Troubleshooting the VPN

What you can check when the VPN does not connect

Troubleshooting a AlwaysOn VPN Connection

If you experience any issues with connecting to the AlwaysOn VPN, please try a restart of your device first and if this does not fix the issue log a request in the IT Portal at lu.ac.nz/ithelp and include the following information:

Information Example Where to get it
Date and time last tried    
Public IP address 202.150.101.82 Visit www.ipchicken.com and you will see your current IP Address
Confirm your Microsoft MFA login is working Confirmed Visit portal.office.com and make sure you can login and see your email
Internal address (if you connect OK but something isn't working as expected)

C:\Users\bootr>ipconfig /all

Windows IP Configuration

 Host Name ……………...: MB3192
 Primary Dns Suffix........ : lincoln.ac.nz
 Node Type . . …………. : Hybrid
 IP Routing Enabled. ….. : No

Lots more lines


Press Windows key and start typing Command or enter Command in to the windows search box
Open the Command Prompt app

In the black command prompt window type in the following command followed by the Enter key
ipconfig  /all

note: there is a space before the “/all”
copy and paste the entire output into your call
Close the Command Prompt window
Operating System version Windows 10 Pro version 1909 Windows:

Type About in the search box and click on About Your PC , scroll down to find the version info
Who is your ISP TrustPower What company do you purchase your WiFi from
Are you using :
Fibre, ADSL, VDSL or Wireless and connect using 
Wireless or Ethernet		 Fibre / wireless  
Screen capture of any error messages