Virtual Private Network (VPN) - Issues and Troubleshooting Guide for for macOS

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• F5 VPN does not recognize macOS anti-virus
• Unable to connect to F5 VPN or vpn.msu.edu (reset)
• Does the BIG-IP Edge Client application displays two white lines?
• Does the login box just display briefly, or for a few seconds, and then closes?
• Failing the Anti-virus check

F5 VPN does not recognize macOS anti-virus

Specifically for macOS Catalina (10.15) sometimes the anti-virus program is not recognized by the F5 VPN because of the "Allow apps downloaded from" feature. Verify that setting is correct:

1. Click on the Apple logo, usually in the top left, and click on System Preferences.
2. Go to Security & Privacy.
3. Under the General tab, verify the Allow apps downloaded from is set to App Store and identified developers.

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Unable to connect to F5 VPN or vpn.msu.edu (reset)

Full instructions available in KB 1315 (link).

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Does the BIG-IP Edge Client application displays two white lines?

• Click Cancel, or quit the application, and try again.
  • To fully close the client application right-click it from the task bar icon or quit the application using Activity Monitor.
  • Open the BIG-IP Edge Client application from the Applications folder and try logging on again.
    If using a slower internet connection you may have to try several times to connect and login.

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Does the login box just display briefly, or for a few seconds, and then closes?

1. In the BIG-IP Edge Client application click Disconnect and quit the application.
2. Update Java on the computer, at java.com, and try connecting again.
3. Uninstall the BIG-IP Edge Client, and all components, by dragging the application to the trash.
4. Restart the computer.
5. Re-install the program from vpn.msu.edu under Download Thick Client.
6. Open the BIG-IP Edge Client program again and Connect.

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Failing the Anti-virus check

1. Verify the computers anti-virus program is an approved program as described in KB 36 (link)
   The included anti-virus programs on modern macOS computers are approved programs, and generally do not require additional anti-virus programs.
2. When prompted make sure to click to allow the Run Endpoint Inspector prompt.
3. Verify only one anti-virus program is installed and running.
   • Uninstall any expired or older anti-virus programs.
   • Verify only one reputable anti-virus program is installed.
4. Quit the BIG-IP Edge Client program.
5. Restart the computer.
6. Re-open the BIG-IP Edge Client program and try connecting again.

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