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Troubleshooting and known issues

Issues and information


Kaspersky

Kaspersky, by default, is not compatible with the Remote Access VPN service as it acts as a proxy server which are blocked on the VPN service.

We would recommend you use the UCL supported F-Secure anti-virus and firewall service available on the UCL software database.

However, a workaround on the University of Warwick's website will allow the VPN to work with the Remote Access service.

Please note: this is an external document and the information contained within it has not been tested by ISD. You are using the work-around at your own risk.

It has however been used successfully by end users at UCL.

The work-around is to Add the AnyConnect client as a trusted application to Kaspersky.

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Linux OS - use OpenConnect

There have been some reports that the latest version of the Cisco AnyConnect VPN client is causing issuing when installing on some Linux Operating Systems.

A workaround has been suggested which has been used successfully by end users at UCL.

Please note: this is an external document and the information contained within it has not been tested by ISD. You are using the work-around at your own risk.

For instructions, see the lower half of the How to Access UCL’s Virtual Private Network Using Linux tutorial by Rudolf Ammann.

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"Login Failed" error message

If you get this error, either the username or password you are entering is incorrect. Both username and password are CASE sensitive.

Or your account doesn't have the required privilege levels/exist in the appropriate AD group.

If you are certain you are using the correct username and password, and can successfully log in other UCL systems with this username and password (for example, email or Desktop @ UCL), then please contact the IT Services who can check your account privilege levels.

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"Login Denied" error message

If you get this error, it means there is a posture check issue. In other words, the VPN system has detected that the client system doesn't meet the minimum security conditions required to successfully login to the VPN system.

Users must ensure they are running a support anti-virus/firewall product.

Windows clients must be running an anti virus and firewall program. Mac users must be running an anti virus program.

UCL supports the following:

  • Windows – Fsecure
  • Mac and Linux – Sophos

These are defined in the Remote Access VPN support matrix.

These are available to UCL staff and Students from the UCL software database.

Other products may work, but are not support by ISD.

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Local printing

For security reasons, Local LAN access is not available when you are connected over the Remote Access VPN service. You therefore cannot access local network printers (i.e. wireless printers). A work around is to directly connect the printer to your computer via USB.

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Get help

The IT Services will be able to assist with support queries and will forward on other queries to the correct team. The IT Services is located in the DMS Watson Science Library, Malet Place. The IT Services provides details on opening times and a location map.