There is currently a known issue (1/29/2018) with the VPN client where the client may not authenticate successfully on the first attempt to log in - even with valid credentials. Workaround below.
Workaround:
Verify that credentials are valid by logging in first to https://ulink.louisville.edu - if this is successful, use the same username and password to connect with the VPN client. If authentication fails - try once or twice more consecutively and this may allow you to connect. This is a known issue involving a timeout with the VPN client and is currently being investigated. If client still fails to connect, place the ticket in to IT-EntSec queue.
Background: The new VPN client operates in a very different manner when compared to the previous product. We are now using “Palo Alto GlobalProtect” VPN instead of the “Array Networks” VPN. The Array VPN required the user to always visit vpn.louisville.edu” to connect with the VPN – it also required a lot of separate tweaking and configuration of the web browser and Java settings in order to make it usable. The old site also allowed the end user to access their file shares through the web browser. The new client does not show file shares in the web browser, nor does it require the customer to go to “vpn.louisville.edu” every time they connect. These two changes are the most frequently asked questions about the new client.
The new client is downloaded from vpn.louisville.edu – it only needs to be downloaded one time. It will install the thick client on their machine, and the VPN can be connected to with this client at any time. End users will then have to map their file shares in order to connect to the H and I drives. Instructions for drive mapping can be found here:
http://louisville.edu/it/departments/technical-support-operations/file-shares
Windows:
Make sure the end user has downloaded and installed the client. Once the client is installed, there will
be a small globe icon in the system tray by the clock.
Visiting vpn.louisville.edu is no longer required to connect to the VPN once the client is installed. The red “X” signifies that the client is not currently connected. The blue and white shield indicates that the VPN client is connect. To connect, right click the icon and select “Connect”.
A window will appear that prompts for Portal, Username, and Password.
The portal is “vpn.louisville.edu” – Username and password are Ulink credentials.
If the connection is failing for some reason, please generate a log from the client and attach it to the call ticket and place the ticket in the entsec queue by doing the following:
Right click the GlobalProtect icon and select “Open”
Once the Window is open, click File > Collect Logs
A window will appear that prompts for a save location. Note this location and have the user save the logs by clicking – Collect. Make sure all checkboxes are checked, they are by default. Navigate to the zip file that was created, and have the user submit the file to you to be attached to the ticket.