Frequently Asked Questions

Wireless Troubleshooting

Troubleshooting VPN

Here are a number of things to consider if you are experiencing trouble using your VPN client.

Troubleshooting online software

Wireless Troubleshooting

I’m using a laptop with built-in wireless but I can’t seem to access the UniSydney Wireless network.
Check that the wireless card in your laptop has been enabled. Many new laptops come with a button you need to press to enable your wireless card. When it is enabled there is usually a blue light. Every time you turn your laptop on, you may need to press the button. This is usually to save power, and let your laptop work longer on battery.

I still can’t access the UniSydney wireless network. What can I do?
First of all, check these settings:

  1. Check the signal strength and your proximity to a wireless access point. Wireless signal strength can vary up and down over time and from spot to spot. If possible move to where you are getting a strong signal. (Paradoxically, immediately under an access point is usually not the best spot.)
  2. Check your IP address. - It should be of the format 10.17.x.x. If you don't get such an address, you have not connected successfully.
    If you can see the access point but do not get a valid IP address you can try disabling your wireless "card", and then disabling the wireless network connection on your computer and then re-enabling them in the same order.

Is the UniSydney wireless network secure?
The UniSydney wireless network uses an encrypted link to protect you from hacker interference into your wireless connection. However, the network does not protect you against harmful websites, so you always need to make sure that the sites you visit are trustworthy and be mindful when accessing sites that require personal information.

Troubleshooting VPN

Check your network connection
First of all – check the PHYSICAL connection. Make sure your network / modem cable is firmly connected to your computer - there should be no loose movement or this might interrupt your connection with electronic noise.

If the physical connections seem okay, check that the computer is still able to communicate with the network. On a Windows computer make sure that the network icon in the task tray does not have a red cross through it; if it does, hover the mouse over it and a help balloon will tell you what Windows thinks is broken, for example, "Network cable unplugged". If there is no red cross, click the icon once then go to the [Support] tab; IP Address should consist of four numbers separated by dots but if all four numbers are zero, press [Repair]. If they are still zero after a couple of minutes you will need to contact your Network Administrator (for example departmental IT-tech, ISP support line, etc).

Check your VPN connection
On a Windows computer there should be a locked golden padlock in the task tray to indicate you are connected and authenticated with the VPN server.

Remember that if you are connected to the VPN server for a long time or have a long period of inactivity you will be disconnected.

To reconnect, simply relaunch the VPN client program and log into the VPN again.

Restart, wait and try again
If you encounter a "VPN Subsystem not responding" error when trying to connect to the VPN server, a component of the VPN software on your computer is locked up. To fix this, save and close any open documents you have been working on, then restart your computer and try to connect to the VPN again.

Restarting your computer if you have difficulty connecting might resolve whatever problem was causing the glitch. Occasionally you might also need to wait a while in case the VPN server is busy with others' requests or is restarting. Service during maintenance periods may well be intermittent and unreliable, if available.

Check your password
Password verification is case-sensitive. You need to use the same username and password to log into VPN as you use to access MyUni and Sydney Mail. If you change your password you will need to use the new password when logging into these areas.

The installation of the VPN client was corrupt
The installation of the VPN Client on your computer may have become corrupt or might be too old. Some other program might have installed a second, conflicting VPN subsystem, such as the default optional inbuilt Windows VPN connectivity. Uninstall all VPN clients, download the most recent Cisco installer from us and install it. Detailed instructions and installation files can be found in the Troubleshooting section.

The command "uninstallvpn" can be used in OS-X to completely uninstall the VPN client prior to reinstallation.

Contact ICT Helpdesk
If you have a complex problem or would like detailed help from the ICT Helpdesk then please send an email to . The email must include:

  • Your UniKey username (not password);
  • The type of computer you are using;
  • The Operating System and version you have (e.g. Mac OS 10.5, Windows 7, Vista or XP, etc.)
  • The date and approximate time you were unable repeatedly to log into the VPN; how you connect to your network (e.g. Sydney Uni LAN, residential college LAN, Faculty LAN, UniKey modem dial-up, commercial ISP, etc.);
  • Any other information you can give to describe the problem to help us give you the most useful and accurate reply we can.

If you need immediate support with your connection difficulties, you can telephone the ICT Helpdesk between 08:00 and 21:00 AEST, Monday to Friday on +612 9351 6000.

Please ensure you have the above information available when you telephone. (International callers please be aware that during busy periods you may have to wait on hold for awhile before we can attend to your call. You will need to dial your country's exit code (often 00) followed by 61 (for Australia) then 2 (for New South Wales) before the number given: 00-61-2-93516000. Sydney is 10:00 hours ahead of GMT.)

Troubleshooting online software

I get an error message which says I haven't been granted permission to an application
This issue has now been rectified and we encourage those who experienced it to retry. The message appeared as there was a bug in the software that controls permissions for accessing software.

Why is there a limited number of applications?
There is a significant licensing cost associated with providing certain applications. As a first step, we have delivered the most commonly used applications.

I click on an application but nothing happens
There are a number of reasons why this can happen, such as a client misconfiguration, firewall software on your computer, or a slow internet connection. We recommend that you take your device to the Carslaw Learning Hub where staff are on hand to assist and solve the problem. Alternatively, if you are not on campus, you can call the ICT Helpdesk on 9351 6000.

Why can't I save data onto my tablet?
The system is configured to provide tablet users with an optimal viewing experience. Limitations on most tablet devices restrict users saving data locally from within an application. We advise that, if you are looking to save data, you use the Citrix Receiver app on your Windows or Mac computer.

What operating systems and devices are supported by the online software?
The pilot has been tested on and supports:

  • Windows 7
  • Mac OS X
  • Apple iPAD
  • Samsung Android

Online software may also work on other operating systems and devices, however these have not been formally tested. If you are using another device or operating system and require support, we cannot guarantee we will be able to resolve your issue but will endeavour to provide support to the best of our ability.