Is your VPN client a current release?
Newer versions of the VPN client may contain fixes for known issues so upgrading to the latest version may resolve some problems. To check whether you have the latest version installed, do the following.
  • Start the AnyConnect VPN Client. On OS X systems you should see the version on the bottom-right of the AnyConnect VPN Client window. On Windows and Linux systems you will need to click on the [About] tab.
  • Check the latest version of the software available for your operating system in the VPN section of the OUCS software download page.
  • If there is a higher version available for your operating system, download and install it and see whether that fixes the problem.
  • Note that the version numbers shown on the downloads page may be shorter than the numbers shown on your computer. So long as the version on the downloads page matches the start of the version number on your computer then you are up to date. So a downloads page version number of 2.4.0 would match a version number on your computer of 2.4.0202. However if the downloads page shows 2.4.1and your computer shows 2.4.0202 then there is no match and the version on the downloads page is higher. So you should download the latest version and install it.

Return to list of questions

When you try and make a VPN connection, do you keep being taken back to the Username/Password screen?
If so, you are probably trying to use an incorrect or invalid password. Make sure you are entering your Remote Access password — this can be different to the Single Sign-On password you use for Weblearn etc. Remember that usernames and passwords are case-sensitive. If in doubt, you can reset your Remote Access password via our Self Registration web pages.

Return to list of questions

How can I get the VPN client to save my password?
Unfortunately this functionality is not included in the AnyConnect VPN client and there is no way to make the client remember your Remote Access password.

Return to list of questions

VPN Connection fails with error The VPN client is unable to establish a connection.
Check whether you have either Kaspersky Anti-Virus or Kaspersky Internet Security installed. If so, this is a known issue with the Cisco AnyConnect VPN client. To solve the problem you need to put in an exception to allow Kaspersky to trust the Cisco VPN software. The following instructions explain how to do this for both Kaspersky Internet Security 2010 and Kaspersky Anti-Virus 2010.
  • Open the Kaspersky settings either from within the Kaspersky program (click on [Settings] at the top right of the screen) or choose [Settings] from the menu that appears when you right-click on the Kaspersky icon near the clock.
  • On the Settings window in the list on the left of the screen under [Options] click on [Threats and exclusions]. On the right-hand side of the screen, under the Exclusions section click on Settings....
  • In the window that appears click on the [Trusted applications] tab and then on Add and select [Browse...] from the menu that appears.
  • Locate the vpnagent program, which is normally in the C:\Program Files\Cisco\Cisco AnyConnect VPN Client folder on My Computer. Select vpnagent and click on Open.
  • You should have a window titled Exlusions for application and showing VPN Agent Service at the top. Under the Exclusions section check the box against [Do not scan network traffic]. Click on OK, then OK again and then once more to close the Settings window and apply the changes.

Return to list of questions

How do I uninstall the Cisco AnyConnect VPN Client?
Windows
Open the Control Panel (generally from the [Start] menu) and then open Programs and then Programs and Features (Windows 7 and Vista) or Add/Remove Programs (Windows XP). Find the entry for Cisco AnyConnect VPN Client, select it and then click on Uninstall (Windows 7 and Vista) or Remove (Windows XP) to uninstall the program.
OS X
Open the Applications folder and then the Cisco folder and double-click on Uninstall AnyConnect to start the uninstall process, then follow the prompts to uninstall the program.
Linux
Open a terminal window and type the command sudo /opt/cisco/vpn/bin/vpn_uninstall.sh. You will be prompted for your password.

Return to list of questions

I've upgraded from the older Cisco VPN Client to the newer Cisco AnyConnect VPN Client; should I uninstall the old client?
We would recommend that you uninstall the older client as described in the FAQ for the old VPN client. If you do have both clients installed you should never connect using both VPN clients simultaneously.

Return to list of questions

Can I run both the older Cisco VPN Client and newer Cisco AnyConnect VPN Client together
It is possible to install the newer Cisco AnyConnect VPN Client on a system where the older Cisco VPN Client is already installed. However we would normally recommend that you uninstall the older client as described in the FAQ for the old VPN client. If you do have both clients installed you should never connect using both VPN clients simultaneously.

Return to list of questions

Any other problems
If the information here didn't help to resolve your problem, you can contact us via the OUCS help request form. Please include details of:
  • Your operating system version, e.g. Windows Vista with SP2, Mac OS X 10.5.2 etc.
  • Your AnyConnect VPN Client version (to check this see the answer to the question Is your VPN client a current release? above)
  • Your ISP (Internet Service Provider)

Return to list of questions