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UVA Identity Token Authentication

Troubleshooting JointVPN Access with the UVA Identity Token

Troubleshooting JointVPN Access with Your UVA Identity Token

If UVA Identity Token access to the JointVPN is not working, has your JointVPN Account been enabled for use with your UVA Identity Token?

  1. Have you waited 24-48 hours after picking up your Token or signing the Token Form? Your form must be received and processed by Enterprise Infrastructure Forms before your JointVPN accounts is enabled. If you picked up your Token in person, the form will be processed within 24-48 business hours. If you received your Token from your LSP, your LSP will mail or deliver the form.
  2. Your LSP, departmental support contact or the UVA Help Desk can check the status of your JointVPN account activation using LSP Network Administration Tools.

If your JointVPN access is enabled but you cannot connect successfully, determine whether the problem lies with the VPN or with the Token.

  1. Does the UVA Identity Token password change procedure work? (Follow the Installation Instructions link for your token model from the Software Installation page to find the password change procedure.) If so, it means that the UVA Identity Token software on the user’s computer is able to see the UVA Identity Token device. If the procedure does not work, and it has worked in the past, a simple system reboot may be all that is needed. The UVA Identity Token password change must work in order for you to test other aspects of the system. If the password change procedure fails, learn how to have your UVA Identity Token password reset.
  2. After verifying that the UVA Identity Token password change procedure is working, try the Web-based UVA Identity Token test. If the Web-based test is successful, the problem is most likely with the VPN client installation itself and not with the UVA Identity Token device or its software drivers.

If the tests above are not successful, the problem is likely with your UVA Identity Token Driver installation. Be sure to follow all steps of the UVA Identity Token Installation Instructions.

  1. Before installing updated UVA Identity Token Drivers, use Windows Add/Remove programs to remove all Rainbow and SafeNet entries before proceeding.
  2. Follow every step when installing the UVA Identity Token Software — even if you have completed them before. Most problems are due to steps being skipped in the installation process.

If the tests above are successful, but VPN connections still fail, the problem is likely with the VPN itself and not with the UVA Identity Token system.

  1. If your problem appears to be intermittent, remember that the UVA Identity Token must be connected to your USB port for several seconds before you start the Cisco VPN client. Windows must have time to detect the UVA Identity Token device and register its certificates before the VPN client is started.
  2. Verify that you have correctly installed the UVA VPN Client.
  3. Try disabling the Windows or 3rd party firewall temporarily to see if the VPN connection succeeds. If so, the PC being used does not have the correct set of ports open in its firewall configuraton for the VPN connection to work. Changing the VPN client's transparent tunnel setting from TCP to UDP (in the older IPSEC VPN client) may enable the connection. You can also re-run the UVA Network Setup Tool to enable the needed set of ports.

Additional Troubleshooting Documentation is available.

  1. LSP and Advanced Troubleshooting documentation is available.

  Page Updated: Friday 2017-06-16 10:34:01 EDT