VPN Help
The message "Unable to contact the security gateway" means that your PC is unable to communicate with the VPN system at Presbyterian. There are multiple potential causes for such a problem - for example:
- You do not have a functioning Internet connection
- The VPN System at Presbyterian is unavailable
To test if you have a functioning Internet connection, try going to an internet web site. You might try www.yahoo.com, or www.phs.org. If you are viewing this page on the computer you are trying to connect on, this is most likely not the problem.
If you can get to external websites, try connecting to VPN again.
If you can get to other Internet sites, but not www.phs.org, there may be a problem with the network at Pres. If this is the case, please call the Help Desk.
If you can not get to any Internet sites, you will need to contact your Internet Service Provider. Common support phone numbers are listed at the end of this article.
If you are still unable to connect to VPN, you may need to call the Help Desk.
- Comcast High-Speed Internet - 505-344-0690
- Qwest Choice DSL with MSN Premium /Qwest DSL with Qwest.net - 888-777-9569
- Qwest DSL with other ISPs - 800-247-7285
- Qwest DSL Pro with any ISP - 800-903-5003
User authentication failed
The message "User authentication failed" means that either you are using an incorrect password, or your VPN account is expired, disabled or locked out.
Remember that your password is CASE-SENSITIVE! "password" is not the same as "PASSWORD". Double check to make sure your Caps Lock is not on, and try again.
To resolve this particular issue if the above does not help, please contact the Help Desk.
Password expires after logging in with no prompt to change it.
This issue is generally caused by one of the following:
- The Cisco Secure Authentication Agent is not runningThe Cisco Secure Authentication Agent is not installed
- The Cisco Secure Authentication Agent is damaged
If you do not see this icon, check on your desktop for a folder called "Cisco Secure Authentication Agent". If you do not see this folder, the agent is not installed. If you see the folder, double click it, and then double click the icon labeled default (It might be labeled 'default.caa' instead).
Once you double click on the icon, you should see a short 'splash screen' that says Cisco Secure Authentication Agent. Once this screen disappears, you should see the icon pictured above. If you do not, the agent may be damaged.
In order to repair a damaged agent, you must uninstall, and reinstall it. In order to uninstall it, click Start, Settings, Control Panel. In the control panel, double click on Add/Remove Programs, hilight "Cisco Secure Authentication Agent", and click "Change/Remove".
After you click the "Change/Remove" button as shown above, simply follow the on-screen prompts to complete the removal of the agent. After the uninstall is finished, you may wish to reboot your computer before proceeding to re-install it.
Now, go to the Remote Access Help page, and follow the directions on that page to reinstall the Cisco Secure Authentication Agent.
If you continue to have the same problem after following all steps above, please contact the Help Desk.
