KU Anywhere - Support

Users may find that they have trouble connecting to the VPN for a variety of reasons. Below you will find common solutions the KU IT Customer Service Center has found to solve various problems observed with VPN connections.

System settings that need to be checked on each device that has connectivity issues include:

Date & Time
Time Zone

If any of these items have an incorrect value user may experience connectivity issues.

MacOS

Cisco Secure Client comes packaged with multiple tools, which may cause connectivity issues with KU Anywhere. To resolve these issues the Cisco Secure Client tool must be manually uninstalled by following the instructions outlined below. Once uninstalled, the Cisco Secure Client can be reinstalled following the instructions in the related article KU Anywhere - Setup.

Open Finder on your Mac and select the Applications folder from the left sidebar.
- You can also access Applications from the Go menu in the Finder.
Open the Cisco folder to select Uninstall Cisco Secure Client.
Click the grey Uninstall button when prompted to uninstall Cisco Secure Client. It will take a few minutes for the uninstall to complete; when you get the alert that Cisco Secure Client has been uninstalled, click Quit.
Open Launchpad from the Dock and search for Terminal to open the terminal application.
- You can also find it in the Applications folder, within the Utilities sub-folder.
Copy and paste the commands below into the terminal. These commands will remove all data related to previous versions of Cisco Secure Client.

sudo commands will require you to enter your computer Password. This password is not visible while you type.

sudo /opt/cisco/vpn/bin/vpn_uninstall.sh
sudo -s
rm -rf /System/Library/StartupItems/CiscoVPN
rm -rf /Library/StartupItems/CiscoVPN
rm -rf /System/Library/Extensions/CiscoVPN.kext
rm -rf /Library/Extensions/CiscoVPN.kext
rm -rf /Library/Receipts/vpnclient-kext.pkg
rm -rf /Library/Receipts/vpnclient-startup.pkg
rm -rf /Cisco\ VPN\ Client.mpkg
rm -rf /com.nexUmoja.Shimo.plist
rm -rf /Profiles
rm -rf /Shimo.app
rm -rf /Library/Application\ Support/Shimo
rm -rf /Library/Frameworks/cisco-vpnclient.framework
rm -rf /Library/Extensions/tun.kext
rm -rf /Library/Extensions/tap.kext
rm -rf /private/opt/cisco-vpnclient
rm -rf /Applications/VPNClient.app
rm -rf /Applications/Shimo.app
rm -rf /private/etc/opt/cisco-vpnclient
rm -rf /Library/Receipts/vpnclient-api.pkg
rm -rf /Library/Receipts/vpnclient-bin.pkg
rm -rf /Library/Receipts/vpnclient-gui.pkg
rm -rf /Library/Receipts/vpnclient-profiles.pkg
rm -rf ~/Library/Preferences/com.nexUmoja.Shimo.plist
rm -rf ~/Library/Application\ Support/Shimo
rm -rf ~/Library/Preferences/com.cisco.VPNClient.plist
rm -rf ~/Library/Application\ Support/SyncServices/Local/TFSM/com.nexumoja.Shimo.Profiles
rm -rf ~/Library/Logs/Shimo*
rm -rf ~/Library/Application\ Support/Shimo
rm -rf ~/Library/Application\ Support/Growl/Tickets/Shimo.growlTicket
sudo pkgutil --forget com.cisco.pkg.anyconnect.vpn

Reboot your Mac once the process is complete.

Windows

Activating Adapter fails

This issue can occur when a user has WebRoot antivirus/firewall installed. A recent update has blocked VPN connections.
To fix, disable WebRoot on your computer.

Cisco Cache

Before uninstalling Cisco Secure Client we recommend clearing your Cisco Secure Client preferences with the following steps:

Close Cisco Secure Client.
Open your Start menu.
Type %localappdata%.You do not need a search bar to click; when you start typing with the Start menu open, the search will begin automatically.
Select the File Location option.
Select the Cisco folder.
Right-click on the folder called Cisco Secure Client.
Select Delete.

Once that folder has been deleted, launch Cisco Secure Client and connect to the VPN using the appropriate settings for your account. If this does not resolve you issue please uninstall Cisco Secure Client

Multiple Profiles Logged in

The error below occurs when multiple users have logged into the same workstation. To resolve this issue either:

Restart computer
- This may cause data lose for the other user
Use different workstation or have other user log out

No Assigned Address - Cisco Secure Client

This error may indicate an issue with the VPN entitlement you're trying to connect to. If you encounter this error, please:

Reboot your computer
Change your VPN Entitlement. For instructions please see related article KU Anywhere - Setup
Reconnect to VPN

For persistent issues please reach out to the KU IT Customer Service Center for assistance

No Specific Error Messages

If logging into the VPN fails but you don't get a specific error message indicating what the issue may be, first check that both your password and Duo authentication method are working in the browser. To do this:

Open a private browsing window in your browser of choice. Please see the related article Browser Troubleshooting for instructions on how to open a private browsing window.
Go to the MyIdentity Services page at https://myidentity.ku.edu.
Click View Profile. This will prompt you to sign in via the KU single sign-on.
Type your KU online ID and password the same as you have them entered when connecting to the VPN. If your browser uses a saved password, erase that and type your password to confirm the one you're typing works in the browser.
- If your login fails here, the issue is with your password. If you use a saved password on your browser that is working, you can retrieve it via your browser settings. Please see the related article Browser Troubleshooting for instructions on how to view saved credentials.
Authenticate using the same Duo method as you're using for the VPN connection.
- If your login fails at this point, try another authentication method. For assistance troubleshooting issues with Duo, please reach out to the KU IT Customer Service Center at 785-864-8080 or itcsc@ku.edu.

Once the password and Duo authentication method are ruled out as issues, we recommend changing your VPN entitlement and attempting to reconnect to the VPN; if changing from a departmental VPN to the default still generates an error, change the entitlement back to departmental VPN and try again. If the VPN connection is still failing without a specific error message, reach out to the KU IT Customer Service Center for further assistance.

Uninstall Cisco Secure Client

These steps will walk you though uninstalling the Cisco Secure Client. If after executing these steps you still have connection issues to KU Anywhere VPN, please reach out to the KU IT Customer Service Center for assistance.

Open Control Panel
- Click Search Box
- Type Control Panel
- Click Control Panel
Click Uninstall a Program
Right Click Cisco Secure Client - AnyConnect VPN
- Click Uninstall
You may be prompted to close the VPN application. If not the application will be uninstalled.

Reboot your PC before attempting to reinstall Cisco Secure Client.

Unsuccessful Domain Name Resolution

This error can occur for one of two known reasons:

There is a typo in the domain name when connecting to kuanywhere.ku.edu, as shown in the screenshot above.
The preferences for Cisco Secure Client have become corrupt.
- To resolve this issue, please refer to the Cisco Cache panel above.

Missing SSO Profile

Users may not see the KU-SingleSignOn profile in the drop down list. Users are encouraged to uninstall and reinstall the Cisco Secure Client. After reinstalling Cisco Secure Client the KU-SingleSignOn profile should become visible.

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