Overview
This article describes common reasons for connection issues with SFU VPN and how to resolve them.
As of February 24, 2025, only FortiClient VPN version 7.2.x or higher is compatible with SFU VPN. See Getting Started with SFU VPN for instructions to download the latest version and how to install it.
Details
Preliminary troubleshooting steps
If your current role still grants you access to SFU VPN, you can try the following for a quick resolution:
- Check that your VPN connection settings haven't changed and are set correctly:
- Gateway: vpn.its.sfu.ca
- Customized port: checked and set to '10443'
- Quit and re-open the FortiClient app:
- Windows: close the app by clicking 'X'. Then re-open and try to connect.
- Mac: Quit the FortiClient app from the dock, or select the FortiClient icon from the menu bar and select Shutdown FortiClient. Then re-open and try to connect.:
- Restart your computer. Then open FortiClient and re-connect.
Otherwise, see below for common causes for connection errors and how to resolve them.
Error message and resolutions
| Issue or error message |
Possible Cause and Solution |
- Credential or SSLVPN configuration is wrong. (-7200) (on Windows)
- Login failed. Permission denied (on Mac)
|
You may receive the following error message for one or more reasons:
- Your current role doesn't grant you access to SFU VPN access list. Only certain roles have immediate access to SFU VPN.
- You're not enrolled in SFU MFA yet. You'll need enroll in SFU MFA to have continued access to your account.
- You may be entering an incorrect password. You should verify or reset your password.
- You may be entering an incorrect MFA code. Verify your MFA code or delete and re-add your MFA device.
|
- Unable to establish the VPN connection. The VPN server may be unreachable. (Windows)
- Network error. Can not connect to VPN server. (Mac)
|
An incorrect VPN configuration is preventing the connection from working. Make sure VPN connection settings are set as follows:
- Gateway: vpn.its.sfu.ca
- Customized port: checked and set to '10443'
|
|
Network error. The request timed out. (Mac)
 |
An incorrect VPN configuration is preventing the connection from working. Make sure VPN connection settings are set as follows:
- Gateway: vpn.its.sfu.ca
- Customized port: checked and set to '10443'
|
| VPN connects successfully, but browser is unable to reach any (SFU) website |
- Another VPN or anti-virus may be open. These programs may interfere with network traffic and prevent FortiClient from working properly. Quit/close the other VPN app or anti-virus. Then try to re-connect.
- Other network settings, such as proxy server, or DNS, may prevent traffic from reaching its intended destination. If possible, reset network settings to default.
|
| Other connection issues |
- Some networks don't allow for a VPN to be connected (ex. public Wi-Fi). Switch to another Wi-Fi network or use your phone as a hotspot.
- As of February 24, 2025, only FortiClient VPN version 7.2.x or higher is compatible with SFU VPN. Install the latest version of the FortiClient VPN app and re-configure it.
|
If you're still having difficulty connecting to SFU VPN, please contact the Service Desk for help:
Submit a ticket