If you are having trouble connecting to VPN, please follow these steps.

Important: due to the heavy demand on our IT staff at present, we ask that you specify the level of urgency in the ticket's description.

We will work with our vendor to resolve the issue.

Include ALL of the information from the initial questions above, AND the results of the troubleshooting steps 2 through 4 above.

Create a ticket with the “Submit a Request” button here. Select 'Diagnostic report' and save the resulting file F5DiagnosticsReport.html to your desktop.

For Windows, right-click on the Big IP icon in your taskbar.

This will save the logs to your desktop in a zip file. Zip -j ~/Desktop/edgeclientlogs.zip ~/Library/Logs/F5Networks/*

For Macs, Open the Terminal (use spotlight to find and run it) and paste the following command into the prompt:.

> Repeat the speedtest, again recording the numbers.

Run a speedtest at and record the resulting upload and download speed results.

> For Windows, follow the steps in this link to get traceroute results. > For Macs, follow the steps in this linkto get traceroute results.

Run a traceroute to, and record the results by copying and pasting into a text file.

They should be roughly the same as the first if they are not, run the speedtest a third time, again recording the results.

> Repeat the speedtest, and record the second pair of numbers.

Record both resulting numbers, measured in Mbps. It will run an upload and a download speed test. > For Windows, follow the first set of steps on this page ('Find your DNS using the Settings app') It will look something like this: 192.168.1.1 It will look something like this: 192.168.1.1 > For Macs, find the DNS server in System Preferences > Network > Wifi > Advanced button > DNS tab.

Record the DNS server in your home network.

It will look something like this: 108.12.231.43 Click this link: and take note of the resulting IP address.

If the issue is unresolved, continue through the next steps, recording information and saving it to a text file as directed. Next, if the issue is NOT caused by others making heavy use of your network, follow the steps below to troubleshoot your home network. Is the problem intermittent or persistent?.Are there others in your household (either on the VPN or off) who may be taxing your home network by, for example, connecting to classes, playing internet games, or streaming video?.Does this happen on other devices in your house?.To get to the bottom of a VPN performance issue, Brown’s IT staff will need your answers to a few questions: Contact the IT Service Center or your ITSC or DCC if you need additional assistance. If you are able to connect, but performance while connected is significantly degraded, follow the steps below. The setup files and installation instructions are available at.

F5 vpn client in windows firewall