Common VPN Troubleshooting Steps

Summary

This article provides troubleshooting steps for resolving common issues with the Cisco Secure Client VPN.

Body

VPN Troubleshooting Steps:

When troubleshooting your Cisco Secure Client VPN (AnyConnect VPN), the following steps should be considered:

Has my device been rebooted recently?
- If a device has been online for a while without a reboot, it may need to restart for critical updates to take effect. This can sometimes include a new version of the VPN.
Is my home network the problem?
- If you're using a wireless network (Wi-Fi), try using a wired connection instead.
- Try using a different internet connection to see if your home internet is the problem. A quick and easy way to test this is to use your cell phone as a hot spot.
- Are there parental controls on the home network? Some parental controls block or limit the use of SSL VPNs to prevent users from bypassing the restrictions set by those controls.

Known Error Messages:

The Cisco Secure Client application has a series of built in, descriptive error messages that can help with troubleshooting. To view an error message, open the Cisco Secure Client application.

Error	Explanation/Resolution
Could not connect to server. Please verify internet connectivity and server address.	Your VPN is not able to reach the Central Piedmont VPN gateway. This generally means there is a problem with the current internet connection you are using to establish your VPN. Please see the above troubleshooting steps for checking if your home network is the problem.
The VPN connections failed due to an unexpected internal error encountered by the VPN client.	This error may occur when Cisco Secure Client is installed in a faulty state. A rebuild of the installation is required. Please see the instructions below, titled "Repairing your Cisco Secure Client application".
No Modules Loaded	This error can occur after a failed update. A repair of the client will be required. Please see the instructions below, titled "Repairing your Cisco Secure Client application".

Repairing your Cisco Secure Client Application

In some cases, it may be necessary to repair your Cisco Secure Client application. On Windows laptops, this can be done through the Software Center, but you must be connected to the network on campus to proceed. Please follow the below steps to repair the application:

Warning: Your computer will need to restart during this process.

Open the Software Center application. You can find this by searching in the Windows task bar.
Navigate to the installation status page.
Find and click on AnyConnect VPN.

Note: Depending on your requirements, you may have the "AnyConnect VPN - Standard" or "AnyConnect VPN - Elevated" deployment.
Click the repair option.
The repair script will uninstall and then reinstall Cisco Secure Client. Once this process is complete, you will be able to open the app, but no connection profile will be available. You will know because “sslvpn.cpcc.edu” will not appear as a connection option.
To complete the installation and load the required profile, restart your laptop. A second restart may be necessary. When “sslvpn.cpcc.edu” appears in the application, the repair process is complete.