What do I do if the AnyConnect web install fails?

This FAQ was last modified on: Tuesday, January 16, 2018 09:47pm

The automatic download can sometimes be problematic. If it does fail, here are the very first things you should check:

It is recommended that the system have the latest patches and service packs installed. 

It is recommended that Java have the latest patches and updates. 

It is recommended that you have the Georgia Tech root certificate installed. You can find it here:- http://ca.gatech.edu/ . This shouldn't break the download, but it may eliminate certificate warnings during installation with some of our VPN appliances. 

If your installation fails with Internet Explorer and you have another browser such as Firefox or Chrome installed, try it again with the other browser. 

 

The AnyConnect VPN client is a java based piece of software. Most of the reasons for the installer to fail is due to web browser or java issues, or Windows security settings. 

If you are using Internet Explorer, it will first attempt an ActiveX install of the software. It may ask you to install an ActiveX control. If this fails, you might see this error: 

That particular error may occur if IE 8 or 9 is in Protected Mode. Microsoft has some instructions on how to add Trusted Sites if you are running IE in protected mode. You will have to add ipsec1.vpn.gatech.edu and ipsec2.vpn.gatech.edu as trusted sites. 

Ideally, you don't have to do any of that if you simply click "OK" on the dialog box and hope for a successful Java or manual installation. In theory you will see this screen next while the ActiveX install times out. At this point you can choose to skip to a Java installation, or go ahead and click on Download. 

If both the ActiveX and Java install fail, or you have clicked on the Download button, you will get this page which has a link to manually install the software. Click on that to proceed. 

If none of the above suggestions work, please open a trouble ticket with the Technology Support Center for further assistance.