Pulse Secure has been a thorn in the sides of all Helpdesk employees, Staff, and students alike. Below we have listed some common problems that people run into and solutions that helped them through their problem.


Problem #1My professor told me that I needed to use the VCL and I have never connected to it before. Could you please help me get connected?


To connect to the VCL away from campus, some key tools allow you to be connected correctly and for the connection to work as it should. Here are the tools that you will need to connect to the VCL when you are off campus:

  • DUO: an authentication app installed on your smartphone (to be used in conjunction with Pulse Secure)
  • Pulse Secure: Virtual Private Network that allows your computer to act as if it were on CSU's campus
  • Virtual Classroom (VCL)


If you are planning on using the VCL off-campus, you will need to download a VPN for the network to work correctly. Here is a link to our website where you can find the required steps for downloading Pulse Secure as well as DUO: https://www.engr.colostate.edu/ets/get-connected/

This link will direct you to our site where you can select the type of operating system you are running to download the correct version. After this, you will need to set up DUO for your smartphone and the instructions can be found when you are downloading the VPN (Pulse Secure).


After completing the steps to get connected with the VPN or you are on campus, you can connect to the virtual Classroom. This link has instructions regarding how to correctly connect to the Virtual classroom on Windows, Mac, and Linux: https://www.engr.colostate.edu/ets/virtual-classroom/ 

Please follow the instructions provided on the ETS webpage to get the VCL to work on your personal computer. If there are any problems or you are confused in any way, please reach out to us directly and we can help you through any problems that you are having.



Problem #2Pulse Secure is not working like it did last week. I am getting an error when I try to connect.


Pulse Secure occasionally acts up after a while of being in use on a computer. To cover all of the possible shortcomings of the program, please make sure you are using your CSU credentials, not your engineering credentials as well as using the DUO app for authentication. If you are still running into problems with Pulse Secure, something that may help is to uninstall the program and reinstall the program to ensure you are on the latest CSU-supported version. If you are unfamiliar with uninstalling programs on your computer, here are the steps to do so on Windows and MacOS.


Windows:

  • Press the Windows button in the lower-left corner of the screen.
  • Type "Add or Remove Programs" into the search bar
  • Scroll down to find the program "Pulse Secure" and click on it
  • Click "Uninstall" and then wait for the program to uninstall

MacOS:

  • Exit the program you want to delete.
  • Open the Applications folder, which you'll find by opening a new window in the Finder, or clicking on the hard disk icon.
  • Drag the icon of the program you want to uninstall to the Trash.
  • Empty the Trash.

After uninstalling the program, you will need to reinstall the correct version of Pulse Secure and get it set up for use. A detailed set of instructions on how to do this can be found here: https://www.engr.colostate.edu/ets/get-connected/

Re-installing the program can fix many of the problems that arise from Pulse Secure. When you have completed the re-install process please sign in using your CSU ID (not your Engineering Credentials) and using the DUO app/call. If this does not work, please let us know and we would be happy to work with you towards another solution.



Problem #3: When I log into Pulse Secure I am receiving an error that says I am not able to connect at this time for various reasons.


CSU purchased a certain number of licenses for Pulse Secure to provide services to the entire university. When you were tried to connect to the CSU network, all of the licenses that CSU had purchased were being used. In order to get around this issue, try wait and logging in again after 5 minutes. This should be enough time for some students to log off the network and allow a license to be freed up for other students such as yourself. Please let us know if you are not able to get connected to the network, we will be happy to help if you are still experiencing issues.



Problem #4: I am attempting to connect to one of my drives on the network and it states that the drives are unavailable.


To connect to the shared drives CSU offers (such as the U:, T: and V: drives) some key steps need to be followed in order to allow you to be connected correctly and for the connection to work as it should.

  • DUO: an authentication app installed on your smartphone (to be used in conjunction with Pulse Secure)
  • Pulse Secure: Virtual Private Network that allows your computer to act as if it were on CSU's campus

If you have both of these programs downloaded and operational, then all you need to do is log in to Pulse Secure on your computer using your CSU EID and password.

If you do not have them downloaded, then you need to go to this link: https://www.engr.colostate.edu/ets/get-connected/ and follow the detailed instructions found on that website. Once you get everything set up and are connected through Pulse Secure, you should have the ability to access the drives you are looking for on your computer. Please feel free to let us know if you run into any problems or have any questions, we will be happy to assist you.