Trinity Remote Access
Remote Access Troubleshooting
Version 1.0 17 December 2001
Reproduced 07/31/17
Trinity Remote Access
Remote Access Troubleshooting
Remote Access Troubleshooting
The purpose of this document is to assist the user community with the diagnosis and resolution of
common errors that may be experienced when using Trinity remote access. This document
should be consulted prior to contacting the Resolution Center.
1. Before Proceeding
This document has been created with the current remote access user in mind. Because of this,
the following requirements must be met prior to proceeding:
 The user must have been granted remote access privileges.
 The user must have a SecurID token.
 A PIN number must have been created.
 The modem must have been correctly installed and configured for use.
2. Basic Troubleshooting
Since some dialin errors may have simple causes, the following steps should be completed prior
to contacting the Resolution Center for support:
1. Check to make sure you are not already connected.

If you are connected via dialup, you should see an icon that looks like two connected
computers in the system tray.

If you are connected via VPN, you should see an envelope and key icon in the
system tray, which will blink when sending or receiving any data to the Trinity
network.
2. Check to be sure that the telephone line is connected to your modem.
3. If you are using an external modem, make sure it is connected and powered on.
4. Verify that you are using the correct modem and modem driver in Windows.
5. Verify that you are using the correct telephone numbers by referring to the Trinity Remote
Access website contacting or contacting the Resolution Center.
6. If you don’t hear dial tone when you try to connect to the Trinity network, try adjusting
your speaker volume settings, and try again. If that does not work, try dialing the
telephone number from a different telephone to see if you hear a modem answer.
7. Reboot your workstation and try again
3. General Questions
The purpose of this section is to answer questions pertaining to general user account and
VPN access questions.
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My password has expired
If you believe that your password has expired, please contact the Resolution Center for
assistance.
My account has been disabled
Approval is required prior to having an account reactivated. Contact the Resolution Center for
assistance.
4. VPN Access Problems
Can I install VPN with AOL?
America Online uses several proprietary networking components that differ from the industry
standard. Many AOL users report have reported severe problems (including having to reinstall
their operating system) after installing this and other communication software. Although some
America Online users have had success with the VPN client, we strongly recommend against
installation on a computer running AOL, and cannot support such installations.
I’m having problems with my VPN connection
In some cases, VPN connectivity may not be allowed by your cable or DSL provider, which differs
significantly from a provider not supporting VPN connectivity. Non-allowed VPN connectivity may
be the root cause of a VPN connection not working, even though the SecuRemote client can be
installed and the certificate updated. The only other means of Trinity remote access in these
cases are to use a dialup connection.
Trinity cannot assist with support of cable or DSL modems or the configuration of home networks
to provide VPN connectivity. However, the following sources are highly recommended:
The web site www.phoneboy.com
To assist with many questions you may have with VPN connectivity, open this site and select
the Secure Client link in the right-hand portion of the window. This link will display many
Frequently Asked Questions (FAQs) that provide information and solutions to many of the
commonly asked VPN questions. In particular, the following FAQ articles will be of interest:
FireWall-1 FAQ: SecuRemote with DSL or Cable Modem Connections
Refer to this article for information for information regarding how to get the SecuRemote
client to work with DSL or cable modems.
FireWall-1 FAQ: Troubleshooting SecurRemote Connection Issues
Refer to this article for information on how to get the SecurRemote client to work with a
personal firewall.
FireWall-1 FAQ: SecuRemote Client and NAT
Refer to this article for information on how to get the SecuRemote client to work with a
device that provides Network Address Translation (NAT), such as the many popular
cable modem/DSL routers.
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The Usenet news group and archive at groups.google.com
If other information regarding VPN operation or configuration is required, it is suggested that
this site is searched using the keywords SecurRemote and VPN.
5. Dialup Connectivity Issues
The purpose of this section is to answer common user questions that pertain to dialup networking
access problems. The problems that may be experienced are listed in each case, along with the
steps that should be used to help resolve the problem. If there are continued problems, please
contact the Resolution Center for assistance.
The line doesn’t answer or it is busy
1. Make sure you are using the correct telephone number.
2. Dial with a telephone and listen for a modem to answer. If one does, check your dialup
network settings and try again.
3. Reboot and try again.
4. If these steps fail, open an issue with the Resolution Center.
I don’t get a dial tone when I dial
1. Dial with a telephone and listen for dial tone. If you hear a dial tone, check your phone
cord and dialup configuration.
2. Check to make sure your modem is operating correctly.
3. Uninstall and reinstall Dialup Networking.
4. If these steps fail, open an issue with the Resolution Center.
It says there are no more connections
1.
2.
3.
4.
5.
Make sure you aren’t logged in more than once, or are trying to login more than once.
If you have call waiting, be sure to disable it prior to connecting using dialup networking.
Reboot and try again.
Uninstall and reinstall Dialup Networking.
If these steps fail, open an issue with the Resolution Center.
It says my computer can’t be registered on the network
You can usually connect with this error.
1. Trinity only supports the TCP/IP protocol for connections.
Make sure to disable the IPX/SPX and NetBEUI protocols before connecting.
2. If this fails, open an issue with the Resolution Center.
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I don’t connect, even though I entered my username and Passcode
If you do not have access to the Internet, Contact the Resolution Center to have your Token
resynchronized.
If you have access to the Internet, do the following:
1. Go to the PIN website: http://remote.trinity-health.org
2. Click on:
SecurID Token Initialization
3. Click on:
ACTIVATE SECURID TOKEN
4. Enter your UserID in the Username field.
5. Enter the PIN plus the current six-digit TokenCode number on the Passcode line.
Wait for the token to change, and enter the new TokenCode, and click Send.
You should see a message if successful. If not, contact the Resolution Center to
have your token manually resynchronized.
I can’t run my application after I connect
Unfortunately, this document cannot assist with application issues after a dialup connection has
been established. For assistance for application errors, please be sure to contact the Resolution
Center.
I have an error that wasn’t listed here
If you experience an error that wasn’t listed here, contact the Resolution Center and open an
issue specifying your error number and what you were doing.
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6. Remote Access Telephone Numbers
The following telephone numbers can be used to access the Trinity network. Please use
the nearest listed site for access.
MO
Ann Arbor
Battle Creek
Farmington Hills
Grand Rapids
Macomb
Muskegon
Oakland
Port Huron
Telephone
Contact RC
Contact RC
Contact RC
Contact RC
Contact RC
Contact RC
Contact RC
Contact RC
7. Resolution Center Assistance
Contact the Resolution Center if assistance is required for connectivity problems, PIN numbers
or SecurID fobs. The following telephone numbers can be used for the Resolution Center:
Description
Telephone Number
Help Desk-Service Line
Help Desk-Status Line
888-667-3003
248-324-8004
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