Troubleshooting the VPN
What you can check when the VPN does not connect
Troubleshooting a Pulse or AlwaysOn VPN Connection
If you experience any issues with connecting to the Pulse VPN or AlwaysOn VPN, please try a restart of your device first and if this does not fix the issue log a request in the IT Portal at lu.ac.nz/ithelp and include the following information:
Information | Example | Where to get it |
---|---|---|
Date and time last tried | ||
Username you entered | smithm, [email protected] | |
Which VPN are you using | AlwaysOn |
AlwaysOn: you clicked on the LU-AlwaysOn-User-VPN network connection Pulse: All other cases |
Public IP address | 202.150.101.82 | Visit www.ipchicken.com and you will see your current IP Address |
Confirm your Microsoft MFA login is working | Confirmed | Visit portal.office.com and make sure you can login and see your email |
Internal address (if you connect OK but something isn't working as expected) |
C:\Users\bootr>ipconfig /all Windows IP Configuration Host Name ……………...: MB3192 Lots more lines |
AlwaysOn In the black command prompt window type in the following command followed by the Enter key note: there is a space before the “/all” Pulse Secure client |
Operating System version | Windows 10 Pro version 1909 | Windows:
Type About in the search box and click on About Your PC , scroll down to find the version info MacOS: |
Pulse Secure Client version | 9.1.3 | Right-click pulse icon in system tray, select Help|About |
Who is your ISP | TrustPower | What company do you purchase your WiFi from |
Are you using : Fibre, ADSL, VDSL or Wireless and connect using Wireless or Ethernet |
Fibre / wireless | |
Screen capture of any error messages |