Remote Network Access - Troubleshooting
Contents
1. e Open an Internet Browser Explorer Firefox etc and type jsc fs01 or type jsc fs02 into the Address Bar and press the Enter key You should be prompted to enter your NDC network ID and password Ex jdoe or ndc jdoe Once you enter your ID and password the drive should open If you get an error you may need to disable any Firewalls you may be running and then try again See previous section for additional information on disabling Firewalls Once you verify you can get to the above drives try accessing the other servers drives you were previously trying to access If you are still unable to access the servers drives contact the administrator of that server drive for additional assistance The administrator may need to re configure the server to allow you to connect to it with the new Network Connect VPN client e The server you are attempting to access may be temporarily unavailable it may have crashed had a power failure etc which would prevent people from accessing it you may need to contact the administrator of the server to determine if it is unavailable e If you are attempting to access files on your work Workstation verify your work computer is turned on and that you have the correct computer name If you get an error you may need to disable any Firewalls you may be running See previous section for additional information on disabling Firewalls Note While connected to the WSTF network through a VPN connection you2. as well as any pop up blockers that may be running in your Windows System Tray by the clock on your monitor To disable the pop up blocker in Internet Explorer click the Tools menu then click Pop up Blocker If you see Turn Off Pop up Blocker click it otherwise the blocker is already disabled If you do not see Pop up Blocker under the Tools menu you are not running the version that includes the pop up blocker To disable the pop up blocker in Safari click the Safari menu and make sure Block Pop Up Windows is unchecked c Goto the WSTF VPN website again https vpn wstf jsc nasa gov and sign in with your NDC ID and password After clicking the Sign In button look for the Microsoft Information Bar just below the Address Bar in your browser If the Information Bar appears you will need to click on it and allow ActiveX to be installed Fie Edt View Favorites Too Heb a O O Wid Seach p Favortes 2 Address 48 https vpn wstf jsc nasa gov v Ela urs To help protect your sacurty Internet Explorer blockad this ste from downloading X files to your computer Click here for options St d Once the Start button appears click it to launch your connection You should get several pop up windows asking you to accept the download of software and or certificates etc Accept ALL pop up windows click the Allow option Yes Run or Allow etc After clicking the Start button on the VPN website it should
3. documentation or contact your own Technical Support person for assistance Windows Firewall k Click the green Start Menu button on your Windows Task Bar not the Start button on the VPN website ii Click Settings then click Control Panel If you do not see Settings go directly to Control Panel iii If you see Pick a Category click the link on the left that reads Switch to Classic View iv Double click the Windows Firewall icon If you do not have the Windows Firewall icon you do not have the version of Windows that includes this feature v Verify the Off option is selected vi Click the OK button to close the Firewall window then close the Control Panel You can switch back to Category View once you have completed these instructions by clicking the Switch to Category View link Do you have any of the following programs running on your computer Bonjour by Apple included with iTunes Adobe software etc Also called zero configuration networking This software interferes with the VPN client s ability to establish a connection and must be disabled before you can connect to the WSTF network Consult your product documentation or your own Technical Support person for assistance Click here for instructions on how to disable and re enable the Bonjour software on Windows XP DING by Southwest Airlines This software must be disabled before you can connect to the WSTF network Consult your product documentation
4. must be closed on your work computer in order to access your Personal Folders Your Folders cannot be opened on multiple computers at one time e You may need to disable any software firewalls currently running on your computer See Section 5 under Can t Connect to the WSTF Network above for additional information on disabling Firewalls e Personal folders on your Windows workstation using Outlook cannot be accessed from a Mac computer connected to the WSTF network using Entourage If you have any further problems or questions please contact the IRD Customer Support Center at 281 244 6367 or by email at jsc irdcspt nasa gov
5. or your own Technical Support person for assistance See the Southwest Airlines DING FAQ website for assistance Sprint SmartView By default the Sprint SmartView has an option called Connection Maintenance It can be found under Tools Options Rules Engine Connection Maintenance must be set to Maintain established connection not the default of Disconnect if any other connection available Additional third party software may be interfering with your ability to connect to the WSTF network however you will need consult your product documentation or your own Technical Support person for assistance Are you connected to the Internet using one of the following Internet Service Providers ISPs AOL Earthlink Verizon Any other ISP that uses web accelerator software d Web accelerator software can interfere with the Network Connect software and may need to be disabled in order for you to connect to the WSTF network Consult your product documentation or contact your own Technical Support person for assistance Can t Access Network Resources Internal Web sites Network Drives Servers Your Hard Drive e f using a high speed connection verify you are connected to the Internet through your personal Internet Service Provider e Verify you are connected to the WSTF network If you can access hitp www1 wstf nasa gov you are connected If you cannot access it review the section above under Can t Connect to the WSTF Network
6. Remote Network Access Troubleshooting Contents Can t Connect to the WSTF Network Can t Access Network Resources Can t Access Work Email from Remote Location Can t Access Outlook Personal Folders from Remote Location Can t Connect to the WSTF Network ale 2 3 Are you not able to access the WSTF VPN website https vpn wstf jsc nasa gov o If using a PC verify you can currently access public web pages Example http www yahoo com o Ifyou are not able to get to public websites you must first resolve that problem Consult your Internet Service Provider or your own Technical Support person for assistance Are you getting an error stating you are not allowed to sign in a You may not have the permissions needed to connect to the WSTF network If you do not know if you have the correct permissions contact the Enterprise Service Desk ESD and ask them if you are a member of the WT GG WSTF VPN Clients group This is permissions group necessary for all dial in VPN users Enterprise Service Desk ESD 281 483 4800 or 1 866 319 2997 If you are not a member of the WT GG WSTF VPN Clients group you will need to request VPN permissions through IdMAX hitps idmax nasa gov in order to be added to it Click here for instructions on how to write the request or contact IRD Customer Support Center at 281 244 6367 option 3 Are you getting a error stating invalid username or password Anva primary username or pas
7. have not been set for the token If you have never set a PIN before please see How to Connect Using VPN Your token may be locked or you may need a token PIN reset Contact the Enterprise Service Desk ESD at 281 483 4800 option 4 4 Have you signed into the WSTF VPN website https vpn wsif jsc nasa gov and clicked the Start button but the page just states Please wait Verify you are not already connected to the WSTF network f you see a yellow padlock icon by the clock on your monitor you are successfully connected and should be able to access internal WSTF website such as http www1 wstf nasa gov T a If you are connected you can close your internet browser window Note Closing your internet browser window will not disconnect you from the WSTF network f you do not see the padlock icon continue to the next step a During your initial setup use only Internet Explorer or Safari on Mac Do NOT attempt to use Firefox to set up your connection for the first time You can use Firefox after you have connected to the WSTF network b In order for the Network Connect software to install properly it is necessary for you to disable all pop up blockers the first time you log into this site on a given machine You must also disable the pop up blockers that are included with any toolbar software Google toolbar Yahoo toolbar Earthlink toolbar etc and the pop up blocker in Internet Explorer or Safari
8. only take 1 2 minutes for the Network Connect software to be configured and for you to be connected to the WSTF network It may take longer if you have an slower computer but it should not take more than 5 minutes e If it appears to be stuck on a particular pop up message try moving that message to see if another message popped up behind it and is waiting for you to respond to it 5 6 7 Once you see the yellow padlock icon by the clock on your monitor you are successfully connected and can close your internet window closing your internet window will not disconnect you from the WSTF network If it appears to be stuck on the Please wait screen you may need to close all internet browser windows and try again beginning with Step 4b Note On Mac you will need to go to the Safari Menu and select Quit Safari to close all windows Do you have a Router or Firewall on your home network Hardware Router or Firewall such as Linksys or D Link The router may need to be configured to allow a connection to the WSTF network Consult your product documentation or your own Technical Support person for assistance Software Firewall such as Zone Alarm or Norton Personal Firewall The firewall software may need to be temporarily disabled or shut down while you are connected to the WSTF network You can usually turn off software firewalls by right clicking the icon in the System Tray by the clock on your monitor Consult your product
9. page https webmail nasa gov Note you can access this web page from any computer that can access the public internet You do not need to be connected to the WSTF network to access the Outlook Web Access site o If you are unable to log into Webmail you may be entering the wrong ID and or password your password is expired or your email server may be unavailable Contact the Enterprise Service Desk ESD at 281 483 4800 option 3 and ask them to verify that your NDC domain account is not locked and your password is not expired A representative can then unlock or change your password for you and make sure they do not set it to expire on the next logon attempt Once the ESD unlocks your account or changes your password for you verify you can log into the Outlook Web Access site before releasing your call from the ESD if possible Once you confirm your ID and password are working try viewing your email using MS Outlook Can t Access Outlook Personal Folders from Remote Location e f using a high speed connection verify you are connected to the Internet through your personal Internet Service Provider Verify you are connected to the WSTF network If you can access htip www1 wstf nasa gov you are connected If you cannot access it review the section above under Can t Connect to the WSTF Network e Outlook must be configured to open your work e mail e f you are using another workstation your home computer for example Outlook
10. sword Make sure you are entering your current NDC ID and password into the login prompt If you have a NASA email account try logging into the Outlook Web Access OWA page htips webmail nasa gov Note You can access this web page from any computer that can access the public internet You do not need to be connected to the WSTF network to access the Outlook Web Access site If you are unable to log into Webmail you may be entering the wrong ID and or password or your password is expired Contact the Enterprise Service Desk ESD at 281 483 4800 option 3 and ask them to verify that your NDC domain account is not locked and your password is not expired A representative can then unlock or change your password for you and make sure they do not set it to expire on the next logon attempt Once the ESD unlocks your account or changes your password for you verify you can log into the Outlook Web Access site before releasing your call from the ESD if possible Did the Enterprise Service Desk change your password for you Ask them to set your new password again They may have made a typo when they set your password for you a Invalid secondary username or password Verify that you are entering your token PIN then the 8 digit code on the front of your token PINs must be 8 characters with at least 1 lower case alphabetical letter and were set the first time you connected to VPN An incorrect PIN is being entered A PIN number may
11. will no longer be able to access resources on your local network Example You will not be able to access files on another computer on your home network or print to a local printer Can t Access Work Email from Remote Location e f you are attempting to use Outlook Web Access OWA to view your work email contact the Enterprise Service Desk ESD for assistance at 281 483 4800 option 3 or 866 319 2997 e f you are using Microsoft Outlook to view your work email the NASA NOMAD Exchange must be configured on one of the following clients o PC Outlook 2003 or newer o Mac Entourage 2004 or newer Outlook 2011 or Apple Mail e f you have not already configured an email client see the following internal web page for instructions o Outlook on PC http nomadinternal nasa gov nomad documents Outlook_2007_Configuration pdf o Entourage 2008 on Mac http nomadinternal nasa gov nomad documents Entourage_2008_and_EWS_Setup pdf o Apple Mail http nomadinternal nasa gov nomad documents Apple_Mail_Configuration pdf e You will not need to connect to the WSTF network before attempting to view your email in your Inbox your Outlook Calendar or your Outlook Contacts using Outlook 2003 2007 if you need to view email in your Personal Folders you must connect to the WSTF network If you are unable to log into Outlook and view your work email from home review the following o If you have a NOMAD email account try logging into the Outlook Web Access
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