Issue

When attempting to log in using Cisco Secure Client, users receive the following message:

Login failed

The message appears after entering the username, password, and optionally the second password (OTP), as shown in the image below:

Cause

This error typically occurs due to one or more of the following:

• Incorrect password (BU login credentials)
• Incorrect or missing second password/OTP
• Incorrect VPN Group selected (should be BU-VPN)
• Account is locked or disabled

Resolution

✅ Step-by-Step Troubleshooting

1. Verify Username and Password
   • Double-check your username and password for typos or extra spaces.
   • Passwords are case-sensitive.
   • Avoid pasting from a password manager — try typing it manually.
2. Enter Correct Second Password (OTP)
   • In the Second Password field:
     • Enter the 6-digit OTP from your email or authenticator app
   • Ensure the code hasn’t expired (they typically expire after 30–60 seconds).
3. Select the Correct VPN Group
   • Make sure the Group drop-down is set to the correct profile, e.g., BU-VPN.
   • Using an incorrect group can cause login failure even if credentials are correct.
4. Reset or Unlock Your Account
   • If your account is locked after too many failed attempts, wait a few minutes and try again
   • Reset your password by going to password.binghamton.edu
5. Reboot the Cisco Secure Client
   • Fully close and relaunch the Cisco Secure Client.
   • Re-enter your login credentials carefully.

Issue

When users try to connect to the Cisco Secure VPN, the client shows:

• "Unable to contact [server address]."
• "Connection attempt has timed out. Please verify Internet connectivity."

This error occurs when the Cisco Secure Client cannot reach the VPN gateway (host) due to incorrect server information or network issues.

Cause

This issue typically occurs due to one of the following:

• Incorrect VPN server address (hostname or URL)
• DNS resolution failure
• The VPN gateway is down or unreachable
• User is not connected to the Internet
• Firewall or security software is blocking VPN traffic

Resolution

✅ Step-by-Step Troubleshooting

1. Verify Server Address
   • Confirm that the correct VPN hostname or URL is entered in the address field.
     • Correct ✅ buvpn.binghamton.edu
     • Incorrect: ❌ bu.binghamton.edu (as shown in the error)
2. Test Internet Connection
   • Make sure your device is connected to the Internet. Open a browser and try visiting a public website (e.g., www.google.com).
3. Disable Firewall/Security Software (If Permitted)
   • Temporarily disable any third-party antivirus or firewall software that might be blocking the connection.
   • Try connecting again after disabling.
4. Restart Cisco Secure Client
   • Close the client completely and relaunch it.
   • Re-enter the correct VPN address.
5. Reboot Your Computer and Network Equipment
   • Restart your device and, if applicable, your home router/modem.

Need Help?

If you're still unable to log in:

Contact the ITS Help Desk by emailing helpdesk@binghamton.edu

Provide the following:

• Screenshot of the error
• The exact values entered (excluding your password)
• Confirmation that your password and OTP are working elsewhere
• Operating system (Windows/macOS)