 p.m. on March 15, 2024. If you choose not to upgrade immediately, you can simply click Cancel. Automatic upgrades are only supported on Windows and Mac. 

On Linux, if you use the Pulse Secure Client, you must download the Ivanti Secure Access installer package available from the link below and install it manually. If you use Open Connect client software, it is currently not affected and doesn't need any changes at this time.

Downloading, Installing, and Connecting to Remote Access VPN in Linux

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I Was not Prompted for an Automatic Upgrade. Why?

It can take up to a couple of minutes for the upgrade prompt to be displayed. If it doesn’t, try disconnecting and reconnecting again. If you still don’t see an upgrade prompt, please follow the below instructions to perform a manual install using an installer:

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Does the Upgrade Require Administrator Privileges on the Device?

Testing in Windows reveals that the automatic upgrade does not require administrator rights. Mac OS computers may experience different results depending on how permissions on their computers are set up. Your departmental IT support should be able to assist in determining whether you have the permissions required.

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I Tried the Automatic Upgrade and It Failed. What Do I Do Now?

Try manually upgrading the client using the installers. You can download the new installers from the links below:

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After the Upgrade Process I Don’t See an “install successful” Screen. How Do I Know if the Upgrade Is Successful?

In some cases, especially in Windows, the installation finishes without a prompt. In this case you need to verify the client version to ensure the upgrade is complete. You can do this by opening Ivanti Secure Access Client. On Windows you can find the version under Help → About; on Mac OS you can find this under Ivanti Secure Access Client  → About Ivanti Secure Access Client. The version number will be displayed as “22.6.1”.

Windows:

Mac OS:

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What Happens after 5:00 p.m. March 15, 2024 if I haven't upgrade from Pulse Secure client to Ivanti Secure Access client?

We will be enforcing this strictly starting at 5:00 p.m. on March 15, 2024.  Anyone with the older Pulse Secure client versions for Windows, Mac, or Linux will not be allowed to access VPN until the client is upgraded.

If you tried these options, but are still having issues, contact 4Help by clicking Get Help on the 4Help portal.

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