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FAQ - Internet Services

Common Internet Problems

Wireless Troubleshooting

Troubleshooting VPN

Here are a number of things to consider if you are experiencing trouble using your VPN client.

Dial-Up Internet

Internet Costs

Common Internet Problems

I'm connected to the internet but cannot seem to browse outside the University.
This problem generally occurs when your browser hasn't been setup to use the web browsing proxy servers that the University uses. Proxy instructions can be accessed under the “Internet Services” section of this site.

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I'm using the University Network but I can't connect with one of my Internet programs.
Users connecting from inside the University network may find that they are unable to use any programs other than web browsers to access external servers. This causes problems with people trying to use programs such as MSN, ICQ, AIM, SKYPE, and FTP programs. A solution is to use the VPN software (use your UniKey!10 to login), which provides users with a secure tunnel in which to run programs of this nature.

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How much money do I need on my UniKey account to surf the net?
It is hard to place a time or amount on internet browsing. It really depends on the following:

  1. What type of websites you view
  2. Are you downloading images, articles etc.

Websites with a high number of images or videos etc. will use a lot more of your web usage. Simple websites that contain one or two images on the page and the majority of the page is in text will use less of your credit.

If you decide to download images, videos, computer updates etc. this will cause you to use a lot of your credit (unless downloading from a USYD website). Using video and voice messaging services like SKYPE will also use a lot of credit as well.

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I see an error message that says "Could not connect to remote gateway" – what does this mean?
This means that your (physical) network between your machine and the VPN host is broken, or the host is not responding at the moment (e.g. because it is busy with other requests, undergoing maintenance, etc.) This not an uncommon error, especially if it is encountered when trying to connect to the VPN after having just been disconnected by the host. You can often manage to connect to the VPN again after waiting ten to twenty minutes and trying again.

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When I browse external websites it takes ages to load or I end up with a "Page Not Found" or "Destination Unreachable" error message.
This is a good indication that your proxy configuration is not set to use our web-proxy. Sometimes Windows XP randomly blanks the proxy configuration so even if you have set it correctly in the past, it might have been wiped in the meantime requiring you to re-enter the proxy details before you can access the web again.
There are proxy setup guides for a number of browsers available on our site.

NOTE: You should not use the USYD web-proxy when using the off campus profile or you will be charged both by your ISP and to your UniKey account for external web traffic.

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I’m using a laptop with built-in wireless but I can’t seem to access the USYD Wireless network.
Check that the wireless card in your laptop has been enabled. Many new laptops come with a button you need to press to enable your wireless card. When it is enabled there is usually a blue light. Every time you turn your laptop on, you may need to press the button. This is usually to save power, and let your laptop work longer on battery.

Wireless Troubleshooting

Is the USYD wireless Network secure?
The basic connection is not secure. That is why access is restricted to only the wireless setup pages and https sites such as Sydney Mail and eLearning. In order to access other websites you will need to use the Cisco VPN Client.

Information and instructions on how to download the Cisco VPN Client are available in the Troubleshooting section.

You will need to connect to the Cisco VPN client every time you want to access external webpages on the wireless network.

A VPN client aims to secure a path of communication from the client machine to the VPN server. All communications between the client machine and the VPN server are encrypted, then "wrapped" with enough networking information for the intervening machines to pass the network data packets to their destination. The only part of the data that intervening machines can read is the network source and destination. Machines between the VPN server and the client cannot read the contents of the data packet.

The data is encrypted until it reaches the VPN server. The VPN server then unencrypts the data it was given by the client and sends it on to its original target.

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Is the USYD wireless Network safe?
The wireless data network [WDN] uses a radiofrequency signal to link laptop computers to the University’s main network. The technology used is basically similar to that used for the cordless phone and the mobile phone, where a radiofrequency link is established between the phone and a local base station. The WDN system and the cordless phone have base stations located within buildings in close proximity to the devices, whereas the mobile phone has the base stations located outdoors. So is it safe for people to be in areas where this WDN system is installed?

The WDN system and the cordless phone operate at a frequency of 2.4GHz, which is the same as a microwave oven. It is not valid to make comparisons between these two devices since the microwave oven is designed to concentrate its energy into the oven cavity for the purpose of heating, while the WDN system is designed to disperse its energy to provide a link to laptop computers at any point in a building. Because of this design feature, the intensity of the radiofrequency signal drops off rapidly as you move away from the WDN antenna. For example, the intensity at 1m from the base station antenna is 4% of that at 0.2m.

Another significant difference is the power at which these devices operate. A small microwave oven is 500 watts, a mobile phone is 0.6 watts and the wireless data network transmitter is a maximum of 0.1 watts.

The limit for general public exposure to Radiofrequency Fields given in ARPANSA RPS3 is located at less than 3 cm from the WDN antenna (see reference 4). In a typical configuration the user would be at least 1m away from any base station antenna.

The WDN type systems also have to pass USA FCC requirements which address interference to other electronic devices. These include implanted medical devices such as cardiac pacemakers. The findings conclude that there are no interference problems with such devices and other equipment used in the medical field (see reference 2).

It is therefore accepted that the user's exposure to emissions associated with wireless data devices, are well below recommended exposure limits.

There are several information sheets available that provide information on the safety of this type of system. They are from industry sources and the University of Western Australia:

  1. http://www.cisco.com
  2. http://www.safety.uwa.edu.au/__data/page/8820/EMFLANtalks.ppt
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I still can’t access the USYD wireless network. What can I do?
First of all, check these three settings:

  1. Check the signal strength and your proximity to a wireless access point. Wireless signal strength can vary up and down over time and from spot to spot. If possible move to where you are getting a strong signal. (Paradoxically, immediately under an access point is usually not the best spot.)
  2. Check your IP address - it should be of the format 172.16.x.x or 172.19.x.x. If you don't get such an address, you have not connected successfully.
    If you have used VPN with login!10 then you should have a 10.x.x.x IP address, this will allow you to connect to programs that require a "real" IP address such as an external mail server, or MSN Messenger.
    If you can see the access point but do not get a valid IP address you can try disabling your wireless "card", and then disabling the wireless network connection on your computer and then re-enabling them in the same order.
  3. Check your proxy settings. If you are trying to connect to the internet on Wireless, on campus or at any of the University Colleges (e.g.: SUV, St Johns), you will be required to change proxy settings to the USYD Proxy settings.
    If you are using wireless, you have the ability to use FREE CACHE, which allows 6mb of free internet viewing a day. The free cache proxy settings are http://www.usyd.edu.au/proxy-alabs.pac
    The paid cache proxy settings are http://www.usyd.edu.au/proxy.pac
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I see an error message that says "Could not connect to remote gateway" – what does this mean?
This means that your (physical) network between your machine and the VPN host is broken, or the host is not responding at the moment (e.g. because it is busy with other requests, undergoing maintenance, etc.) This not an uncommon error, especially if it is encountered when trying to connect to the VPN after having just been disconnected by the host. You can often manage to connect to the VPN again after waiting ten to twenty minutes and trying again.

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Troubleshooting VPN

Check your network connection
First of all – check the PHYSICAL connection. Make sure that no-one tripped up and accidentally unplugged your modem or (if you’re using a dial-up connection) someone in your house didn’t pick up your telephone while you're online. Also make sure your network / modem cable is firmly connected to your computer - there should be no loose movement or this might interrupt your connection with electronic noise.

If the physical connections seem okay, check that the computer is still able to communicate with the network. On a Windows computer make sure that the network icon in the task tray does not have a red cross through it; if it does, hover the mouse over it and a help balloon will tell you what Windows thinks is broken, for example, "Network cable unplugged". If there is no red cross, click the icon once then go to the [Support] tab; IP Address should consist of four numbers separated by dots but if all four numbers are zero, press [Repair]. If they are still zero after a couple of minutes you will need to contact your Network Administrator (for example departmental IT-tech, ISP support line, etc).

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Check your VPN connection
On a Windows computer there should be a locked golden padlock in the task tray to indicate you are connected and authenticated with the VPN server.

Remember that if you are connected to the VPN server for a long time or have a long period of inactivity you will be disconnected.

To reconnect, simply relaunch the VPN client program and log into the VPN again. Make sure you are using the correct profile.

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Restart, wait and try again
If you encounter a "VPN Subsystem not responding" error when trying to connect to the VPN server, a component of the VPN software on your computer is locked up. To fix this, save and close any open documents you have been working on, then restart your computer and try to connect to the VPN again.

Restarting your computer if you have difficulty connecting might resolve whatever problem was causing the glitch. Occasionally you might also need to wait a while in case the VPN server is busy with others' requests or is restarting. Service during maintenance periods may well be intermittent and unreliable, if available.

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Check your password
Password verification is case-sensitive. You need to use the same username and password to log into VPN as you use to access MyUni and Sydney Mail. If you change your password you will need to use the new password when logging into these areas.

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You may have insufficient credit
Another reason your login might be rejected by the VPN server is if your UniKey account is out of credit. You can check your balance and if necessary pay by credit card or come in person to pay by bank card or credit card at one of the Access Labs around campus.

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Your UniKey account options are not set properly
Another reason your login might be rejected by the VPN server is if you do not have the VPN and Web options enabled on your account.

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Your haven’t configured your proxy settings
There are proxy setup guides for a number of browsers available on our site.

NOTE: You should not use the USYD web-proxy when using the off campus profile or you will be charged both by your ISP and to your UniKey account for external web traffic.
Note: Windows XP randomly blanks the proxy configuration sometimes so even if you have set it correctly in the past, it might have been wiped in the meantime requiring you to re-enter the proxy details before you can access the web again.

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The installation of the VPN client was corrupt
The installation of the VPN Client on your computer may have become corrupt or might be too old. Some other program might have installed a second, conflicting VPN subsystem, such as the default optional inbuilt Windows VPN connectivity. Uninstall all VPN clients, download the most recent Cisco installer from us and install it. Detailed instructions and installation files can be found in the Troubleshooting section.

The command "uninstallvpn" can be used in OS-X to completely uninstall the VPN client prior to reinstallation.

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Contact ICT Helpdesk
If you have a complex problem or would like detailed help from the ICT Helpdesk then please send an email to . The email must include:

  • Your UniKey username (not password);
  • The type of computer you are using;
  • The Operating System and version you have (e.g. MacOS 9.2, Windows NT, Windows XP, etc.)
  • The date and approximate time you were unable repeatedly to log into the VPN; how you connect to your network (e.g. Sydney Uni LAN, residential college LAN, Faculty LAN, UniKey modem dial-up, commercial ISP, etc.);
  • The profile you use;
  • Any other information you can give to describe the problem to help us give you the most useful and accurate reply we can.

If you need immediate support with your connection difficulties, you can telephone the ICT Helpdesk between 08:00 and 21:00 AEST, Monday to Friday on +612 9351 6000.

Please ensure you have the above information available when you telephone. (International callers please be aware that during busy periods you may have to wait on hold for awhile before we can attend to your call. You will need to dial your country's exit code (often 00) followed by 61 (for Australia) then 2 (for New South Wales) before the number given: 00-61-2-93516000. Sydney is 10:00 hours ahead of GMT.)

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Dial-Up Internet

My computer says there is "no dial tone"
Firstly, check all physical connections:

  • Make sure the cable between the modem and the computer is securely attached at both ends.
  • Make sure the phone cable is securely inserted in the wall socket and that at the modem end it is securely attached to the "line" socket (it will not work if it is attached to the "phone" socket)
  • Try unplugging the cable from the back of a telephone that you know to be working, and use that with the modem.
  • If you are plugging the modem's phone cord into a double adapter try putting the modem's cord directly into the wall socket. Faulty adaptors are a very common cause for complaint (even when the telephone works when it is plugged into them!!).
  • Test the wall socket that the modem is plugged into, by plugging a telephone into it and making a phone call (listen for a crackling sound or anything else odd).
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I see an error message that says "Unable to negotiate a compatible set of protocols"
Click on Network in the Control Panel and then make sure you ONLY have

  • Client for Microsoft Networks,
  • Dial up Adapter, and
  • TCP/IP

installed and nothing more. Please refer to our dial-up setup guides if you have more trouble.

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My computer appears to be connected to the internet but Netscape / Internet Explorer will not find any sites?
First try going to a site inside the University.

You could try: http://www.usyd.edu.au for example.

If you can get there: Your network connection is fine. However you may have forgotten to put in the proxy settings.

If you cannot get there: Refer back to the setup instructions and ensure the primary and secondary DNS numbers are correctly entered.

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My Modem Disconnects after 5-10 Minutes
There are two very common causes for this complaint:

Other devices: Other phones and faxes can build up resistance on the line and cause a drop out after a few minutes. Disconnect all other devices and try again.

Call waiting: When call waiting is enabled, a tone can be heard on the line when there is an incoming call. This tone will disconnect your Internet connection.

To disable call waiting, dial #43# on your telephone, when you hear a tone and / or a recorded voice, hang up.

To re-enable call waiting once you are finished using the Internet, dial *43# on your telephone, when you hear a tone and / or a recorded voice, hang up.

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I get an error telling me that my Username or Password is Incorrect
Check you have entered the correct Username and Password. If your computer automatically enters your username and password information try deleting what is currently listed on your computer and retyping them in.

Another possibility is that your account has run out of credit. Check your account balance regularly to ensure that this is not the case. If your account has run out of credit you will need to top it up via another internet connection or in person at one of the Access Labs or Online with a Credit Card.

If you have forgotten or lost your password you will need to collect a new password from one of the Access Labs or the Helpdesk. Alternatively you may phone the Helpdesk and request that a new one be posted to your University mailing address.

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