Skip Menu

Return to Skip Menu

Main Content

Export Server - Troubleshooting

This page contains common issues a user may encounter when using the COMPASS Export Server.  We encourage you to attempt performing the steps listed here, but as always, if you have any questions or problems, please contact exporthelp@vt.edu for assistance.  

Barracuda VPN Issues

1. ERROR: Invalid Login or Password
If you receive the “ERROR: Invalid Login or Password” error message after attempting to log in, please verify the following information is correct:
  • Verify that you are correctly entering your password
  • Verify that you are appending your preferred Duo method to your password
    • Password: yourpassword,push
    • Password: yourpassword,123456 (use the code that you generated with your Duo app or token; not 123456)
    • Password: yourpassword,phone
  • You didn't authenticate your second factor using DUO in enough time.  There is a 10-second period to authenticate with your DUO second factor.
 
2. ERROR: Handshake Request Timeout
If you receive the “ERROR: Handshake Request Timeout” error message after attempting to log in: 
  • You didn't authenticate your second factor using DUO in enough time.  There is a 10-second period to authenticate with your DUO second factor.
  • This error can also occur when there are network issues. This includes:
    • Your VPN client cannot contact our VPN appliance to establish a VPN connection due to ISP issues
    • Our VPN appliance may be offline due to a maintenance window. If this is the case, please check your email for a maintenance window notification. This will include the duration of the maintenance window and any affected services.
    • Our VPN appliance may be offline due to a network outage.
 
3. ERROR: Internal Authentication Error
If you receive the “ERROR: Internal Authentication error” error, your Duo account is most likely locked out. 
  • This was most likely caused by providing incorrect passcodes while two-factoring or not answering a Push notification in a timely manner.
  • You have locked out your Duo account and will need to contact IMCS at Virginia Tech before being able to log back in to any systems that are protected with Duo
    • Phone: 540-231-1841
    • Email: imcshelp@vt.edu 
 
4. Your Barracuda VPN Client keeps getting disconnected or you are repeatedly sent a Duo multifactor push or phone call.
  • Make sure that you are not logged into the VPN client in multiple places. You are only allowed to have one active connection at a time. If you log into multiple VPN clients at the same time, the connections will constantly disconnect one another and cause Duo to send you authentication requests each time one of those connections re-establishes.
 
5. Login with 2-Factor error on any Virginia Tech website protected with Duo
If you receive error: “Your account has been locked out due to excessive authentication failures. Please contact your administrator.” 
  • This was most likely caused by providing incorrect passcodes while two-factoring or not answering a Push notification in a timely manner.
  • You have locked out your Duo account and will need to contact IMCS at Virginia Tech before being able to log back in to any systems that are protected with Duo
    • Phone: 540-231-1841
    • Email: imcshelp@vt.edu