This post is intended for use by library IT staff when troubleshooting connection issues for KLAS users.

If all goes well with an OpenVPN connection the user won’t have much direct interaction with the service. It starts automatically and runs in the background while the user initiates a connection to KLAS by logging in.
When the software isn’t functioning properly you may see one of several symptoms. These symptoms indicate trouble within the scope of the relationship between OpenVPN, the KLAS software, and the user’s system. Some of these can be easily handled by the user and others should be reported to Keystone’s support staff for remote assistance. When problems do occur the most frequent issues include:

1. The symptom: When doubleclicking the KLAS icon nothing happens. The OpenVPN GUI icon is visible in the system tray and is colored red.

The solution: The icon is red when not connected, yellow when connecting, and green when connected. Right-click on the OpenVPN icon in the system tray and click “Connect”.

2. The symptom: After right-clicking the red OpenVPN icon in the system tray OpenVPN does not connect.

The solution: Contact Keystone’s support team. This issue will require a remote support session.

3. The symptom: When trying to connect OpenVPN produces an error message that there is a problem with the log file needing administrative rights.

The solution: The OpenVPN service and the OpenVPN GUI are in conflict accessing the OpenVPN log file. This happens when the service is already running (which requires writing to the log) and the GUI tries to connect and write to the same log. Disconnect the GUI by right clicking on the icon in the system tray and exit. Then, go to Services and restart the OpenVPN service. Then connect to KLAS without using the GUI. Simply open KLAS with the desktop shortcut.


Other issues may arise when attempting to log into KLAS, but the Keystone Systems support team recommends that you contact us to start a remote support session in which we’ll then address any existing issues.