VPN Outage

April 08, 2019 11:20 a.m.
Outage category: 
VPN
Location: 
All users trying to connect to VPN
Status: 
Closed
Resolved alert: 
04/07/2019 1:45 pm

Users could not authenticate using Duo Factor.

Initial symptoms: 

Users could not authenticate using Duo Factor.

Duration: 
04/07/2019 12:55 pm - 04/07/2019 1:45 pm
Impact to Mason: 

Users could not authenticate using Duo Factor.

Affected Services: 
Virtual Private Network (VPN)
ROOT CAUSE ANALYSIS
Cause: 

ASA and F5: There was a connection issue between the ASA and the F5 (VIP ISE auth over radius).

Resolution: 

Engineers (Marca, Casey, and Richard Jackson) restarted the session and recreated the configuration on the ASA. This corrected the issue and all users were able to login to VPN again using DUO.

Prevention: 

We ultimately restarted this session, on the firewall, and removed the configuration on the ASA and recreated it. Doing so fixed the issues and created a new session which now appears to be working. Moving forward, it would be a good idea to reboot the ASA as part of our planned reboot process after the spring semester is done. Doing so might help similar issues.

STATISTICS
Service Team: 
Network & Security Engineering