Troubleshooting VPN connections

We use the Pulse Secure on Trafford laptops for enabling remote (VPN) access to our network. These are some of the problems you may have when trying to connect using Pulse.

No connections

When you open the Pulse application on your laptop, there may be no connections shown.

1. Select 'Add Connection' ('+' symbol) from top-right

   

2. Enter the following information:

   Type:

   Policy Secure (UAC) or Connect Secure (VPN)

   Name:

   TC VPN Forti

   Server URL:

   https://vpn.trafford.gov.uk/psvpnforti

3. Select ‘Connect’

Pulse says “Connecting” but only shows a ‘waiting’ circle cursor

If the circling ‘waiting’ cursor shows, but the connection never completes:

1. Press ‘Ctrl + Alt + Del’ on your keyboard and restart your machine. Do not select Shut Down, only Restart. You may need to do this several times.

2. If, after several times, the cirle still shows without connecting, you will need to bring it in the office to be reset. Contact the ICT Service Desk (ICTServiceDesk@trafford.gov.uk) to arrange a visit.

Pulse logo stuck in middle of the screen

If you see the Pulse on your screen (below) and it does not go away, you can remove it by going to your taskbar, selecting the small white triangle by the date and time, and clicking the Pulse logo.

Pulse does not pop-up automatically

If Pulse does not appear when you log in, you can connect to Pulse manually.

1. On the Windows task bar, select the white triangle

   

2. Select the Pulse logo

3. Select the option ‘TC VPN Forti’

4. Select ‘Connect’

5. Your username and password box should then appear