Body
Overview
This article is designed to provide a troubleshooting process to correct a common cause of Direct Access failing to connect while remote from campus. Direct Access allows for an "on campus" experience and provides access on device to certain secured internal systems.
Environment
JMU-owned Windows computers
Troubleshooting/Resolution
Checking Direct Access Status:
- To determine Direct Access connectivity, click the networking symbol ( or ) in the bottom right corner of your screen
- In the menu that appears, select JMU Workplace Connection
- In the following menu, click JMU Workplace Connection to reveal a drop-down that either says Connected or Connecting
- If you see Connected..., you should be able to access JMU resources from off-campus without using a VPN.
- If you see Connecting..., please try the following steps to correct the issue
Remove GlobalProtect from Startup, and Reboot:
- Remove GlobalProtect from Startup. Click the windows icon in the lower left of your screen
- On your keyboard, begin typing Startup Apps, and when it appears select Startup Apps
- Scroll down to GlobalProtect, and toggle it off
- Restart your computer and check for changes in Direct Access connectivity (Repeat Checking Direct Access Status steps 1-3 above)
- If Direct Access still says Connecting, supply the IT Help Desk with the 6-digit ESN of your device (white/blue sticker on the side/bottom/or top of your device
Additional Information or Notes
If you have requested remote permissions through the ITS Service Portal, you may be able to use the VPN service, paired with Omnissa Horizon Client to perform your duties while remote. The Omnissa Horizon Client will be available to install through the Software Center on your computer. You can also use the listed service to request remote access if needed.
For additional questions you can contact the JMU IT Help Desk at helpdesk@jmu.edu or 540-568-3555.