{"id":282,"date":"2021-02-13T13:48:42","date_gmt":"2021-02-13T13:48:42","guid":{"rendered":"https:\/\/vpninfo.bilkent.edu.tr\/?page_id=282"},"modified":"2024-12-11T12:43:58","modified_gmt":"2024-12-11T09:43:58","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/vpninfo.bilkent.edu.tr\/?page_id=282","title":{"rendered":"Troubleshoot  &#8211; FAQ"},"content":{"rendered":"<h6><strong>TROUBLESHOOTING<\/strong><\/h6>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Verify that you have a valid Bilkent VPN account from the <a href=\"http:\/\/vpnregister.bilkent.edu.tr\">VPNRegister<\/a>.<\/li>\n<li>Verify the settings you made for your device using the <a href=\"https:\/\/vpninfo.bilkent.edu.tr\/?page_id=252\">OS-specific instructions<\/a>.<\/li>\n<li>Check the list of frequently asked questions below for a possible resolution to problems you are experiencing.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>FREQUENTLY ASKED QUESTIONS<\/strong><\/p>\n<div id=\"accordions-285\" class=\"accordions-285 accordions\" data-accordions={&quot;lazyLoad&quot;:true,&quot;id&quot;:&quot;285&quot;,&quot;event&quot;:&quot;click&quot;,&quot;collapsible&quot;:&quot;true&quot;,&quot;heightStyle&quot;:&quot;content&quot;,&quot;animateStyle&quot;:&quot;swing&quot;,&quot;animateDelay&quot;:1000,&quot;navigation&quot;:true,&quot;active&quot;:999,&quot;expandedOther&quot;:&quot;no&quot;}>\r\n                <div id=\"accordions-lazy-285\" class=\"accordions-lazy\" accordionsId=\"285\">\r\n                    <\/div>\r\n\r\n    <div class=\"items\"  style=\"display:none\" >\r\n    \r\n            <div post_id=\"285\" itemcount=\"0\"  header_id=\"header-1613224726525\" id=\"header-1613224726525\" style=\"\" class=\"accordions-head head1613224726525 border-none\" toggle-text=\"\" main-text=\"How can I set up a VPN connection?\">\r\n                                    <span id=\"accordion-icons-1613224726525\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224726525\" class=\"accordions-head-title\">How can I set up a VPN connection?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224726525 \">\r\n                <ul>\n<li>Refer to one of the <a href=\"https:\/\/vpninfo.bilkent.edu.tr\/?page_id=252\">OS-specific guides<\/a> matching your operating system and follow the steps under \u201cInstallation Notes\u201d.<\/li>\n<li>Create a Bilkent VPN account using <a href=\"http:\/\/vpnregister.bilkent.edu.tr\">VPNRegister.<\/a><\/li>\n<\/ul>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"1\"  header_id=\"header-1613224746383\" id=\"header-1613224746383\" style=\"\" class=\"accordions-head head1613224746383 border-none\" toggle-text=\"\" main-text=\"What username and password should I enter to establish a VPN connection?\">\r\n                                    <span id=\"accordion-icons-1613224746383\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224746383\" class=\"accordions-head-title\">What username and password should I enter to establish a VPN connection?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224746383 \">\r\n                <p>Use your STARS or BAIS ID as username, and the <strong>VPN-specific password<\/strong> that was set using the <a href=\"http:\/\/vpnregister.bilkent.edu.tr\">VPNRegister<\/a> service.<\/p>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"2\"  header_id=\"header-1613224776171\" id=\"header-1613224776171\" style=\"\" class=\"accordions-head head1613224776171 border-none\" toggle-text=\"\" main-text=\"I forgot my VPN account password. What should I do?\">\r\n                                    <span id=\"accordion-icons-1613224776171\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224776171\" class=\"accordions-head-title\">I forgot my VPN account password. What should I do?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224776171 \">\r\n                <p>Set a new password for your VPN account through <a href=\"http:\/\/vpnregister.bilkent.edu.tr\">VPNRegister.<\/a><\/p>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"3\"  header_id=\"header-1613224792705\" id=\"header-1613224792705\" style=\"\" class=\"accordions-head head1613224792705 border-none\" toggle-text=\"\" main-text=\"How can I verify if I have successfully established a Bilkent  VPN connection?\">\r\n                                    <span id=\"accordion-icons-1613224792705\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224792705\" class=\"accordions-head-title\">How can I verify if I have successfully established a Bilkent  VPN connection?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224792705 \">\r\n                <p>Use an IP address lookup service such as <a href=\"https:\/\/www.whatsmyip.org\">https:\/\/www.whatsmyip.org<\/a> to find out the current IP address on your device. If the IP (specifically IPv4) address that appears on the service starts with <strong>139.179. <\/strong>then you have successfully established a Bilkent VPN connection.<\/p>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"4\"  header_id=\"header-1613224815575\" id=\"header-1613224815575\" style=\"\" class=\"accordions-head head1613224815575 border-none\" toggle-text=\"\" main-text=\"I get an &quot;Authentication Failed&quot; or &quot;Username or password is not recognized.&quot; error. What should I do?\">\r\n                                    <span id=\"accordion-icons-1613224815575\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224815575\" class=\"accordions-head-title\">I get an \"Authentication Failed\" or \"Username or password is not recognized.\" error. What should I do?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224815575 \">\r\n                <p>An invalid username\/password combination was entered.<\/p>\n<p>You need to enter your STARS or BAIS ID number as the username and the VPN-specific password that you can created or modified using the <a href=\"http:\/\/vpnregister.bilkent.edu.tr\">VPNRegister<\/a> service. Do <strong>NOT<\/strong> use your STARS\/BAIS\/E-Mail password.<\/p>\n<p>Also, if the connection type is L2TP\/IPSec, verify that you entered <strong>bilkent<\/strong> as the \u201cSecret\u201d.<\/p>\n<p>If you are using Apple macOS, make sure that you entered your username (STARS or BAIS ID) in the \"Account Name\" field.<\/p>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"5\"  header_id=\"header-1613224838145\" id=\"header-1613224838145\" style=\"\" class=\"accordions-head head1613224838145 border-none\" toggle-text=\"\" main-text=\"I get a &quot;A connection to the remote computer could not be established.&quot; error. What should I do? (Microsoft Windows)\">\r\n                                    <span id=\"accordion-icons-1613224838145\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224838145\" class=\"accordions-head-title\">I get a \"A connection to the remote computer could not be established.\" error. What should I do? (Microsoft Windows)<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224838145 \">\r\n                <p>Follow the steps below:<\/p>\n<ul>\n<li>Be sure you entered <strong>vpn-ng.bilkent.edu.tr<\/strong> in the VPN server address field.<\/li>\n<li>If services such as firewall or antivirus programs are running, terminate them and try again.<\/li>\n<li>If your operating system is not up to date, update it.<\/li>\n<li>Type \"services.msc\" in the \"Run\" application, and check if the \"Routing and Remote Access\" and \"Remote Access Connection Manager\" services are running. If these services are not running start them and try again to establish a VPN connection.<\/li>\n<li>If the \"Remote Access Connection Manager\" is running and the problem still persists:\n<ul>\n<li>Type \"devmgmt.msc\" in the \"Run\" application and remove all WAN Miniport (...) under Network Adapters in the device manager. (Right-click > Uninstall device)<\/li>\n<li>Right-click on Network Adapters and select the \"Scan for Hardware Changes\" option. The service will reinstall the WAN Miniport drivers.<\/li>\n<li>After WAN Miniports appear in the list, try to establish the VPN connection again.<\/li>\n<\/ul>\n<\/li>\n<li>If the problem still persists, connect to another network such as your cellular GSM network. Then try to establish a VPN connection again. If you can establish a VPN connection on the other network, contact your ISP.<\/li>\n<\/ul>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"6\"  header_id=\"header-1613224874587\" id=\"header-1613224874587\" style=\"\" class=\"accordions-head head1613224874587 border-none\" toggle-text=\"\" main-text=\"I get a &quot;Server is not responding.&quot; or &quot;Connected party did not properly respond.&quot; error. What should I do?\">\r\n                                    <span id=\"accordion-icons-1613224874587\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224874587\" class=\"accordions-head-title\">I get a \"Server is not responding.\" or \"Connected party did not properly respond.\" error. What should I do?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224874587 \">\r\n                <p>Be sure you entered <strong>vpn-ng.bilkent.edu.tr<\/strong> in the VPN server address field.<\/p>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"7\"  header_id=\"header-1613224895542\" id=\"header-1613224895542\" style=\"\" class=\"accordions-head head1613224895542 border-none\" toggle-text=\"\" main-text=\"I set up a VPN connection and verified it. However, the source or database I&#039;m trying to access says I am not connected to VPN. What should I do?\">\r\n                                    <span id=\"accordion-icons-1613224895542\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1613224895542\" class=\"accordions-head-title\">I set up a VPN connection and verified it. However, the source or database I'm trying to access says I am not connected to VPN. What should I do?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1613224895542 \">\r\n                <p>For Apple macOS:<\/p>\n<ul>\n<li>Check the option \u201cSend all traffic over the VPN connection\u201d box under the \u201cAdvanced\u201d settings option of the VPN setup screen.<\/li>\n<\/ul>\n<p>For Microsoft Windows:<\/p>\n<ul>\n<li>Right click the \"Start\" button and select \"Network Connections\"<\/li>\n<li>Click \"Change adapter options\"<\/li>\n<li>Right-click the VPN connection and select \"Properties\"<\/li>\n<li>Click the \"Networking\" tab, select \"IPv4\" from the list and click \u201cProperties\"<\/li>\n<li>Click \"Advanced\" and make sure \"Use default gateway on remote network\" is checked<\/li>\n<\/ul>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"8\"  header_id=\"header-1616240319186\" id=\"header-1616240319186\" style=\"\" class=\"accordions-head head1616240319186 border-none\" toggle-text=\"\" main-text=\"I&#039;m connected to another institution&#039;s network and trying to establish a VPN connection. I get a &quot;The VPN server is not responding.&quot; error. What should I do?\">\r\n                                    <span id=\"accordion-icons-1616240319186\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1616240319186\" class=\"accordions-head-title\">I'm connected to another institution's network and trying to establish a VPN connection. I get a \"The VPN server is not responding.\" error. What should I do?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1616240319186 \">\r\n                <p>The problem may be due to the access restrictions of the network you are connected to. To verify this status, try to establish a VPN connection again after connecting to another network. For example, share your mobile\/GSM network with your computer. If you can establish a VPN connection while connected to your GSM network, contact the IT department of your current institution.<\/p>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"9\"  header_id=\"header-1624353404631\" id=\"header-1624353404631\" style=\"\" class=\"accordions-head head1624353404631 border-none\" toggle-text=\"\" main-text=\"I can establish a VPN connection, but after a short time, the VPN connection disconnects automatically. What should I do?\">\r\n                                    <span id=\"accordion-icons-1624353404631\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1624353404631\" class=\"accordions-head-title\">I can establish a VPN connection, but after a short time, the VPN connection disconnects automatically. What should I do?<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1624353404631 \">\r\n                <p>If services such as firewall or antivirus programs are running, terminate or remove them and try again.<\/p>\n            <\/div>\r\n    \r\n            <div post_id=\"285\" itemcount=\"10\"  header_id=\"header-1671006276965\" id=\"header-1671006276965\" style=\"\" class=\"accordions-head head1671006276965 border-none\" toggle-text=\"\" main-text=\"I cannot establish an OpenVPN connection on GNU\/Linux. (Ubuntu, Debian etc.)\">\r\n                                    <span id=\"accordion-icons-1671006276965\" class=\"accordion-icons\">\r\n                        <span class=\"accordion-icon-active accordion-plus\"><i class=\"fas fa-chevron-up\"><\/i><\/span>\r\n                        <span class=\"accordion-icon-inactive accordion-minus\"><i class=\"fas fa-chevron-right\"><\/i><\/span>\r\n                    <\/span>\r\n                    <span id=\"header-text-1671006276965\" class=\"accordions-head-title\">I cannot establish an OpenVPN connection on GNU\/Linux. (Ubuntu, Debian etc.)<\/span>\r\n                            <\/div>\r\n            <div class=\"accordion-content content1671006276965 \">\r\n                <ul>\n<li>Verify that you are using the <a href=\"https:\/\/vpninfo.bilkent.edu.tr\/wp-content\/uploads\/2024\/09\/bilkent.ovpn\">valid OpenVPN configuration file<\/a>.<\/li>\n<li>Verify that you are executing the openvpn command with \"sudo\".<\/li>\n<li>Verify your openvpn client version by typing \"openvpn --version\"<\/li>\n<li>Verify that you are using openvpn 2.x. Do not use openvpn 3.x.<\/li>\n<li>If the version is 2.6,\u00a0 the problem might caused by a bug: <a class=\"moz-txt-link-freetext\" href=\"https:\/\/bugs.launchpad.net\/ubuntu\/+source\/network-manager-openvpn\/+bug\/1993634\">https:\/\/bugs.launchpad.net\/ubuntu\/+source\/network-manager-openvpn\/+bug\/1993634<\/a><\/li>\n<li>If the problem is \"openvpn client 2.6 bug\":\n<ul>\n<li>Remove the openvpn client package. (e.g. \"sudo apt remove openvpn\")<\/li>\n<li>Download the openvpn-2.5.5 package. (e.g. <a href=\"https:\/\/launchpad.net\/ubuntu\/jammy\/amd64\/openvpn\/2.5.5-1ubuntu3\">https:\/\/launchpad.net\/ubuntu\/jammy\/amd64\/openvpn\/2.5.5-1ubuntu3<\/a>)<\/li>\n<li>Install the downloaded package. (e.g. On the package directory, execute \"sudo apt-get install .\/openvpn_2.5.5-1ubuntu3_amd64.deb\")<\/li>\n<li>Mark the installed package for \"not to be updated.\" (e.g. \"sudo apt-mark hold openvpn\")<\/li>\n<li>Try to connect to the VPN service again. (e.g. \"sudo openvpn bilkent-2022.ovpn\")<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n            <\/div>\r\n    <\/div>\r\n\r\n\r\n\r\n            <\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>TROUBLESHOOTING Verify that you have a valid Bilkent VPN account from the VPNRegister. Verify the settings you made for your device using the OS-specific instructions. Check the list of frequently asked questions below for a possible resolution to problems you are experiencing. FREQUENTLY ASKED QUESTIONS<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-282","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=\/wp\/v2\/pages\/282","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=282"}],"version-history":[{"count":12,"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=\/wp\/v2\/pages\/282\/revisions"}],"predecessor-version":[{"id":479,"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=\/wp\/v2\/pages\/282\/revisions\/479"}],"wp:attachment":[{"href":"https:\/\/vpninfo.bilkent.edu.tr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=282"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}