FAQ: Pulse Secure VPN

VPN

Requirements and Supported Platforms

  • Do I need to request a VPN account to use the Vanderbilt SSL VPN?

    The Pulse Secure VPN client is available to all Vanderbilt faculty and staff. You do not need to request a VPN account.

  • What are the minimum hardware requirements?

    The minimum hardware configuration required to support the Pulse Secure (Windows or Mac) client are listed HERE.

  • What operating systems and browsers are supported?

    See the list of supported operating systems and browsers HERE.

  • Is Linux supported?

    Click HERE for Linux instructions. Support is best effort for Linux platforms.

  • Is Chromebook supported?

    Chromebook is not supported. Pulse Secure Client for Chrome OS is available from the Chrome Web Store, however, it will likely not work with multifactor authentication.

Installation Issues

  • How do I upgrade or install the client?

    You will need administrative permissions to your computer. Contact your Local IT Support Provider if you do not have administrative access to your computer.

    1. Using add/remove programs on your OS, uninstall all instances of Juniper/Pulse Secure clients (Network Connect / Junos Pulse / Pulse Secure).
    2. Download the correct client from Pulse Secure VPN Downloads page.
    3. Once the client has finished installing, reboot the machine.
    4. After the machine has booted back up, follow the appropriate setup instructions and attempt to connect.
      • For Windows, see here.
      • For Mac, see here.
  • I tried to install the client but received an access or privilege error

    Initial installation must be performed by someone with administrative privileges on the machine. If you do not have administrative access to your computer, consult your Local IT Support Provider.

  • On a Mac platform, I am unable to upgrade to Pulse Secure or connect after upgrade

    This solution should be executed ONLY by computer support staff (LSP's, LAN Admins) who are familiar with the OSX command line. Errors on the command line can severely disrupt your system.

    1. Open the command line / command prompt and execute the following commands:

      sudo rm -rf ~/Library/Application\ Support/Juniper\ Networks/SetupClient
      sudo rm -rf ~/Library/Application\ Support/Juniper\

    2. If you see the following files, try removing them:

      ~/Library/Application Support/Juniper Networks/tncc.jar
      ~/Library/Application Support/Juniper Networks
      ~/Library/Logs/Juniper Networks

    3. Ensure Java plug in is enabled on the Mac.
    4. After all the above steps are complete, reboot the Mac, install the client, and attempt to connect.

Connection Issues

  • I can't connect to VPN - it does not give me a login prompt, login prompt loops, or I have intermittent connection issues
    • Make sure that VU user is connecting to vpn.vanderbilt.edu.
    • Verify that the most current Pulse Secure client is installed. If not, remove the old client and install the most recent version.
    • Verify the operating system version and ensure the correct client was installed. 32-bit client will only operate on 32-bit machines, and 64-bit client will only operate on 64-bit machines.
  • My connection drops within a few minutes of connecting

    Verify that the most current Pulse Secure client is installed. If not, remove the old client and install the most recent version.

  • My connection speed is very slow while operating on the client

    Reboot your computer. Upon reboot, do not start the SSL VPN Client. Go to the following URL http://vanderbilt.speedtestcustom.com and run a speed test. Once complete, enable the SSL VPN Client and rerun the speed test. Once complete, compare the results.

  • I received the following error: "Max number of sessions active"

    Verify that the most current Pulse Secure client is installed. If not, remove the old client and install the most recent version.

  • On a Mac, the VPN Client will work sporadically

    Ensure the Mac feature "Back to my Mac" is disabled as it causes conflicts with the client's operating port. Once disabled, restart the client.

  • Library research materials, such as journal subscriptions, are unavailable when attempting to access while off campus via VPN

    If you need to access library research material via the Enterprise SSL VPN when off campus, or even if you're not connected to the SSL VPN, please see here for a solution (login required).

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