My husband needs to log into his work account from home but is getting an error logging into the VPN client -'certificate not found' looking for H:/system/entrust.
He always logs in remotely and hasn't changed anything on the laptop. I was wondering if anyone from Novartis could try logging in from home. That way we could see if it is on our end or at site.
Please let me know how you make out - either here or by PM if you prefer.
He can see the H: drive but the file that it is looking for is not there.
I was hoping something was down on their end and he could get in again when they were done. We need to go away tomorrow but he needs to be able to log in - I might have to go by myself
There should be a backup local copy of the entrust certificate somewhere on the machine. Do a search on c: for the pki certificate file - or open entrust directly and click browse to locate the backup certificate once you have it you should be able to point to it to log in via vpn.
Ah.... is the date of the backup certificate recent? (As in today - normally it would synchronise on log out every day). If not then I would try previous password if you can remember it.
If the h: drive is not connected though then there is some other issue going on. Here I have to do a cop out and give the helpless-desk answer - reboot, perhaps more than once....
Try also on the start menu Programs|VPDN|Helpdesk|Recover from damaged topology....
That's the limit of my knowledge I'm afraid - I'll PM the helpdesk number in a moment - I'll have to search for it (only know the internal number, it's different from outside).
He did use a previous password. A few other things are out of sync but he should be able to get to his work and get it sorted properly during working hours.
Will the certificate be replaced in the H: drive on logout now that he's been in again?
Just want to make sure he can get in remotely tomorrow on the road. But I guess he can use the backup/old password if necessary.
It would normally all just sort itself out when you connect to the LAN at work and synchronise (which happens automatically). He may need to point back to locate the certificate on the h: drive the next time he logs in via vpn. I would check it next time from the office and call helpdesk if things don't look right, just to be sure it'll work next time.
And always when you leave the office and know you want to log in remotely make sure to do a proper shutdown & synchronise before leaving (although admitedly it doesn't always solve the problems!)
Does anyone know the full phone number (from outside the company) for contacting Novartis IT? I am having trouble logging on from off site (similar to above complaints) but it is still not working. If you want to PM the number to me that is fine too.