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Old 15.03.2012, 21:02
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URGENT - Anyone from Novartis Basel..

My husband needs to log into his work account from home but is getting an error logging into the VPN client -'certificate not found' looking for H:/system/entrust.

He always logs in remotely and hasn't changed anything on the laptop. I was wondering if anyone from Novartis could try logging in from home. That way we could see if it is on our end or at site.

Please let me know how you make out - either here or by PM if you prefer.

Thanks so much!!
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  #2  
Old 15.03.2012, 21:08
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Re: URGENT - Anyone from Novartis Basel..

SHMBO is logged in now without any issues.

if you do not have a H drive its not at your end.
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Old 15.03.2012, 21:11
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Re: URGENT - Anyone from Novartis Basel..

He can see the H: drive but the file that it is looking for is not there.

I was hoping something was down on their end and he could get in again when they were done. We need to go away tomorrow but he needs to be able to log in - I might have to go by myself

Thanks for letting me know.
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  #4  
Old 15.03.2012, 21:13
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Re: URGENT - Anyone from Novartis Basel..

you dont have a 24hr IT support?

try a computer rollback to yesterday - unless the computer is restricted/locked
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Old 15.03.2012, 21:17
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Re: URGENT - Anyone from Novartis Basel..

Rollback is locked out and he doesn't know how to contact IT without getting into the system for the numbers.

I did hear that mercury was in retrograde........
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Old 15.03.2012, 21:20
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Re: URGENT - Anyone from Novartis Basel..

There should be a backup local copy of the entrust certificate somewhere on the machine. Do a search on c: for the pki certificate file - or open entrust directly and click browse to locate the backup certificate once you have it you should be able to point to it to log in via vpn.
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Old 15.03.2012, 21:20
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Re: URGENT - Anyone from Novartis Basel..

no idea what mercury is sorry .. SWMBO is abroad also
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Old 15.03.2012, 21:36
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Re: URGENT - Anyone from Novartis Basel..

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There should be a backup local copy of the entrust certificate somewhere on the machine. Do a search on c: for the pki certificate file - or open entrust directly and click browse to locate the backup certificate once you have it you should be able to point to it to log in via vpn.
OK we found it but now he is getting an Entrust password error.

The first error only came up as he entered the first digit of his password.
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Old 15.03.2012, 21:49
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Re: URGENT - Anyone from Novartis Basel..

He's in!!!! Thank you so so so so so so so so much!!
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Old 15.03.2012, 21:52
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Re: URGENT - Anyone from Novartis Basel..

Ah.... is the date of the backup certificate recent? (As in today - normally it would synchronise on log out every day). If not then I would try previous password if you can remember it.

If the h: drive is not connected though then there is some other issue going on. Here I have to do a cop out and give the helpless-desk answer - reboot, perhaps more than once....

Try also on the start menu Programs|VPDN|Helpdesk|Recover from damaged topology....

That's the limit of my knowledge I'm afraid - I'll PM the helpdesk number in a moment - I'll have to search for it (only know the internal number, it's different from outside).
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Old 15.03.2012, 21:53
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Re: URGENT - Anyone from Novartis Basel..

OK, so I won't PM the helpdesk number then! Glad you're going on holiday
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Old 15.03.2012, 21:56
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Re: URGENT - Anyone from Novartis Basel..

He did use a previous password. A few other things are out of sync but he should be able to get to his work and get it sorted properly during working hours.

Will the certificate be replaced in the H: drive on logout now that he's been in again?

Just want to make sure he can get in remotely tomorrow on the road. But I guess he can use the backup/old password if necessary.

Thanks again - you saved our weekend!!
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Old 15.03.2012, 22:02
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Re: URGENT - Anyone from Novartis Basel..

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OK, so I won't PM the helpdesk number then! Glad you're going on holiday
WE could still use the number - just in case he can't get back in.
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Old 15.03.2012, 22:04
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Re: URGENT - Anyone from Novartis Basel..

It would normally all just sort itself out when you connect to the LAN at work and synchronise (which happens automatically). He may need to point back to locate the certificate on the h: drive the next time he logs in via vpn. I would check it next time from the office and call helpdesk if things don't look right, just to be sure it'll work next time.

And always when you leave the office and know you want to log in remotely make sure to do a proper shutdown & synchronise before leaving (although admitedly it doesn't always solve the problems!)
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Old 15.03.2012, 22:11
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Re: URGENT - Anyone from Novartis Basel..

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WE could still use the number - just in case he can't get back in.
PMed it
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Old 15.03.2012, 22:54
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Re: URGENT - Anyone from Novartis Basel..

I am selling my NVS tomorrow
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Old 21.08.2012, 07:36
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Re: URGENT - Anyone from Novartis Basel..

Does anyone know the full phone number (from outside the company) for contacting Novartis IT? I am having trouble logging on from off site (similar to above complaints) but it is still not working. If you want to PM the number to me that is fine too.
Thanks!!!
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Old 21.08.2012, 08:54
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Re: URGENT - Anyone from Novartis Basel..

PM sent. Hope you manage to get logged in I know how frustrating it is when you have to rely on technology!!
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Old 21.08.2012, 09:08
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Re: URGENT - Anyone from Novartis Basel..

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PM sent. Hope you manage to get logged in I know how frustrating it is when you have to rely on technology!!
You guys are such a security flaw!!

Now everyone knows you work for novartis and have access remotely (even through a VPN)...

I don't think the issue is "relying with technology" here but lack of common sense.

You don't have the IT number from your company??
How about you make something extremely difficult and not obvious: calling any colleague you know and ask them?*

*and please if you don't have any numbers (not even reception, HR, or managers) then there's a serious problem somewhere.**

**unless you work alone on a dark basement, then that would explain.
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Old 21.08.2012, 09:08
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Re: URGENT - Anyone from Novartis Basel..

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Does anyone know the full phone number (from outside the company) for contacting Novartis IT? I am having trouble logging on from off site (similar to above complaints) but it is still not working. If you want to PM the number to me that is fine too.
Thanks!!!
I can provide you with the support number.. but please PM me if you need that. Also, please provide me with his 521 so I can verify the account.
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