The Version:
When using FortiClient, we need to ensure we have the most recent version of the software installed directly from Company Portal (Please be aware that the version in the screenshot may change – but it will always be updated within the company portal):
If this asks you to install, please action and retry the sign in.
(If configuration is required, contact Service Desk directly)
Login, OKTA Verify and Password Expirations:
1. When logging in, you need to ensure that your details are 100% correct, as using incorrect details will not work and will potentially lockout the account.
2. Login Details - The details you MUST use are username@cccs.co.uk and your current windows password.
3. Lockout - If the details you are entering are correct, but it still isn’t signing in correctly – Ensure your account is not locked by either using the self-service through Okta, Company Portal or contacting Service Desk.
4. Password Expirations - You will also not be able to bypass the login if the password has expired. You can simply reset your password by logging into https://stepchange.okta-emea.com (with the old password, which will then prompt the change immediately) or contacting service desk.
5. SSO/Okta Verify – Please ensure your SSO/Okta Verify authentication is setup as this will also block the access. This can be setup using the following guide: https://stepchange.freshservice.com/a/solutions/articles/50000015708
6. If you have a new mobile phone and have lost the code, please contact Service Desk or log into https://stepchange.okta-emea.com and reset the multifactor authentication.
Issues not listed above:
One of the main issues when logging into the VPN, is where you enter the details correctly, it asks for the Okta Verify code and gets stuck on connecting. If this is occurring, please check/try the below:
1. Uninstall/Reinstalling FortiClient – This can now be actioned by end users within the Company Portal. You can find the company portal, simply by searching for it in the start menu. Once opened, you will see a list of applications. Find FortiClient and click “uninstall”. Once uninstalled, simply jump back into Company Portal and reinstall it, and then retry the sign in.
2. If Ethernet is the main connection, that WiFi is disabled – Please ensure that if you are working from a wired connection, that you are disabling the wifi. You can also just use wifi directly if this makes it easier.
If all the above fail to get you connected back into the VPN, please export the logs from FortiClient and raise a ticket in Fresh with the logs included (advising you have also actioned all of the possible fixes).