vpn – Iscte-Informática

I get the error ‘Connection failed’ when trying to connect to the VPN

Atualizado/Updated: 2026-05-13

Target Audience: Iscte Community

Description: The connection fails with a generic error message.

Probable Cause:

Response/Solution:

- Test login at https://login.iscte-iul.pt
- Confirm if the password is correct
- Wait a few minutes and try again
- Contact Support if the error persists

Further Information:

Atualizado/Updated: 2026-05-13

Target Audience: Iscte Community

Description: After entering the credentials, the authentication process does not progress or an MFA request does not appear.

Probable Cause:

- MFA is not configured
- Mobile phone has no connectivity
- MFA method is not available

Answer/Solution:

- Confirm that MFA is correctly configured on the Iscte account.
- Check internet connection on the MFA device.
- If it is not possible to use the MFA app, contact Iscte IT.

Further Information:

Atualizado/Updated: 2026-05-13

Target Audience: Iscte Community

Answer/Solution:

If you can’t connect to the VPN because you can’t access or use the MFA app (e.g. Okta Verify), check if:

- You have changed your phone or personal device.
- The Okta Verify app (or another authentication app, such as Google Authenticator) has been uninstalled.
- If the problem persists, please contact IT Support.

Further Information:

Atualizado/Updated: 2026-05-13

Target Audience: Iscte Community

Answer/Solution: If you have MFA configured and you get the error ‘Connection Failed’ as shown in the image below:

You should do the following:

For Windows computers, you’ll need to make sure you’ve installed the correct version of the 32/64-bit VPN.
Check that you don’t have the IP and DNS configured manually (e.g. 8.8.8.8 or 8.8.4.4).
If you have antivirus software, we recommend disabling pop-up blocking in your browser. Or choose another browser as your default.
Alternatively, uninstall the VPN (GlobalProtect):
– Windows – Through the Control Panel > Select Programs > Programs and Features and, after uninstalling, restart the computer. Then install and configure the VPN again.
– MacOS – Run globalprotect Setup > continue/next> select ‘Uninstall GlobalProtect.’ After uninstalling, restart the computer. Then install and configure globalprotect (VPN) again.
Check your device’s processor. If you have an ARM processor, you should remove the installed version, restart the computer and install the version from this link.

Further Information: