Information Services

VPN Troubleshooting Guide

VPN Connection issues and troubleshooting

Hibernation breaks VPN connection

When the computer comes out of hibernation, it will automatically attempt to restart the network device. The user can then attempt to remake the Wireless and/or VPN connection.

There are however documented issues for some Windows devices with automatically restarting the network card. Restarting the computer is always worth trying in such circumstances.


Problem connecting multiple devices using IPSec VPN

Trying to connect multiple Windows devices from the same home network can cause problems when using the IPSec VPN. If you try to connect multiple devices from one home network/broadband connection then when you try to connect the second device, the first device will be disconnected. Users are recommended to install the FortiClient VPN software and create a SSL VPN Connection.

Problem connecting to the VPN from on Campus

The VPN is intended to support remote access to the University Network, it does not support connecting from a wired or WiFi connection while on campus.

This function did exist on the old VPN but as it serves no purpose or benefit to users it has not been configured on the new service.

Problem downloading the IOS VPN Client in China

The IOS version of FortiClient VPN cannot be downloaded from the China App store, this is due to a limitation implemented by Apple - "Store availability and features might vary by country or region." To download the FortiClient VPN you will need a non-Chinese mobile phone number to register an icloud account. Only then will you be able to download the FortiClient VPN app.

Common Connection Issues

FortiClient VPN Connection Issues


IPsec connection issues using device's in-built VPN client