Where can I find help and assistance while off-campus?
You can contact IT.Services@lboro.ac.uk or telephone 01509 222333 for help and assistance - Monday to Friday 8:30am - 5:00pm
What IT systems can I access from home or off-campus location?
You can access many University systems from off campus, providing you have an active internet connection. You can access the Intranet, e-mail, Individual and Department's shared File Store using Web File Access. You can also use the Cisco AnyConnect VPN Client (or the Remote Working Portal) to access many University systems as you would if you were at your desk on campus. This client is installed on all IT Services Managed Windows Service laptop computers and is available as an optional application on other Windows Managed Service desktop computers. Users of other (not Managed) Windows computers, or Mac OS X, or Linux, or various mobile devices can install the Cisco AnyConnect VPN Client.
Can I access journals from off-campus?
Yes, if you use the Cisco AnnyConnect VPN Client. This client is installed on all Staff Desktop service laptop computers and is available as an optional application on other Staff Desktop desktop computers. Users of non-Staff Desktop Windows, or Mac OS X, or Linux, or various mobile devices can install the Cisco AnyConnect VPN Client.
Can I print while off-campus?
Yes, if you use the Cisco AnnyConnect VPN Client. This client is installed on all IT Services Managed Windows Service laptop computers and is available as an optional application on other IT Services Managed Windows Service desktop computers. Users of non-Staff Desktop Windows, or Mac OS X, or Linux, or various mobile devices can install the Cisco AnyConnect VPN Client.
Visit the printing webpages for information on off-campus printing. (This link will take you to the IT Services Student webpages)
How can I access my University email off-campus?
If you have a computer at home you can read your University e-mail if you subscribe to an Internet Service Provider. If your requirement is just to read e-mail while away from the University, you can use the web-based e-mail system available from anywhere.
To access your e-mail simply direct your browser to https://email.lboro.ac.uk (Staff Webmail).
If you have Microsoft Outlook installed on the computer, you can also access e-mail via the Outlook client.
How can I access voicemail and / or change my voicemail message from off-campus?
The University has a voicemail system to enable staff members to receive voice messages via their telephone extensions. It removes the need for an answer-phone and all its functions are available from a standard telephone handset. Once connected to the system, it enables messages to be left when out of the office, or optionally when the phone is engaged.
You can check voicemail messages and change the greeting message from outside the University by dialling (01509) 228282. You will then need to follow the prompts.
To email Telephone services, please click here.
What can I do if I need access to a fellow staff member's email to deal with an urgent issue in their absence?
You have two available options:
- IT Services are able to set up an auto-reply or change an existing one if the owner of the e-mail account is unable to do it themselves. This auto-reply can request that senders e-mail another nominated staff member and notify them of the recipient's absence.
- A nominated staff member will be allowed access to the e-mail account with permission from the Head of Department. Please see the Acceptable Use Policy.
For further assistance please contact IT.Services@lboro.ac.uk or telephone 01509 222333.
Can I access my individual Filestore and Workgroups from off campus?
You can access your Individual File Store, group and shared workspaces, your department's Intranet or (staff only) the Learn server by using the Cisco AnyConnect VPN client.
To use the Cisco AnyConnect VPN client you should connect to the VPN service and then map a drive as you normally would do on campus.
You can also use filePort (https://fileport.lboro.ac.uk/) which is a web browser based interface to your individual, group and shared workspaces and your department's Intranet.
What is the VPN and how can it help me use University IT systems off-campus?
VPN the Virtual Private Network, is a web based system which allows everyone at the University access to many services previously only available on-campus. No "firewall holes" are required and the system will work on different types of the computer from your home to locations around the world.
If you haven't got a client installed, you can use the Remote Working Portal at https://vpn.lboro.ac.uk.
Can I get voicemail switched off, or have the phone diverted when someone is absent?
Unfortunately you are unable to switch voicemail off, however if you are absent you may need to request for a colleague to divert your calls to a nominated member of staff . Please note: Diverted calls still allow callers to leave voicemail on the original number dialled if the call is unanswered or the phone is busy.Please see the link below for help.
Once the diversion has been set up you will need to decide how you will manage any voicemail that is left. You can reset the voicemail PIN by contacting the Telephone Services Team.
Once you have the Voicemail PIN you can divert the absent colleague's voicemail by accessing the voicemail facility and selecting options 5 then 7 from the menu and following prompts or you can regularly check their voicemail box for messages.
With the correct Voicemail PIN you can connect to voicemail from an internal number by dialling 223344 from any handset.
To ensure that IT Services does not deliver large software updates to users via broadband solutions that are subject to "fair usage" policies, we patch essential Windows and Office vulnerabilities only. Other software will be updated on return to campus.
We provide access to all IT Central Services, plus Remote Desktop and SSH (Secure Shell) access to all departments. If your department is running a local server, then we need to add that resource to our list. Please ask your local IT Support Staff to provide details through the Service Desk system.
Due to the licensing agreements in place for licensed managed software we can only grant access following a request from the member of staff managing the license server. Please ask them to check the licensing conditions and then e-mail IT.Services@lboro.ac.uk with the IP address and port number.
Why can't I access other devices on my local network (e.g networked printers, hard drives, media centres and other PCs) when connected to the VPN?
This is because Enable Local LAN access (if configured) is not enabled in your client. Please click on the relevant link below for instructions on how to enable this:
Windows XP/Vista/Windows 7
Mac OS X (go to 'Getting started - Step 1')
All of your Internet traffic goes through the VPN to Loughborough. This ensures that you can access Internet based resources such as journals and databases which could otherwise be restricted to on-campus use only. As such, please disconnect from the VPN when you do not need it and remember that when connected to the VPN you are bound by the University's IT Acceptable Use Policies.
If you have any further questions regarding this please do not hesitate to contact the IT Services' Service Desk.
When connected to the VPN using the client from a public WiFi hotspot, is my internet traffic protected from being intercepted and viewed (sniffed) by others?
Yes, other wifi users will not be able to intercept and view (in an intelligible form) your traffic while you are connected to the VPN using the AnyConnect client, as your traffic is encrypted between your client and the VPN server at Loughborough University.
The MTU of the physical adapter is too small. An MTU of at least 1374 bytes is required for an IPv6 connection. Please contact your network administrator
Firstly to resolve the problem you will need to look at your Windows configuration for networking.
1. Go to the Start Menu > Select All Programs and Accessories > Right click on Command Prompt and choose Run as Administrator (you may be prompted for your PC account's password or the username and password of an administrator at this stage).
It is very important you follow this step for changes you may need to make later.
2. In the black window which opens type the following command:
netsh interface ipv4 show subinterfaces
3. Press Enter. You will get back information similar to the below screen shot.
4. If the active interface MTU column value is greater than 1374, contact the Service Desk and raise an incident with the following information:
- Version of Windows
- Connection method (wired, wireless, 3g
- Screen shot of the information (Alt + Print Screen Button)
5. To fix the problem (if the MTU value is less than 1374) Type the following into command prompt:
netsh interface ipv4 set subinterface "__NAME OF INTERFACE__" mtu=1458 store=persistent
Name of Interface can be found from the information asked for via command prompt earlier in step 3
6. Open AnyConnect again and log into the VPN. If it doesn't work then the user should raise a service desk case detailing the following:
- Version of Windows
- Connection method (wired, wireless, 3g)
- Screenshots of the outputs of the commands detailed in the above steps and the following command
ping www.lboro.ac.uk<http://www.lboro.ac.uk> -f -l 1430
When I try to connect to the VPN using the client I get the message: "Unable to establish VPN" or "Could not connect to secure gateway". What's causing this?
We have seen issues when using various Internet Security or Antivirus programs. IT Services recommends that staff uninstall that software and install Symantec, the University's recommended antivirus and anti-malware packagefor staff. This is available free of charge to download for all staff members of the University.
It is also necessary to disable any Internet Connection Sharing facilities that may be enabled as these can stop the VPN client from establishing a successful connection.
In Windows 7 and Vista: from Start select Control Panel and then enter adapter in the search box; under Network and Sharing Centre click View network connections; right-click Local Area Network and select Properties (you may be required to enter an Administrator password); select the Sharing tab and confirm that Allow other network users to connect through this computer's Internet connection is not selected.
When attempting to connect to the VPN service why do I get the error message "Failed to Initialise Connection Subsystem"? What can I do?
This may be because Internet Explorer is running in Offline mode. Please load Internet Explorer and check the Tools menu (or File menu in Internet Explorer version 6) to confirm that "Work Offline" is not enabled. Note: if you can't see the menu, press the Alt key. If turning off "Work Offline" does not fix the problem then please contact our Service Desk for further assistance.
For security reasons, IT Services prevents sending of unauthenticated e-mails through the VPN. If your ISP supports secure authenticated sending on port 465 or 587, then change your e-mail setup to allow sending through the VPN. Information on how to do that should be on your ISP's help pages.
Otherwise, we recommend queueing your e-mail, until you disconnect the VPN, at which point your e-mails will be sent.
IT Services provide limited support for accessing and using the VPN on Linux devices. Cisco make AnyConnect available for Linux, but the officially supported list of distributions is quite small. A number of users have found the OpenConnect (http://www.infradead.org/openconnect/index.html) client works well with our VPN infrastructure. When configuring it, the server name you should use is vpn.lboro.ac.uk. If you require assistance with accessing the VPN from your Linux device please contact the IT Service Desk.
If there are connection problems (e.g. you are at the edge of availability of a wireless network), then you may see a warning message in the task bar. The client should re-connect and you can continue working.
I am using an anti-virus package which offers a secure traffic scanning feature and find that AnyConnect either does not connect or disconnects almost immediately after connecting?
The Cisco AnyConnect VPN client creates a secure network connection from your device to the University. If your traffic is passing through a device which uses techniques to intercept the encrypted connection and examine the data therein then this can either cause AnyConnect to fail to connect or to break its connection. IT Services recommends you either disable this feature or exclude traffic destined for the University's VPN service from the interception tool.
I use a secure web proxy on my device and find that AnyConnect either will not connect or frequently disconnects?
The Cisco AnyConnect VPN client creates a secure network connection from your device to the University. If you have configured your device to use a secure web proxy (also known as an HTTPS proxy) then this can cause AnyConnect to fail to connect or frequently disconnect because it is unable to to create a secure connection directly to the University. IT Services recommends you either disable this feature or exclude traffic destined for the University's VPN service from the interception tool.
To disconnect, right click the VPN icon in the System Tray and select Quit from the pop-up menu.
This will disconnect from the IT Services VPN cleanly and exit the application. Connecting again is as simple as starting the application as before.
[Note that if you click the icon, the client window will re-open with a "Disconnect" button. If you click this it does disconnect, but the application still exists in the System Tray, and you must still right-click and select "Quit" from the pop-up menu to close the application fully!]
Recently Cisco have released a new version of the Cisco AnyConnect client for Apple's iOS. The new version is currently titled Cisco AnyConnect (New) while the old version is called Cisco Legacy AnyConnect. The new version supports the modern VPN frameworks in recent versions of iOS and will become the only supported version later this year. While the old version will continue to work for now, we recommend users upgrade to the new version of the client as soon as possible to ensure they get the latest updates and features. We have updated the Mobile Configuration tool to support the new version of the client and recommend users use this to configure their device after installing the new client as the existing configuration cannot be migrated automatically.