CONTACT

Monday through Friday
7:30 a.m. to 5 p.m.
Contact the ESD Service Desk
Toll-free: 877-397-1212

Monday through Friday
5 p.m. to 7:30 a.m.,
Saturday, and Sunday
Contact the Department of
Information Services (DIS)
Help Desk
Local: (360) 753-2454
Toll-free: 888-241-7597
TTY: 800-833-6388 

TIPS
  1. Leave your ESD workstation powered on at night when it is connected to the ESD Network.
  2. To ensure that your VPN connection works when you need it, it is recommended that you login to VPN once every 30 days.
  3. Test out your SSL-VPN before you travel.
  4. To ensure that your workstation is operational and has received recent updates connect your ESD workstation to the ESD network at least once every 14 days.
 

Lo sentimos. Aún no hemos traducido esta página al español. Avísenos si desea que esto sea una prioridad y traduciremos la página lo antes posible.


We're sorry. We have not yet translated this page into Spanish. Please let us know if you want us to make it a priority and we will work to translate it as soon as possible.


Solicitar traducción Request translation

Gracias, su solicitud ha sido presentada. Thank you, your request has been submitted.

SSL-VPN Help


Make sure you have remote access

If you do not have remote access, please visit the Remote Access/VPN section on InsideESD to get started.


Activating soft token

If you already have ESD network remote access, activating your soft token is a simple four-step process:

  1. Open the RSA application icon on your smart device. It may appear as an ‘i’ in the lower right corner of your device.
  2. Touch the Email button on the ‘Device ID’ screen and send the information to “ESD DL ITBI Security”.
  3. Once Information Security gets the email, they will send an activation request to CTS.
  4. Within 10 working days, Information Security will contact you and send you an email with your soft token for your smart device


The soft token application won’t open.

Uninstall and then reinstall the RSA application. If you have a smart device, look in your devices "Play Store" to find a new RSA application.

If you have a laptop or desktop computer, contact the Service Desk at 1-877-397-1212 for assistance.


The RSA soft token application is missing.

Uninstall and then reinstall the RSA application. If you have a smart device, look in your devices "Play Store" to find a new RSA application.

If you have a laptop or desktop computer, contact the Service Desk at 1-877-397-1212 for assistance.


The token passcode isn’t recognized in the login process.

Is there a space between the two sets of numbers? If so, remove it. Try retyping the passcode (no space).


My new PIN doesn’t work.

Soft token PINs must be 5-numbers long ( no letters), and cannot start with zero (0). Double check your PIN and try again. If it still doesn’t work contact the Service Desk at 1-877-397-1212 for assistance.


My VPN connection doesn’t work.

This could be for a variety of reasons, including:

  • PIN Number: 5-numbers long, cannot start with zero (0), and can only contain numbers. Try again.
  • Password Lockout – this happens after your fourth attempt. Contact the Service Desk at 1-877-397-1212 to reset your password.
  • Did your smart device or laptop change recently? Soft token is assigned to a specific device, so if you have been assigned or are using a new/replacement device, your remote access won’t work until the token is reassigned. Contact the Service Desk at 1-877-397-1212 for assistance.


The VPN login process froze up in mid-stream.

This could be for several reasons;

  • Laptop or desktop computer: Internet Explorer 8 or higher must run in Compatibility mode:

    Note: The ‘broken document’ button only appears when going to an ‘https’ URL. This button will appear pushed in when activated.

  • Laptop or desktop: Specific browser settings need to be activated. Select ‘Tools/Internet Options, then go to the ‘Advanced’ tab. Ensure the following five settings are checked on:
    • TLS1.0
    • TSL1.5
    • SSL1.0
    • SSL2.0
    • SSL3.0
  • iPhone: Browser Popup Blocker may be turned on:
    • Click on ‘Tools’
    • Highlight ‘Pop-up Blocker’
    • Turn off ‘Pop-up Blocker’

Still not working? Contact the Service Desk at 1-877-397-1212 for assistance.


I received a ‘The user name or password is incorrect’ or ‘The system could not log you on’ message when remotely accessing and logging onto my computer.

Ensure you are using your regular Windows/Network user name and password when remotely accessing and logging onto your work PC/laptop; the same way you would if you were at your normal workstation. Your user name is typically a combination of your first initial and last name.

Example: John Brown’s user name would be JBrown.


I’ve entered my password too many times and am locked out.

Contact the Service Desk at 1-877-397-1212 or create a Remedy ticket to have your password reset.


I’ve forgotten my password.

Contact the Service Desk at 1-877-397-1212 or create a Remedy ticket to have your password reset.


I have authenticated through the SSL VPN system and I’m at the ‘Welcome’ screen. I can’t get the Remote Desktop Protocol (RDP) to work (‘Terminal Session’ on the bar across the Welcome screen).

You will need to configure the terminal services:

  • You’ll need your FQDN (fully qualified domain name: esd1 + IT number + .esd1.wa.lcl example: esd1IT001000.esd1.wa.lcl).
  • IT number (orange tag on your desktop tower or laptop)
  • Client port # is 3389
  • Color (dropdown) – choose 32bit and save (for iPhones, must use 32 bit Internet Explorer to run Juniper)


Remote access doesn’t work on my laptop.

This could be for several reasons:

  • Using Internet Explorer 8, 9 or 10 requires browser be set to ‘Compatibility Mode’.
  • Active Directory security group is not connected.
  • Service provider issue (i.e., Comcast, other provider).
  • Internet device not working (i.e., aircard, Wi-Fi device).
  • No service. Remote access won’t work if your internet connection is down.


Also see:  VPN homeSoft token installVPN information