Troubleshooting

This website contains common issues with the Secure SSL VPN.  If these solutions do not resolve your issues, please contact the Computing Help Desk.


Common Login Error Messages
 

Below are common error messages when you are at the Secure SSL VPN Login screen, and the resolutions for those error messages.

Login failed

  • Commonly due to a mistyped username or password. 
  • Rarely something on the server side is setup incorrectly.
  • Try logging in again, also try your account information on mail.wellesley.edu to make sure it is correct.


Access denied

  • Login and Password are correct, but the account does not have Secure SSL VPN access.
  • If you think you should have access, but receive this error message, please contact the Computing Help Desk.
     

You have not been authorized for secure access...

  • Login and Password are correct, but the account does not have Secure SSL VPN access.
  • If you think you should have access, but receive this error message, please contact the Computing Help Desk.
     

Does not meet policy set by admin

  • Login was successful, but the computer does not meet the anti-virus requirements.
  • The Secure SSL VPN requires one of the following anti-virus applications be installed and up to date.  If your software is not listed and you do not wish to switch, please contact the Computing Help Desk.
  • Anti-virus definitions must be dated within the past 7 days.
    • Please run a definitions update of your anti-virus program. 
    • If your computer has been powered off for a while, leave it on and connected to the internet and your anti-virus program will usually update within an hour or so. 
    • You can also manually do the update if you know how to.
       

Unable to access Secure resources (Banner ERP, Vault)


You must use the https://vpn.wellesley.edu/secure/ website to login to the Secure SSL VPN to get the correct access permissions for Banner ERP and Vault access.  If you login to the regular SSL VPN website (http://www.wellesley.edu/lts/techsupport/sslvpn) or login directly from the AnyConnect Client software, you will not be given access to the Secure resources.

If you are using the Secure SSL VPN website and are still having problems accessing Banner ERP, Vault, or other secure resources, please contact the Help Desk for assistance.


Chrome and Java


If you are using Chrome to access the SSL VPN, you may get a warning bar at the top of your browser saying that the version of Java on your computer is old.  You may click Run Once to keep going and use the Secure SSL VPN, but we strongly encourage you to download and install the latest version of Java from http://www.java.com/  It is free and should be updated regularly to prevent malware from infecting your computer through security holes.

Chrome is NOT Supported on Mac OS X because it is only a 32bit browser, and the required Java add-on only works in 64bit browsers.


Firefox and Java
 

If you are using Firefox to access the SSL VPN, and you get an error about Java not being installed, you likely have an old version of Java installed and Firefox has disabled it. You must download and install the latest version of Java from http://www.java.com/ so that Firefox will allow Java to run again. It is free and should be updated regularly to prevent malware from infecting your computer through security holes.


Issues with Firefox and Java on Mac OS X
 

If you get a Critical Failure notice during the web browser process, it is likely due to Java either being diables or it is not installed.  To enable Java in Firefox, go to Tools > Add-ons > Plugins, find the Java plugin and click Enable next to it.  Quit Firefox and re-launch it and try the Secure SSL VPN website again.


Issues with Safari and Java on Mac OS X
 

If you get a Critical Failure notice in Safari, look for an 'inactive plugin' message in the whitepace on the left of the error message.  Click the text and enable the plugin.  Quit Safari and start again.

Another option is to go to Safari > Preferences, go to the Security tab, and check the Enable Java box.  Then quit and re-launch Safari and try again.

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