Summary #

This article will help you troubleshoot problems trying to connect to the Home-To-School/Office VPN feature.  If you’re already connected to the VPN and you’re having problems connecting to a server or workstation, please read Troubleshooting Using Services Through The VPN for help.

More Information #

First, verify that you have the latest VPN client installed and you’ve downloaded the correct connection configuration file.  You get this information from your SecureSchool/ISBossBox/LibraryDoor appliance.

Once you’ve gone through all of the installation directions (paying special attention to the Windows 7 / Windows Vista instructions if they are applicable to you), then you can launch the client.  The Windows client will appear as an icon in the system tray in the bottom right of the screen, and the OSX client will appear in the top right of the screen.  To launch the connection, right click on the icon and click on connect.  After you enter your username and password, it will try to connect.

Note:  You cannot run the VPN client while you are at the School/Office.

If the connection log sits at “UDPv4 link remote: A.B.C.D:1194” (where “A.B.C.D” is the IP address it’s trying to connect to), then says “TLS Error: TLS key negotiation failed to occur within 60 seconds (check your network connectivity)”, that means your configuration file is out of date, SecureSchool isn’t listening for VPN connections, or SecureSchool isn’t getting the VPN connection request.

• Verify that the IP address it’s trying to connect to is correct.  If it’s not, get an updated configuration script from the appliance.
• If SecureSchool is behind another firewall, make sure that TCP & UDP port 1194 are open and being passed through to SecureSchool.

If the connection log shows a line that says “AUTH: Received AUTH_FAILED control message”, there was something wrong with your username and/or password.

• Verify that your username and password is correct with your network administrator.  If SecureSchool is joined to the domain and performing NTLM authentication, then this will be the same username and password you login to your computer at school/work with.  If you are using SSB Authentication or ISB Authentication, then it’s the username and password that you enter when you launch a web browser.
• If you are using NTLM authentication, verify that the user is in the group that allows VPN access.  The group is configured under “User Auth” -> “Home Access VPN” -> “Configure”.  If you are using SSB Authentication or ISB Authentication, you can allow access by group or by individual user.  If you’re allowing access per group, make sure the group has VPN access enabled.  If you’re allowing access per user, make sure the user has VPN access enabled.

If this did not solve your problem and you’re still having problems, please contact us for help.