My VPN connection isn't working, what can I try? (Mac)

Are you connected to Eduroam?

• Being connected to Eduroam will cause the VPN connection to fail
• If you are connected to Eduroam you do not need to connect to the VPN. You can access resources or connect to your M drive without it

Is the time correct on your device?

• The Time Zone needs to be correct on your computer as well as your authentication device
• The time is used when generating and using One Time Passwords. If it is incorrect on either device the connection will fail
• To change time settings in Mac OS:
  • Open the system preferences
  • Navigate to Date & Time

Are you using the correct credentials?

• To connect to the VPN you need to authenticate twice
• The first step uses your Aber username and password (Just your username, not your full email address)
• The second step uses the One Time Password generated by your authenticator device
• How do I set up Multi Factor Authentication if I have not already?

I am off campus, how can I set up Multi Factor Authentication?

• Contact Information Services
• We will give you an initial One Time Password that you can use to connect to the VPN
• This password will work once, and gives you the opportunity to set up the authenticator for yourself
• Once your authenticator is setup, you do not need to contact Information Services for another One Time Password – your newly setup authenticator will generate codes whenever you need them

Can I use the same authenticator I use for Office 365?

• You can use the same app, but the codes used to access Office 365 off campus and the VPN are not the same
• In the authenticator app, codes for VPN are called Aber by default
• Codes for Office 365 use your full @aber.ac.uk email address and are Work or School accounts

Are you using the correct Portal Address?

• The portal address for the VPN is: gp-vpn.aber.ac.uk
• You will be prompted to enter this the first time you connect
• To check your portal address:
  • In Mac OS, Global Protect should run automatically in the background
  • Click the Globe icon from the top bar
  • Click the Cog icon and open the Settings menu
  • In the General tab, make sure the Portal Address is correct

Can I swap authentication device?

• Before swapping to a new mobile device, follow steps in the FAQ to enrol a new token on the new phone, before wiping your old one
• If your previous authenticator device is inaccessible, Contact Information Services

Global Protect rejects the OTP every time

• Sometimes the OTP is not accepted initially, this can often be resolved by trying a few times
• If the OTP continues to be rejected, make sure your time settings are correct as detailed above
• If they are correct and the OTP is still rejected:
  • Click the Globe Icon from the top bar
  • Click the Settings Cog
  • In the general tab, click Sign Out
• Login again to Global Protect again and attempt to connect again
• If after this the issue persists, Contact Information Services

 

Is the newest version of Global Protect installed?

• Only specific versions of Global Protect run on newer versions of Mac OS (Big Sur and newer)
• Download the latest version from the FAQ

 

Has Global Protect been allowed to run?

• In Mac OS, some programs need to be allowed to run
• Global Protect will request to be allowed to run when it is installed
• To check if Global Protect has been allowed:
  
  • Open System Preferences
  • Open Security & Privacy
  • Click the Padlock in the bottom corner and provide your Mac login password
  • Click the prompt to allow Global Protect to Run

Has Global Protect been allowed through the firewall?

• Open System Preferences
• Open Security and Privacy
• Navigate to the Firewall tab
• Click the Padlock in the bottom corner. It will ask for your Mac login password
• Click Firewall Options
• Click the + icon and find Global Protect
• Click Add
• Make sure Global Protect is set to Allow incoming Connections

Has Global protect been granted the other permissions it needs?

On newer versions of Mac OS (Big Sur and newer) all software must request permissions to parts of the operating system to run correctly.

Global Protect will request these permissions the first time you run it. They must all be granted so it can run.

To check if they have been granted:

• Open System Perferences
• Navigate to Security and Privacy
• Open the Privacy Tab
• Click the padlock in the bottom corner. It will ask for your Mac login password
• Locate Full Disk Access
• Click the + and select Global Protect

Global protect also requests access to Keychain Access to create and store credentials in MacOS Big Sur and newer.

• If access to Keychain Access is not granted the first time the software is run it will not work
• It will prompt every time you try to use it if access is not granted