Troubleshooting

If you receive this error message after logging into Shibboleth when establishing the VPN connection, please delete the corresponding website data and browser cache from your default web browser. Make sure that the browser is completely closed and then try again.

You have not set a default browser. Select any browser in the app settings as your default browser to resolve the issue.

If the problem persists despite setting a default browser, please reset the default apps on your Windows computer. To do this, go to Windows Settings->Apps->Default Apps and scroll to the bottom of the list. Below this, you should have the option to reset the default apps. Perform this step, select a browser of your choice as the default app, and try to set up the VPN connection again. In our experience, restarting the computer is not necessary, but it does not hurt either.

If the problem persists, check whether you have Edge installed in your apps and install the Edge browser. If necessary, reset the default apps again.

If you receive this error message after logging into Shibboleth when establishing the VPN connection, please delete the corresponding website data and browser cache from your default web browser. Make sure that the browser is completely closed and then try again.

1. Open Terminal (Spotlight search (magnifying glass in the upper right corner of the menu bar) → Terminal)
2. Enter the following command: sudo pkgutil --forget com.cisco.pkg.anyconnect.vpn
3. You will then be asked for your local password (for administration on your Mac); for security reasons, the entry is invisible, so what you type is not displayed.
4. Restart the installation. If necessary, shut down your Mac and restart it.

If you receive this error message after logging into Shibboleth when establishing the VPN connection, please delete the corresponding website data and browser cache from your default web browser. Make sure that the browser is completely closed and then try again.

Deleting the browser cache in Safari:

1. Go to the “Safari” menu and click on the “Advanced” option under Settings.
2. In this menu, select “Show Develop menu in menu bar.”
3. You can close the settings and click on the newly activated “Show Develop menu in menu bar” and select “Empty Cache”.
4. In the last step, quit Safari and restart the browser so that the settings can be adjusted.
5. You can deactivate the bar in the settings by removing the check mark.

If you receive this error message after logging into Shibboleth when establishing the VPN connection, please delete the corresponding website data and browser cache from your default web browser. Make sure that the browser is completely closed and then try again.

Deleting the browser cache in Safari:

1. Go to the “Safari” menu and click on the “Advanced” option under Settings.
2. In this menu, select “Show Develop menu in menu bar.”
3. You can close the settings and click on the newly activated “Show Develop menu in menu bar” and select “Empty Cache”.
4. In the last step, quit Safari and restart the browser so that the settings can be adjusted.
5. You can deactivate the bar in the settings by removing the check mark.

Some newer versions of Linux no longer provide the libxml2.so.2 dependency. It is also not available via the package manager. Instead, newer distributions only provide libxml2.so.16.

We are aware that this affects the following distributions: Ubuntu 25.10. (and newer), OpenSuse Tumbleweed

There is a workaround for this problem by using libxml2.so.16 via a symbolic link instead of the libxml2.so.16 dependency. To do this, you must first find the storage location/path of libxml2.so.2 using the following command: sudo ldconfig -p | grep libxml2

The result should look like this: libxml2.so.16 (libc6,x86-64) ⇒ /PATH/libxml2.so.16

Then you can use the following command to create the symbolic link: sudo ln -s /PATH/libxml2.so.16 /PATH/libxml2.so.2

In this case, PATH should reflect the result from the first command.

Next, you need to install package dependencies for libxml2.

For Ubuntu 25.10: sudo apt install libxml2-dev libxml2-utils

For OpenSuse Tumbleweed: sudo zypper install libxml2-tools libxml2-devel zypper-libxml2-tools zypper-libxml2-tools-plugin

Restart your PC to be on the safe side and ensure that the dependencies are recognized.

If you receive this error message after logging into Shibboleth when establishing the VPN connection, please delete the corresponding website data and browser cache from your default web browser. Make sure that the browser is completely closed and then try again.

If you receive this error message after logging into Shibboleth when establishing the VPN connection, please delete the corresponding website data and browser cache from your default web browser. Make sure that the browser is completely closed and then try again.

Update the package manager in the terminal using the command “sudo apt-update && sudo apt-upgrade” and restart the computer.

Depending on how browsers are installed, it may not be possible to configure them correctly as the default web browser. Check whether the browser has been installed as a Snap package and install it as a Debian package. You should now be able to change the default browser.

Disable desktop mode in your (default) web browser, close the browser, and try to reconnect.

If you are using the Chrome browser, please use an alternative (e.g., Firefox).