Virtual Private Network (VPN) - How to Perform a Master Reset on Windows to Resolve VPN Issues

Objective

This article will cover the process of performing a Master Reset to resolve most VPN issues

Environment

BIG-IP Edge Client

Before You Begin

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Steps

1. Install the latest Windows Updates through either Check for Updates or, if using an MSU computer, through Software Center. After installing any Windows updates restart the computer and try again.
    
   Check again for Windows Updates as your computer usually doesn't install all of them right away, especially for computers that have not been updated in a while. For best results check for Windows Updates several times to ensure your computer is most up-to-date before proceeding below. Having the latest Windows Updates for your computer is a critical step.
2. Update your computers Java to the latest version at "java.com"
3. Uninstall both the BIG IP-Edge Client and BIG-IP Edge Client Components from Add or remove programs, then:
   • Delete any F5 folders from the following locations:
     • C:\Users\(YourProfileName)\AppData\Roaming\
     • C:\Users\(YourProfileName)\AppData\Local\Temp
     • C:\Program Files (x86)\
     • C:\ProgramData\
   • Delete the F5 Network Adapters:
     • Right-click on the Start Menu and select Network Connections.
     • Click Change adapter options.
     • For all "APM" and "_common_f5ps" entries, right-click and select Delete.
   • Delete the WAN Miniport (IP) adapter:
     • Right-click on the Start Menu and select Device Manager.
     • Expand the Network Adapters tree.
     • Right-click on the WAN Miniport (IP) and select Uninstall device.
   • Download the F5 Client Troubleshooting Utility (CTU):
     • Go to the following website and download the F5 Client Troubleshooting Utility (f5wininfo.exe): 
       vpn.msu.edu/public/download/f5wininfo.exe
     • Double-click and install the "f5wininfo.exe" file.
        
       Wait for the larger window to open
     • After installing the utility, select the Tools tab.
     • Select Remove Components and wait for it to self-close.
     • Close the program.
4. Reset your Windows Network Stack by following these instructions: https://www.howtogeek.com/265870/how-to-reset-your-entire-network-in-windows-10-and-start-from-scratch
    
   Doing this will delete all saved Wi-Fi network names and passwords
5. Restart your computer.
6. Install the BIG-IP Edge Client again by either going to the "vpn.msu.edu" website and clicking on Windows Client under Download Thick Client, or using Software Center
    
   You must have administrator rights to correctly install the F5 VPN. After downloading the thick client right-click on the downloaded file and select Run as administrator.
    
   If you have Software Center on your MSU computer you can re-install the F5 VPN application using it. However, sometimes Software Center might not show the F5 VPN application after you've uninstalled it. If you do not see the application there do these steps:

   1. Open the Control Panel.
   2. Open Configuration Manager.
   3. Select the Actions tab.
   4. Run all actions by clicking on an action and selecting Run Now. Confirm and repeat for all actions.
   5. Re-open Software Center and the F5 VPN application should be available to install.
7. After installation, open the BIG-IP Edge Client program and try connecting again.

Additional Info

If the above process does not work, a support article from F5.com suggests the following:

Remove and reinstall the "WAN Miniport (IP)" device and drivers

1. From the Windows Control Panel, open Device Manager.
2. Expand the Network adapters section.
3. Right-click WAN Miniport (IP).
4. Select Uninstall device.
5. Scan for Hardware changes. Windows should add back the "WAN Miniport (IP) and driver.
6. After completing the driver update process, reboot and attempt to establish a VPN connection.