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This page provides troubleshooting information for users attempting to configure SURA on Windows 10 devices. Additional information about SURA, including links to download, are available on the Configuring VPN on Windows (SURA) page

Looking for VPN on macOS? Additional details about remote connections, including configuring VPN on macOS, can be found on the Remote Access Home page


SURA Connection Errors and Resolutions

The following error messages are sometimes encountered when people use the University's VPN configuration tool, SURA.



Error 619 WIL Extender/Service Has Not Been Started

Users experiencing this error should start the service by opening the Services Control Panel using the steps below:

1. Open the Control Panel

2. Click on Administrative Tools

3. Click on Services

4. Locate IPSec Services

5. Right click

6. Select Start

If the service does start and continues to run, re-run the VPN configuration tool.

If the service does not start, follow the steps directly below this section.



Error 1747

Users should follow the steps below if the above steps resulted in the service still not function properly and received 'Error 1747'. The following steps will install the Client for Microsoft Networks.

1.Open Network Connections Properties

  a.Open the Control Panel

  b. Click on Network Connections

  c. Right click on Local Area Connection

  d. Select Properties

2. In Local Area Connection Properties

  a.Select Install

  b.Highlight Client

  c. Click Add

  d. Select Client for Microsoft Network

  e. Click OK

  f. Click Close

  g. Restart Computer

3. After the computer has restarted do the following:

  a. Open the Control Panel

  b. Click on Administrative Tools

  c. Click on Services

  d. Locate IPSec Services

  e. Verify the service has started

4. Open the Syracuse University VPN configuration tool

5. Enter NetID and password

6. Connect



Error 786

Users attempting to connect to SURA may receive error 786 in the connection status window. This error commonly results from a firewall or Internet Security Suite that is installed on the computer. User should attempt to resolve this by performing the following resolutions in order until connection is successful. 

Resolution One: The following software packages require a rule modification to allow VPN traffic.

  • McAfee Personal Firewall/McAfee Internet Security 2007
  • Computer Associates EZ Armor Firewall/Computer Associates Internet Security Suite 2007
  • ZoneAlarm Firewall/ZoneAlarm Internet Security Suite
  • Norton Internet Security Suite (versions prior to 10.4.0.13 on Windows XP)

Resolution Two: If no third-party firewall software is installed on the computer, check to see if the software is installed on routers to which you may be connecting your computer. Update the router software to the latest firmware available. Be sure that the router firewall is configured to allow IPSec pass through.

Resolution Three: If the above conditions do not exist, you may need to reset your IP. To do that, follow these steps:

1. Click Start/Run

2. Type in: netsh int ip reset c:\resetlog.txt

3. Click Run

4. Restart the computer

5. Verify VPN connectivity after restart



Error 768/Failure to Encrypt Data

Users connecting to SURA and receive error 768 will commonly see the message "The connection attempt failed because of failure to encrypt data. For customized troubleshooting information for this connection click Help." Users will this error should start IPSec Services by using the following steps to Open the Services Control Panel:

1. Open the Control Panel

2. Click on Administrative Tools

3. Click on Services

4. Locate IPSec Services

5. Verify service has started, if not,

6. Right click IPSec Services

7. Select Start

8. Verify service startup type is Automatic



Error 720

Users connecting to SURA and receive error 720 will commonly see the message "A connection to the remote computer could not be established. You might need to change the network settings for this connection." This message is commonly related to the device's network adapters. Users should perform the following steps and then attempt reconnection:

1. Open Device Manager (found easily in the pop-up menu by holding the windows key + 'x')

2. Locate and expand the 'Network adapters'

3. Right click each WAN Miniport adapters and click Uninstall Devices. Note that you must do this for each adapter.

4. Once all WAN Miniport adapters have been removed, click Action > Scan for hardware changes.

5. The Wan Miniports should all now reappear. 



Error 623/Phone Book Entry

Users connecting to SURA may receive error 623 with the message "The system could not find the phone book entry for this connection." This is commonly an issue related to the application or configuration of the SURA app. In many cases, re-installation should resolve the issue. In some cases, users may need to clear their application data folder. Follow the steps below. 

1. In SURA, click Tools > Uninstall Syracuse University Remote Access. 

2. Next, simply download the latest version with the instructions found on the Configuring VPN on Windows (SURA) page.

3. Relaunch SURA. If you are still unsuccessful, perform the next steps. 

4. Open the Windows File Explorer and locate the application data folder (ex. C:\Users\<yourprofilename>\AppData\Roaming\SURA). Note that the AppData folder is often hidden by default. Simply click on View and ensure Hidden Items is checked. 

5. Once located, delete the folder, restart your computer, and relaunch SURA. 



Error 769/Specified Destination Is Not Reachable

Users connecting to SURA may receive error 769 with the message "The specified destination is not reachable. For customized troubleshooting information for this connection, click Help."  This error is caused by the computer not having an active network connection. Connect the computer to a wired or wireless network and re-launch VPN.



Error 691/Access Was Denied

Users connecting to SURA may receive error 691 with the message "Access was denied because the username and /or password was invalid on the domain." Users receiving this error should follow the steps below:

1. If you have moved to Active Directory (AD), reset your password through the NetID self-service page.

2. If you do not know whether you have an AD account, contact the appropriate support personnel at the bottom of this page based on your affiliation to the university. 



Error Host Not Found

Users connecting to SURA may receive an error with the message "Host Not Found". This is often associated to an outdated or corrupt installation of the SURA soft client. Users should simply uninstall SURA and reinstall. 

1. In SURA, click Tools > Uninstall Syracuse University Remote Access. 

2. Next, simply download the latest version with the instructions found on the Configuring VPN on Windows (SURA) page.



Getting Help

For support of the information above:

Faculty and Staff: Contact your academic or administrative IT support personnel.

Students: Contact the ITS Help Desk by calling at 315-443-2677, by emailing help@syr.edu, or by stopping into 1-227 CST.

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