RESOLVED: VPN Connectivity Issues March 18, 2020, 10:00 PT

Update- March 18, 2020, 10:00AM

 

VPN Connectivity issues are now resolved. The team was able to identify a hardware bug with the vendor equipment.  If you continue to have issues, please contact the IT Service Centre (hxxps://it.ubc.ca/helpdesk) via email or webform.

 

We encourage users to try the new myVPN server- “myVPN2.ubc.ca” for general UBC services, such as Management Systems Portal (MSP) and Personnel Absence Tracker (PAT), to help alleviate the traffic on “myVPN.ubc.ca”. Please note that access to department specific services (which requires you to use a suffix on your username (e.g. CWLname.enrl)), you will not be able to access via myVPN2.

 

Instructions to access myVPN2:

  • On your computer or mobile device, open the “Cisco AnyConnect” VPN client
  • Enter the following details:
  • VPN server: myvpn2.ubc.ca
    Username: your CWL username
    Password: your CWL password
  • Click OK

 

As a friendly reminder when using VPN, please follow the tips below:

  • Do your best to limit audio and video streaming (e.g. YouTube, Netflix, Spotify, etc.) while on VPN.  It’s not necessary to be on VPN to perform these activities
  • Log off VPN when you’re no longer using the service

If you have any issues, please contact the IT Service Centre (hxxps://it.ubc.ca/helpdesk) via email or webform.


Update March 17, 2020, 16:00 PT

VPN connectivity is currently stable, but issues generally appear during peak network traffic time.  We are closely monitoring the situation and working with our vendor to create a more long-term solution.

As the root cause of the issue was caused by significant high traffic on the network, we want to remind all users the following:

  • Do your best to limit audio and video streaming (e.g. YouTube, Netflix, Spotify, etc.) while on VPN.  It’s not necessary to be on VPN to perform these activities
  • Log off VPN when you’re no longer using the service

If you continue to have issues, please contact the IT Service Centre (hxxps://it.ubc.ca/helpdesk) via email or webform.

Our next update will be tomorrow, March 18 11:00 PT.


Update March 17, 2020, 09:00 PT

Our technicians have taken steps to mediate the traffic congestion and have implemented a solution.  We will continue to monitor the situation.

Next update will be after 16:00 PT.


Update March 16, 2020, 18:18 PT

VPN connectivity issues have improved. Root cause appears to be a traffic saturation issue. UBC IT continues to investigate a permanent solution.

Our next update will be at 09:00 PT.


Update March 16, 2020, 16:30 PT

We are still investigating the ongoing intermittent VPN connectivity issues.  If you have any questions, please contact the IT Service Centre (https://it.ubc.ca/helpdesk) via email or webform.

Our next update will be at 17:30 PT.


Update March 16, 2020, 15:15 PT

We are still investigating the ongoing intermittent VPN connectivity issues.  If you have any questions, please contact the IT Service Centre (https://it.ubc.ca/helpdesk) via email or webform.

Our next update will be at 16:15 PT.


Update March 16, 2020, 14:00 PT

We are still investigating the ongoing intermittent VPN connectivity issues.  We are working closely with our vendor on it. It is marked as the highest severity on their list.  Please note that this issue is also impacting the following site-to-site VPNs:

  • UBC Learning Exchange (612 Main St, Vancouver BC)
  • UBC Dairy Education Research Centre (DERC) (6947 Lougheed Hwy, Agassiz, BC)

If you have any questions, please contact the IT Service Centre (hxxps://it.ubc.ca/helpdesk) via email or webform.

Our next update will be at 15:15 PT.


Update March 16, 2020, 12:45 PT

The investigation to intermittent VPN connectivity issues is ongoing.  Below are some suggested recommendations for the time being.

Recommendations:

  1. Try logging in again

As the service is intermittent, we recommending logging in again.

  1. Use our alternative VPN server – myvpn2.ubc.ca.

If you are still having issues, we have established an alternative VPN server (myvpn2.ubc.ca).  Please note that this server is only available to the “general” VPN pool of services, such as Personnel Absence Tracker (PAT) and Management Systems Portal (MSP).  If you use a suffix on your username (e.g. CWLname.enrl) to log in to specific departmental services, you will not be able to access them via this workaround.

If you have any questions, please contact the IT Service Centre (https://it.ubc.ca/helpdesk) via email or webform.

Our next update will be at 14:00 PT.


Update March 16, 2020, 11:00am

We are still investigating the intermittent VPN connectivity issues.  Our technicians are working closely with the vendor to find the root cause.

Our next update will be at 12:30pm.

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We are currently experiencing intermittent VPN connectivity issues.
UBC IT Technicians are investigating the issue.