Thompson Rivers University
Thompson Rivers University

Student Remote Access: Troubleshooting


Supported operating systems

  • Windows XP
  • Windows Vista 32 bit and 64 bit
  • Windows 7 32 bit and 64 bit versions
    (Starter and Home Basic versions are NOT supported)
  • Windows 8
  • Mac OS X 10.X

Supported browsers

  • Internet Explorer 7, 8, 9, 10 and 11
  • Firefox (recent)
  • Safari 4.x and 5.0

Obtaining full network access

If you are having trouble connecting to your network resources with full network access, see if your problem is addressed in the following list of troubleshooting tips. If the problem persists, contact IT Services.

 Windows systems

You must have one of the following Anti-virus programs Installed:

  • avast! Free Antivirus, version >= 5.x or
  • avast! Free Antivirus, version >= 6.x, updated
  • AVG Anti-Virus Free, version >= 10.x,
  • AVG 10 [AntiVirus], version = 10.x or
  • AVG AntiVirus, version >= 2012.x,
  • Avira AntiVir Personal - Free Antivirus, version >= 9.x,
  • Avira AntiVir Personal - Free Antivirus, version >= 10.x or
  • Kaspersky Internet Security, version >= 9.x,
  • Kaspersky PURE, version >= 9.x,
  • Norton AntiVirus 2006, version >= 12.2.x,
  • Norton AntiVirus 2005, version >= 11.0.x,
  • Norton Internet Security, version >= 9.x,
  • Norton AntiVirus, version >= 14.x,
  • Norton AntiVirus, version >= 18.x,
  • Norton 360 (Symantec Corporation), version >= 3.x,
  • McAfee VirusScan, version >= 10.x,
  • McAfee VirusScan Professional, version >= 8.x,
  • McAfee Internet Security 6.0, version >= 8.x,
  • McAfee VirusScan Enterprise, version >= 8.7.x, or
  • Sophos Anti-Virus, version >= 5.x,
  • Trend Micro PC-cillin Internet Security 2006, version >= 14.x,
  • Trend Micro PC-cillin Internet Security 2007, version >= 15.x,
  • Trend Micro AntiVirus, version >= 16.x,
  • Trend Micro OfficeScan Client, version >= 10.x,
  • Symantec Client Security, version >= 10.x,
  • Symantec Endpoint Protection, version >= 11.x or
  • Symantec Endpoint Protection, version >= 12.x or
  • VIPRE Enterprise, version >= 4.x or
  • ESET Smart Security, version >= 4.x or
  • Microsoft Security Essentials [Antivirus], version >= 1.x,
  • Microsoft Security Essentials, version >= 2.x,
  • 360 Antivirus, version = 1.x or Norton 360 (Symantec Corporation), version >= 4.x,
  • Sophos Anti-Virus, version >= 9.x,
  • Windows Live OneCare, version >= 2.x or Windows OneCare Live, version >= 0.8.x

Also you will require one of the following personal firewalls:

  • ZoneAlarm, version >= 5.x or
  • Norton Personal Firewall 2006 (Symantec Corporation), version >= 8.x or
  • Norton Personal Firewall 2005 (Symantec Corporation), version >= 8.x or
  • McAfee Personal Firewall Express, version >= 5.x or
  • McAfee Personal Firewall Plus, version >= 5.x or
  • Microsoft Windows Firewall, version >= XP SP2+ or
  • Microsoft Windows Firewall, version >= 7 or
  • Microsoft Windows Firewall, version >= Vista or Symantec Endpoint Protection, version >= 11.x or
  • Norton Internet Security, version = 18.x
Enabling Microsoft Windows Firewall

You can check and enable it by doing the following: Click Start, click Run, and type firewall.cpl and then click OK. On the General Tab, Click On (recommended), click OK

Note - If you use a personal firewall, you may need to configure the firewall before you can access TRU Remote Access resources.

To do this, configure the firewall to allow ngvpnmgr.exe to access the Internet, and add the remote network’s host name or IP address as a trusted host or zone. If you are a restricted user (that is, without administrative privileges), ensure that your Web browser is configured to support Java.

Note - you must be running the Oracle Java Runtime Environment (JRE); the Microsoft JVM is not supported. If you are an unrestricted user, ensure that your Web browser is configured to enable either ActiveX controls or Java. If you are prompted to enable the ActiveX control in your Web browser, be sure to click Yes. If you receive an error message indicating that the tunnel could not be established, contact your system administrator for more information. If you have full network access, you will see an icon in the taskbar notification area. If the access agent stops running or if you experience an interruption in service, a connection-status alert appears above this icon. The information displayed in this alert may be helpful in troubleshooting the problem.

 Mac OS systems

You must have one of the following Anti-virus programs Installed:

  • VirusBarrier X, version = 10.x, updated <= 30 days ago
  • VirusBarrier X4, version = 10.4.x, updated <= 30 days ago
  • VirusBarrier X5, version = 10.5.x, updated <= 30 days ago
  • Virex 7.7, version = 7.7.x, updated <= 30 days ago
  • VirusScan, version >= 8.5.x, updated <= 30 days ago
  • Sophos Anti-Virus, version >= 4.x, updated <= 30 days ago
  • Norton AntiVirus, version >= 10.x, updated <= 30 days ago
  • Trend Micro Security for Macintosh, version >= 3.x, updated <= 30 days ago

And one of the following personal firewalls:

  • Mac OS X Builtin Firewall, version >= 10.6.x
  • Mac OS X Builtin Firewall, version >= 10.5.x
  • Mac OS X Builtin Firewall, version >= 10.4.x
  • NetBarrier X4, version = 10.4.x
  • NetBarrier X5, version = 10.5.x
  • Norton Personal Firewall, version >= 3.x