Wef Date 2nd June 2022 CODC IT Infra team

Guidelines to check and try to fix the

Current* VPN issue
Ver 1.0

HCL Technologies Ltd. HCL-CISCO ODC 2022. All rights reserved.

This document contains proprietary information of HCL-CISCO ODC. No part of

this document may be reproduced, stored, copied, or transmitted in any form or
by means of electronic, mechanical, photocopying or otherwise without the
express consent of author. This document is NOT for any circulation.

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 1
 Wef Date 2nd June 2022 CODC IT Infra team

Revision History

Vers From To Description Author Reviewed &

ion Approved By
1.0 2nd Jun 2022 Current* VPN Srinivasan
issue Kuppusamy

Table of Contents

PAGE
TOPIC NAME
NUMBER
STEP: 1 3-4
 (To check the status of the system health)
STEP: 2 5
 (To check Duo app and last check status)
STEP: 3 6-9
 (Steps to check the VPN connectivity and to raise a case if required)

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 2
Wef Date 2nd June 2022 CODC IT Infra team

Just prepared some of the basic steps to follow, check and fix the current* VPN issue

Step: 1

Check your system health status:

1. Browse: https://ontrack.cisco.com/

If you are prompted with the below window, please click start to update your security software.

After check is completed, you will get one of the below windows.

(a). If your system is healthy, you will get the below window, proceed with step 2

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 3
Wef Date 2nd June 2022 CODC IT Infra team

(b). If your system is not healthy, you will get the ‘alerts’. Check the ‘Alerts Detected’ table and follow
the instructions popping up and try to fix it.

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 4
Wef Date 2nd June 2022 CODC IT Infra team

Step: 2
If you have installed Duo app in your system, please follow the below instructions.

Click the ‘arrow’ button and check ‘Duo’ app is installed in your machine?

 If yes, click ‘Duo’ app icon as mentioned below,

you will get the below screen. Click preferences and click ‘Check now’ button and follow the steps to
update/ upgrade. Once it is completed, please check the ‘last check status’ (Underlined in green).

Once the above step is completed, proceed with Step 3

If no, please send a mail to lit-chennai-team-sdb-7@cisco.com; codc-infra-team@cisco.com.

and follow-up with the team to have/ install it. Please use the Subject ‘My SYSTEM HEALTH to be
checked and fixed’

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 5
Wef Date 2nd June 2022 CODC IT Infra team

Step: 3
Now connect to your VPN - with whatever profile you are using.

Check whether you are connected to the VPN, System Scan is compliant and Roaming Security Umbrella
is active. If everything is good, try to access your devices.

If still you are not able to connect to the VPN/ connect the devices even after connecting to the VPN,
please try ‘Bangalore GEM VPN1 / Bangalore GEM VPN2’ profile.

If you do not have access to the above profiles, please ask your Supervisor/ RM to raise a case in
‘oneaccess’.

Link: https://oneaccess.cisco.com/home.jsf

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 6
Wef Date 2nd June 2022 CODC IT Infra team

 Click manage user Access.

 Type the user ID to whom you need the Gem access and click search button.

 Click the Check Box and click Next button.

 IMPORTANT NOTE: Please raise only if the user is facing issue in VPN connectivity.

For Chennai and Bangalore Non-JBU users (GPE), use hcl18-in UBVPN profile.
For Chennai JBU users, use hcl15-in UBVPN profile.
For Vijayawada Non-JBU users (GPE), use hcl8-in UBVPN profile.

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 7
Wef Date 2nd June 2022 CODC IT Infra team

 Click check box and click next button

 If the user is already mapped in that UPVPN ID, you will get the below notification

 Review and submit

The request will go to your CPM for the approval. Please follow-up with your CPM to get it approved.
Once it is approved, it will take few hours to be provisioned, so please wait till then. Please use either
one of the below profiles and check the connectivity.

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 8
Wef Date 2nd June 2022 CODC IT Infra team

‘Bangalore GEM VPN1 (bgl13-gem-ubvpn-gw1a.cisco.com)’ (or)

‘Bangalore GEM VPN2 (bgl13-gem-ubvpn-gw2a.cisco.com)’ profile.

 If you can be able to connect this profile, please try checking your tools/ servers/ devices.

 If you are not able to connect, please raise a case in srm.cisco.com and share the case ID with
the issue description to lit-chennai-team-sdb-7@cisco.com; codc-infra-team@cisco.com. Please
use this as a Subject ‘Tried with the given steps, but ISSUE NOT YET RESOLVED’

 IMPORTANT NOTE: IF YOU ARE FACING SOME OTHER ISSUE RELATED TO VPN CONNECTIVITY
WHICH WE HAVE NOT DISCUSSED ABOVE, PLEASE RAISE A SERVICE-NOW CASE (srm.cisco.com)
AND SHARE THE CASE ID WITH THE ISSUE DESCRIPTION TO THE BELOW MENTIONED MAIL
ADDRESS. Please use this as a Subject ‘Tried with the given steps, but ISSUE NOT YET
RESOLVED’

lit-chennai-team-sdb-7@cisco.com; codc-infra-team@cisco.com.

- The end -

Yr2022 - Doc number: VPN issue-001, Version: Ver1.0 HCL-Cisco ODC -Confidential (Not for circulation) 9