Troubleshooting

First, check that you have installed the correct client for your computer. If you still have problems connecting, please continue reading.

1. Connect to the internet

• To connect to the VPN server, you must be connected to the internet first.

2. Try again later

• If logging in with vpn.uh.edu does not work try typing full-vpn.uh.edu 

3. Failing to verify username and password

• CougarNet Account: To log into any University system or computer your account must have a valid Cougarnet account.
• Username: Log in with your Microsoft 365 username and password.
• If that doesnt work reset your password at www.uh.edu/password.

4. Error message

• There are several error messages that can appear when a VPN connection is unsuccessful.
• They usually have a number like 'Error 721'. By searching for this error message and number online, you can often find what it means and why it has appeared. Also, you can often find out how other people have dealt with the problem themselves. Try Google.
• Quite often, it a configuration or software version incompatibility on your home computer that you should update.
• Built-in PPTP clients on all OS's aren't supported on the new VPNs.

5. Check VPN settings

• Verify your VPN configuration settings OR delete and reinstall the client from this page.

6. At what stage does it fail?

• If you are sure all your settings are correct, think about the error message you have received (if any) and see if it relates to any of the issues listed below.
• The number of possible problems can be reduced by watching how and when the connection attempt fails.
• If it fails as it is trying to connect (i.e. before the 'verifying username and password' stage) then see the 'Failing to connect?' section below.
• If you can connect but cannot login successfully, then see the 'Failing to verify username and password?'

7. Failing to connect?

• Firewall settings
• Some software firewalls have been known to stop users connecting to our VPN server, especially if the settings are too 'restrictive'.
• You can usually tell if it is your firewall causing the problem by turning it off and trying again.
• Router / Firewall firmware version
• Out-of-date 'firmware' versions on ADSL routers are one of the most frequent causes of VPN problems.
• If you are using an ADSL Router or Firewall device to connect to broadband at home, and are getting the error message 'Error 800 - Unable to establish the VPN connection' when you try to connect, then you should check that the router's software or firmware version is up to date.
• The manufacturers of these devices often develop the latest firmware versions and make them available for download from their own websites. Download and install the latest available firmware code for your model of Router and try to connect again. (Note: this does not usually apply standard ADSL modem devices.)
• Often some older versions of router firmware are not programmed to cope with running multiple VPN connections at the same time. If you have more than one computer connecting to VPN behind your router, check that the router firmware is capable of this and try upgrading it to the latest firmware version.
• ISP's VPN availability
• Some Internet Service Providers (ISP) restrict certain traffic or network ports over their service.
• If protocols are not supported, or VPN is blocked by your ISP, you will not be able to connect.
• Using NAT
• If you are using an ADSL router and have Network Address Translation (NAT) set up, this can cause problems if two people try to connect at once.
• Some routers can still detect which computer to send the two separate sets of traffic to and some can't. Firmware updates may improve this.

8. Unexpected disconnections

• Automatic timeouts: We do not have any timeouts from the VPN server side, but your VPN connection will terminate if your internet connection stops or your computer powers off.
• Server busy: The server can only support a limited number of concurrent users and can occasionally get too busy. This may cause your connection to stall or disconnect unexpectedly. If you suspect this is happening too frequently or for days at a time, report the problem to the IT Service Desk.

9. Contact the IT Support Center

• Call or Text Us: 713-743-1411
• Email Us: uitsupport@uh.edu
• Live Chat: uh.edu/livechat 

For a pdf version of these instructions, download the attachment below.