User reports that they are getting a connection error when trying to access any apps secured by Matrix.
Browser won’t load or desktop app wont load correctly.
1. Verify the user has access to the apps in the VirnetX admin console. NOTE: if user has access to the application go to step 5
2. In the Admin Console, click on Apps in the left hand side.
3. Click on desired app and add user.
4. Have user restart VirnetX One and you should see the app now.
5. User has access to applications and sees the apps on the user dashboard screen, but Apps wont load.
6. Click on the connections tab on the left hand side. You should see connections that have been established after trying to load an secured app. As shown below.
If no app is present proceed to step 7. If app is present please contact help@virnetx.com.
7. Verify that the VirnetX network adapter is installed. To do this go to Manage Network Adapter Settings in Windows. Select the desired network connection.
8. Select the drop down arrow on the right side of the Connection as shown above. Select Edit under More adapter options.
9. A Wifi Properties window will popup. Note you might have a UAC prompt depending on policy settings. You should see the below Connection for VirnetX LightWeight Filter.
10. If you do not see the VirnetX LightWeight Filter connection, there are 2 options. You can uninstall and reinstall the app or you can manually add the connection. To manually add the connection, click on Install. This will open up a new window.
11. In the Select Network Feature Type window. Select Service, and click Add.
12. This will bring up the below window. On the Select Network Service window. Click on Have Disk
13. On the new window select Browse and navigate to
C:\Program Files\VirnetX\VirnetX Platform\install\vgndis\x64\win10
You should see a file vgndis_lwf.inf in this location. Select the file and click on open. Click on OK.
14. The VirnetX LightWeight Filter connection should install and you will not see it in the Wifi properties window.
15. Restart VirnetX One. You should now be able to connect to your secured apps.