VPN Help
Checklist | Still having problems?
Before you start - a checklist
By carefully running through the checklist below, many of the issues encountered by first time users of the VPN can be avoided. Ensure your laptop/PC is ready to go by asking yourself the following questions.
1. Are you registered to use University of Aberdeen IT facilities?
You must have a current University of Aberdeen username and password.
2. Do you have administrator rights on your laptop/PC?
You will be unable to install the VPN components on your laptop unless you do.
3. Is your browser set to enable the download of signed ActiveX controls?
Note: This does not apply to Mac users.
In order to install the VPN components successfully on your laptop/PC, you must first enable Download signed ActiveX controls in your browser’s Internet Security Settings. To do this
- go to Internet Explorer’s Tools menu, select Internet Options...
- click on the Security tab then select the Internet (globe) icon
- click on the Custom Level... button
- click on the Enable radio button next to Download signed ActiveX controls
- click on OK, and OK again.
Once the VPN components have been installed, you can return Download signed ActiveX controls to its original setting.
4. Do you have up-to-date antivirus software installed on your laptop/PC?
You will be unable to install the VPN components if you do not have up-to-date anti-virus software. Listed below are the anti-virus software packages currently recognised by the VPN:
- Command Antivirus
- Computer Associates (eTrust)
- Cox
- ESET
- FRISK (F-Prot)
- F-Secure
- Kaspersky
- Microsoft (OneCare, Forefront)
- Network Associates (McAfee)
- Panda (ClientShield)
- Softwin (BitDefender)
- Symantec (Norton)
- Trend Micro (OfficeScan, PC-Cillin)
- V-Com (System Suite)
- ZoneLabs (ZoneAlarm)
5. Are your Windows updates current?
If not, the installation of VPN components may fail. To check if you are up-to-date, open Internet explorer and select Windows Update from the Tools menu
6. Do you have a personal firewall or other security settings on your laptop/PC?
If you are using security software on your laptop/PC (e.g. Norton, ZoneAlarm, McAfee, etc.) you may have to temporarily disable firewalls and/or other security settings for the duration of the VPN component installation and also before mapping your filespace. This will depend on the security software you are using and how you have set it up. If in doubt, contact the Service Desk.
Still having problems?
Problems installing VPN components
If you are still unable to install the VPN components, please contact the Service Desk.
Problems mapping filespace (Windows XP/2000 only)
Are you using Internet Explorer as your web browser? You must be using Internet Explorer 6 or 7 in order to map filespace. Other web browsers, such as Firefox or Opera, do not support drive mapping.
If you have been successful in installing the VPN components, but are unable to map your home filespace, before contacting the Help Desk for advice:
- Login to the VPN
- Click once on the System Information button on the VPN toolbar:
- You will be presented with a System Information dialog similar to the one illustrated below:
- Take a screenshot of this dialog by holding down the Alt key and pressing the Print Screen button on your keyboard. Next, open MS Word and select Paste from the Edit menu (or press Ctrl + V). Save the Word document then send it as an attachment to helpdesk@abdn.ac.uk together with the following information in the body of your e-mail:
- Full name
- Computing username, e.g. abc123
- Matriculation number (essential for student enquiries)
- Contact telephone number
- Alternative e-mail address (if relevant)
- Department
- Computer Make, Model
- Operating System, Network Address & DNS Name
- A clear description of the problem or query
- Don't forget to return to the VPN and close the System Information dialog before logging out.