RESOLVED: Cisco Anyconnect disappearing from UBC managed devices issue – November 16, 2020, 13:20 PT

Resolved: Nov 18 17:30 PT

The Anyconnect VPN client issue has been resolved. The cause was a software update error experienced on a limited number of devices, requiring reinstallation of the client software. We are aware there may be outstanding instances of Anyconnect missing on UBC IT managed devices. If you require assistance, please contact the IT Help desk for assistance restoring the Anyconnect VPN client.


Update: Nov 17 08:12 PT

A resolution has been identified and technicians have reached out to affected users to resolve the issue.

If your Cisco AnyConnect client has been impacted and you require urgent access to services via VPN, please contact the IT Service Centre at 604-822-2008.

Otherwise, please submit a ticket for assistance with the IT Service Centre at www.it.ubc.ca/helpdesk.


Update: Nov 17 18:00 PT

Technicians have identified a fix for the issue of Cisco AnyConnect clients disappearing.

The ITSC will be directly contacting affected users with submitted help desk tickets to assist in reinstalling Cisco Anyconnect.

If you need urgent access to services via VPN, please contact the IT Service Centre at 604-822-2008 which is open through 21:00PT this evening.

Alternatively, please submit a ticket through www.it.ubc.ca/helpdesk and a technician will contact you Tuesday (tomorrow) morning for assistance in reinstalling the Cisco client.


Update: Nov 17 15:50 PT

We’ve received some reports of the Cisco AnyConnect client disappearing from UBC managed devices between 10am this morning and 1pm this afternoon. This issue is related to a failed application update and affected some, but not all, UBC IT managed devices.

 

Some users may not be able to access the following applications that require VPN:

  • Peoplesoft HRMS/FMS system
  • Teamshare and Home Drive (network drives)
  • Personal Absence Tracker
  • Other departmental based services may be unavailable without VPN

Workday, Canvas, Email, Workspace, Zoom, Teams, Onedrive access have not been impacted.

Technicians are continuing to investigate the issue. If your Cisco AnyConnect client has been impacted, please submit a ticket for assistance with the IT Service Centre at www.it.ubc.ca/helpdesk. A technician will be in contact with steps to resolve the issue as a fix is identified.

 

Our next update will be provided at 4:45PT.

 


We have received some reports of Cisco Anyconnect disappearing from UBC managed devices. Technicians are currently investigating.

Next update will be at 15:20 PT