Is your VPN client a current release?
Switching to the newer Cisco AnyConnect VPN clients may resolve a number of different issues. If you have problems with the old-style Cisco VPN Client we would recommend that you move to the newer client as this may fix a number of problems. Links to downloads and instructions for the newer Cisco AnyConnect VPN clients are available on the main VPN page.

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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. If you have VPN set to remember passwords, you can get it to forget an old password via [Connection Entries->Modify->Erase User Password].

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How do I uninstall the Cisco VPN Client?
Note that when you uninstall the Cisco VPN client you may be prompted whether to remove profiles and certificates. It is generally safe to answer Yes unless you plan to install another version of the Cisco VPN Client. If you plan to install the newer Cisco AnyConnect VPN Client it is also safe to answer Yes.
Windows
Open the Control Panel (generally from the [Start] menu) and then open Programs and Features (Windows Vista) or Add/Remove Programs (Windows XP). Find the entry for VPN Client, select it and then click on Remove to uninstall the program.
OS X
Open a terminal window (use the Terminal application in the Utilities folder under Applications). Then type the command sudo /usr/local/bin/vpn_uninstall to start the removal process. You will be prompted for your password.
Linux
Open a terminal window and type the command sudo /usr/local/bin/vpn_uninstall. You will be prompted for your password.

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Is your Internet Service provided by AOL?
AOL does not support the use of VPN over its network. The new Cisco AnyConnect VPN Client may work with VPN. If not, the only solution is to use an alternative Internet provider.

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Soon after connecting, do you get a message saying Remote peer terminated connection or Remote peer no longer responding?
If so, you may be being blocked from making a connection by a "firewall". In the first instance we'd suggest trying the new Cisco AnyConnect VPN Client which uses different ports for communications and is likely to be less prone to firewall issues. See the main VPN pages for links to downloads and instructions. Alternatively you can try the following. The issue could be:
  • On your own machine. The standard system firewalls included in Windows XP and Mac OS X should not need any special configuration in order to work with current releases of VPN. Some technical information relating to the use of VPN with the Windows XP firewall is provided at http://ict.cas.psu.edu/training/howto/comm/vpn4.8-xpsp2.htm.
    If you have a third-party firewall product installed such as ZoneAlarm installed, this may need to have VPN added to its "allowed" list (or removed from its "blocked" list). You will need to consult the firewall documentation for details of how to do this.

  • In a router box you use to share your broadband connection. The firewall would either need disabling, or configuring to allow VPN traffic. You would do this by connecting to the router's internal configuration screen as described in its manufacturer's documentation. The firewall settings required for VPN are as follows:
    • UDP Port 500 open for send and receive
    • UDP Port 4500 open for send and receive
    • UDP Port 10000 open for send and receive
    • IP protocol 50 (ESP) allowed

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Do you get a VPN "442" error code?
If so, in the first instance we'd suggest trying the new Cisco AnyConnect VPN Client which is more up to date. See the main VPN pages for links to downloads and instructions. Also, if you are running Windows Vista, make sure that you have at least Service Pack 2 installed. Alternatively the following are possible cures for "442" Errors:

1. Fixing the Virtual Adapter:

  • Go to Control Panel - Network and Internet
  • Open Network and Sharing Center
  • Open Network Connection Manager
  • Enable the virtual adapter ("Cisco VPN Adapter")
  • Right click on it and select "Diagnose"
  • Select Fix

2. Disabling connection sharing:

  • Go to Control Panel - Network and Internet
  • Open Network and Sharing Center
  • Open Network Connection Manager
  • Right click on Local Area Connection then Properties
  • On the Sharing tab, uncheck the "Allow other network users to connect through this computer's Internet Connection".
  • Reboot your machine and try VPN again.

3. Adding a registry setting:

  • Click Start/Run and enter the command: cmd
  • In the command window that opens up, enter the command:
    reg add HKLM\System\CurrentControlSet\Services\Tcpip\Parameters /v ArpRetryCount /t REG_DWORD /d 0 /f

4. Manual IP address assignment:

  • Go into the Network Properties and find the Cisco Systems Virtual Adapter.
  • Open it and assign it an IP address manually. Any IP address can be assigned.
  • Click OK.

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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 VPN Client version (check via the padlock symbol on the initial VPN Client screen)
  • Your ISP (Internet Service Provider)

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