Skip to content Skip to navigation
See our Campus Ready site for most up to date information about the fall semester.Campus ReadyCOVID Help

VPN FAQ

I was unexpectedly disconnected from VPN. What do I do?

In the event you lose VPN connectivity, you will want to check the following;

  • Verify that you have internet connectivity
  • Check the status of your VPN connection  (Win)  (Mac)

You can do this by hovering or double clicking on the icon in your system tray. If you are connected via a mobile device you will want to open the VPN client .

Windows System Tray 

Mac System Tray

By default, the UC Merced VPN client will retry the connection until it is able to reestablish the connection back to the VPN gateway. 

If you have confirmed that you have internet connectivity and you are NOT able to connect using the UC Merced VPN client, please contact the UC Merced OIT Service Desk for further instructions.

I have a reliable connection to the internet and cannot connect to VPN. What can I do?

In the event you have a reliable connection and cannot connect to the VPN, there are several things you can do:

  1. Confirm 2FA is setup. For more information, click here.
  2. Ensure you have your 2FA device with you for checking DUO push notifications.
  3. Confirm the new VPN client is intalled on your preferred device. For more information, see "How to Install and Connect".
  4. Check your phone for a DUO push notification. In many cases, DUO pushes will be automatic.
  5. Lastly, visit the DUO Status Page at https://status.duo.com and verify that the DUO service is working. If the DUO service is down, please wait until the service outage has been restored and try again.

If you have confirmed that you don't have a DUO push notification and the DUO service is operational and you are still not able to connect using UC Merced’s VPN, please contact the UC Merced OIT Service Desk.

I am traveling and I will need VPN access. How do I prepare?

Please contact the OIT Service Desk in person or at (209) 228-4357. They can answer any questions you may have. If you would like, you can also schedule a consultation appointment using the RUFUS TIME application.

While I'm connected to UC Merced's VPN service, I’m unable to access a resource that I can normally access while not connected to VPN. What do I do?

Resources that are currently available with UC Merced's VPN are:

  • Banner/Cognos
  • California Digital Libraries (CDL)
  • General Internet Connectivity
  • Campus Printing (when off-campus)

We make great efforts to ensure there is a smooth transition between VPN services, but unfortunately we may have missed a few resources. In order to ensure prompt access to resources while using UC Merced’s new VPN client please create a problem ticket in Service Now or contact the OIT Service Desk at (209) 228-4357.

How long can I stay connected to VPN?

VPN sessions with no activity for 3 hours will be automatically logged out. A single (active) VPN session is limited to 30 days.

Can I establish a VPN connection from more than one computer at a time?

One user can have a single session signed-in from multiple devices.

As a reminder, be sure to follow login best practice by completely signing-out of the VPN service and logging off your data computing device when not in use.

My VPN client shows I am connected, but I cannot reach any resources.

Please disconnect and re-connect to VPN and try again. Rebooting or restarting the device is highly recommended before contacting the OIT Service Desk (209) 228-HELP (4357).

Who do I contact if I’m having problems?

I tried to uninstall the VPN but it didn't work. What should I do?

Please contact the OIT Service Desk (209) 228-HELP (4357) or Report a Problem via ServiceNow here.

Does VPN offer virus protection?

No. The VPN provides security by encrypting and decrypting data that passes through a VPN connection; it does not offer protection from viruses or other malware.

I use Argus VPN to connect to Administrative Systems. Will the new VPN client allow me to connect to these systems?

The new VPN service is only replacing Janus VPN service at this time. Argus will continue to function as normal.

What happens to my VPN access, if I no longer work for UC Merced?

If you no longer work or go to UC Merced, you will no longer be able to access UC Merced's VPN service.

Can I use VoIP, when connected to VPN?

Yes. Connection to the VPN service will not prevent you from using VoIP services.

Do I have to sign-in each time I use the VPN service?

Once you've signed in for the first time, your credentials will be locally saved to your device for 12 hours. If you disconnect and connect again during this time span, you will not need to sign-in. However, if you are using a shared computer, it is highly recommended that you 1) disconnect your VPN connection and 2) sign-out from the VPN client.