Installation

  1. Install the appropriate client from the Download Client page.    http://www.ucdmc.ucdavis.edu/remoteaccess/downloadclient.html
  2. Administrative rights are required to install the AnyConnect Secure Mobility Client
  3. Error
    "There is a problem with this Windows Installer package. A program run as a part of the setup did not finish as expected. Contact your support personal or package vendor"
    Probable Cause
    This issue seems to be related to the computers who are/were infected with a virus. The virus either removed or corrupted Windows Firewall. During the installation process, Cisco AnyConnect Secure Mobility Client tries to register with the Windows Firewall and it fails. AnyConnect Secure Mobility Client installation stops and this error message is displayed.
    Action
    If this is a non-UCD Health System computer, resolve the Windows Firewall issue or contact your system administrator. For UCD Health System computer, note the error message and contact Technology Operations Center at (916) 734-4357 for further assistance.

Connection to VPN

  1. Error “Could not connect to server. Please verify Internet connectivity and server address is correct.”

See screenshot below

Probable Cause
Internet is not working or wrong server address

Action
a) Visit internet sites like www.google.com or www.yahoo.com to verify that the internet is working. If you are not able to connect to the internet, check your modem or router. For support, contact your internet service provider (ISP) or your system administrator.
b) Verify that you are using correct server name - connect.ucdmc.ucdavis.edu

See screenshot below

 

  1. Error - “The VPN connection failed due to unsuccessful domain name resolution.”

See screenshot below

 

Probable Cause
“DNS entry for the network card is set to static”
Action
a) Verify that you can ping connect.ucdmc.ucdavis.edu. You can run this by going to Start > All Programs > Accessories > Command Prompt; then type ping connect.ucdmc.ucdavis.edu and hit enter. If you are able to connect to other internet sites and not able to ping connect.ucdmc.ucdavis.edu, ensure that the DNS setting for network card is set for automatic.
b) Verify that you are not using UCD Health System production network. If you are on-site and need to test your VPN, connect to UCDHS-Guest wireless.

Authentication

  1. Error “Login Failed”
    Action
    Verify you are entering the correct username and password (Active Directory/ Citrix/ HS login). Go to https://ucdapps.ucdmc.ucdavis.edu and login with your username and password. If you are able to login to this site, your username and password is correct. If you are not able to login to this site, contact Technology Operations Center at (916) 734-4357 for further assistance.

Mapping Network Drive

  1. Keeps prompting for username and password and doesn’t go any further.
    Probable Cause
    The user name, password, or domain is incorrect
    Action
    Verify the you are using, correct username, password, and the domain (HS). If you are using a non-UCD Health System computer, check “Connect using different credentials”, then enter hs\username and your password. This only applies to the Windows operating system.
  2. Not able to map hshome02 (home drive) on a Mac computer.
    Probable Cause
    Your home drive is hshome02 and Mac’s have compatibity issues with hshome02
    Action
    You need to use hsnfm01 (home drive) if you are using a Mac and need to map a home drive. Submit a request to move your home drive to hsnfm01

AnyConnect Dropping Connection

  1. Mac OS X 10.9 (Mavericks) frequent disconnects

Probable Cause
Mac OS X 10.9 (Mavericks) has a bug that causes AnyConnect to disconnect and Apple is aware.
Action
The Mac OS X versions of AnyConnect were updated to 3.1.04074 to resolve the AnyConnect disconnect issue on systems running Mac OS X 10.9 (Mavericks). AnyConnect 3.1.0474 is backward compatible for Mac OS X 10.8, 10.7 and 10.6. The AnyConnect Secure Mobility Client available on this site is version 3.1.04074. 

Visit Frequently Asked Questions (FAQs) page for all FAQs or go to http://www.cisco.com to find more information