• Linked Applications
    Loading…

How to resolve SURA/VPN installation errors.

Table of Contents

Summary

Error codes and their recommended resolutions for VPN/SURA Installation issues on Windows-based computers.

SURA will not install.

VPN Installation Errors and Resolutions

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

Error 619

Summary:

WIL Extender /Service has not been started

Resolution:

Start the service by opening the Services Control Panel using the steps below.

XP / Vista

  • Open the Control Panel
  • Click on Administrative Tools
  • Click on Services
  • Locate IPSec Services
  • Right click on service
  • Select Start

If the service starts, and continues to run, re-run the VPN configuration tool.
If the service does not start follow the steps below.

Error 623

Summary:

The system could not find the phone book entry for this connection.

Resolution:

Disable McAfee's On-Access Scan, uninstall SURA from the command line, then reinstall SURA and re-enable McAfee's On-Access Scan.

Background:

McAfee's On-Access Scan prevents SURA from creating an instance of 'rasphone.pbk' in the C:\Users\netid\AppData\Roaming\Microsoft\Network\Connections\Pbk folder on Windows Vista or Windows 7. If this file already exists in this folder, there is no problem, but if it does not, the above error occurs. Uninstalling and reinstalling SURA without disabling McAfee's On-Access Scan will not resolve the error.

Mcafee

  • Right-click on the McAfee "V" shield icon in the notification area
  • Select "Disable On-Access Scan"
  • Open a command line window by typing 'cmd' in Windows' Search box on the start menu,
  • Drag the SURA executable into the command line window
  • Add a space followed by '/uninstall' to the end of the command line and hit Enter 
  • Type 'exit' and hit Enter to close the command line window
  • Reinstall SURA by launching 'sura.exe' and logging in normally
  • Once connected, right-click on the McAfee "V" shield icon and select "Enable On-Access Scan"

Other Anti-Virus

If you are using another AV program and are having a similar issue either disable the automatic scanner or Un-install and then re-install the Av product while installing SURA. WArning You will be unprotected while your AV is Un-installed!

Error 10045

Summary:

Attempted operation is not supported for the type of object referenced

Resolution:

XP/Vista

  • Click on start-->run type CMD (push enter).
  • At the command prompt (black box) type the command - netsh winsock reset (push enter)
  • Then it will prompt you to restart the computer.
  • Restart the computer.
  • After restart
  • Open the Control Panel
  • Click on Administrative Tools
  • Click on Services
  • Locate IPSec Services
  • Right click on service
  • Select Start

Let us know if you can connect by sending an e-mail to help@syr.edu

Error 1747

Summary:

You followed the above steps but the service still does not function properly and you receive this error.

Resolution:

Install the Client for Microsoft Networks.

  1. Open Network Connections Properties
  2. Open the Control Panel
  3. Click on Network Connections## Right click on Local Area Connection
  4. Select Properties
  5. In Local Area Connection Properties
  6. Select Install
  7. Highlight Client
  8. Click Add
  9. Select Client for Microsoft Networks
  10. Click OK
  11. Click Close
  12. Restart Computer
  13. After the computer has restarted do the following:
  14. XP/Vista
  15. Open the Control Panel
  16. Click on Administrative Tools
  17. Click on Services
  18. Locate IPSec Services
  19. Right click on service
  20. Select Start
  21. Open the Syracuse University VPN configuration tool
  22. Enter NetID and password
  23. Connect

Error 678

Summary:

You may need to reset your IP, follow these steps:

Resolution:

XP/Vista

  1. Click Start/Run (For Vista, you can just click on the search bar)
  2. Enter cmd and click OK
  3. At the command prompt, type in: netsh int ip reset c:\resetlog.txt then press enter.
  4. Restart the computer
  5. Verify VPN connectivity after restart

Error 691

Summary:

"Access was denied because the username and /or password was invalid on the domain."

Resolution:
  1. If the client has moved to Active Directory (AD), reset the password through the NetID Web page.
  1. If the client does not know whether they have an AD account, Check Day1 or have them contact their school, college or departmental computing support person.

Error 768

Summary:

"The connection attempt failed because of failure to encrypt data. For customized troubleshooting information for this connection click Help. "

Resolution:

Start the IPSec Services by using the following steps to Open the Services Control Panel:

XP/Vista

  1. Open the Control Panel
  2. Click on Administrative Tools
  3. Click on Services
  4. Locate IPSec Services
  5. Right click on service
  6. Select Start

Error 769

Summary:

"The specified destination is not reachable. For customized troubleshooting information for this connection, click Help."

Resolution:

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 786

Summary:

You try to connect and receive this error in the connection status window.

This error commonly results from a firewall or Internet Security Suite that is installed on the computer.

Resolution:

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)

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.

Errors 789, 792, 809

Router

If a router is connected to the computer try downloading and installing the newest firmware for the router. You should be able to download the firmware from the manufacturers website.

XP / Vista

  1. Click Start/Run
  2. Enter cmd and click OK
  3. At the command prompt, type in: netsh int ip reset c:\resetlog.txt then press enter.
  4. Restart the computer
  5. Verify VPN connectivity after restart

XP / Vista - Aliter

  1. Open the Control Panel
  2. Click on Administrative Tools
  3. Click on Services
  4. Locate IPSec Services
  5. Right click on service
  6. Select Start

Issues involving software that is incompatible with the University's VPN service

Summary:

Norton Internet Security 2007, Norton Internet Security 2008 and Norton 360 (Windows Vista only): The University's VPN service does not function on computers that use a Windows Vista operating system AND these Norton products.

Resolution:

1. Uninstall Norton (do not do this until you have completed step three).
2. Enable Windows Firewall
3. For staff - refer to DSP to obtain a copy of Mcafee.

Revocation Error

Summary:

Client receives the following error - The revocation function was unable to check revocation because the revocation server was offline.  (Error 0x80092013) For customized troubleshooting information for this connection, click Help.

Resolution:

Check the system clock and date and correct if needed.

 

For a more extensive list of error codes and their explanations, see Microsoft's support page.

Sources and Relevant Links

Microsoft's support page


#top