Ivanti (Pulse Secure) VPN Access Client End Self Basic Troubleshooting Steps

Ivanti (Pulse Secure was acquired by Ivanti) is the VPN client used to connect to secure TRIUMF networks. If you encounter issues with the VPN client, here are some basic troubleshooting steps you can follow:

1. Check Internet Connection: Ensure that your computer has a working internet connection. If you can't access the internet, the VPN won't work either.

2. Verify User Credentials: Double-check your username and password. Ensure they are correct and have not expired. If your TRIUMF account has an issue, please contact the help desk by creating a ticket at https://helpdesk.triumf.ca/

3. Update VPN Client: Ensure that you are using the latest version of the VPN client. Outdated versions may have compatibility issues or security vulnerabilities.

4. Restart the Client: Sometimes, a simple restart of the VPN client can resolve connection problems. Close the client, reopen it, and try connecting again.

5. Restart the Device: If restarting the client doesn't work, try restarting your computer or mobile device. This can resolve various networking issues.

6. Check Firewall/Antivirus: Make sure that your firewall or antivirus software is not blocking the VPN client's access to the internet. Add Ivanti or Pulse Secure to the list of trusted applications if necessary.

7. Verify Internet Restrictions: Some networks may have restrictions that prevent VPN connections. If you're on a public or guest network, check if VPN connections are allowed.

8. Check VPN Configuration: Ensure that the VPN client is correctly configured with the necessary settings provided by visiting: https://ccn.triumf.ca/off-site/vpn

9. Try Different Network: If possible, try connecting to the VPN from a different network, such as a different Wi-Fi network or mobile data. This can help identify if the issue is specific to your current network.

10.  If VPN still can't connect,  please remove your VPN client, then reinstall it by visiting: https://ccn.triumf.ca/off-site/vpn

11. If you have tried these basic troubleshooting steps and still cannot establish a connection with the  VPN client. Please contact the help desk by creating a ticket at https://helpdesk.triumf.ca/ and provide the operating system and the version of your device.