Connecting to company network remotely

Summary

This guide helps you troubleshoot and resolve: Connecting to company network remotely. Follow the steps below to fix the issue.

Common Causes

Problem

You need to work from home or elsewhere but cannot access the company network, files, or applications.

Overview

Remote access to the company network is typically achieved through:

1. VPN (Virtual Private Network) — encrypts your connection
2. Remote Desktop — access a work computer
3. Cloud Services — use web-based company apps

Solutions

Option 1: Use the Company VPN (Most Common)

1. Connect to Your Home Internet
   • Ensure you have a working internet connection.
   • For sensitive work, avoid public Wi-Fi.
2. Install or Update the VPN Client

   Download the latest company-standard VPN client from the Connecting to company VPN from home page or the company intranet. Run the installer and follow the prompts. If the client is already installed, check for updates via the client’s Help → Check for Updates menu.

3. Connect to the VPN
   1. Open the VPN client (search “VPN client” in the Start menu).
   2. Enter the server address (e.g., vpn.company.com).
   3. Sign in with your domain credentials and complete the multi-factor authentication prompt.
   4. Wait for the “Connected” status.
   5. The VPN icon will appear in your system tray.
4. Access Company Resources

   Once connected, you can:

   • Access shared drives (\\servername) – see Cannot access shared network drives.
   • Use internal applications.
   • Access email normally.
   • Connect via Remote Desktop.

Option 2: Use Remote Desktop

1. Ensure VPN is Connected (if required for your corporate network).
2. Press Win + R, type mstsc, and press Enter.
3. Enter your work computer’s name or IP address.
4. Sign in with your domain credentials – see Cannot login with domain credentials.
5. Work on your remote computer as if you were there.

Option 3: Use Cloud Services (No VPN Needed)

Many company resources are available via a browser:

• Email: outlook.office.com
• Files: OneDrive, SharePoint
• Teams: teams.microsoft.com
• Company Portal: Cannot login to company portal

Device Compliance Requirements

Before connecting to the company network, ensure your device meets the following requirements:

• The operating system is fully updated with the latest security patches.
• Company-approved antivirus software is installed, running, and up to date.
• A firewall is active on the device.
• The device is registered with the company’s mobile device management (MDM) system, if required.

Troubleshooting Connection Issues

VPN Won’t Connect

• Check that your home internet is working by visiting a public website.
• Verify the VPN server address is correct.
• Make sure your MFA device is reachable and the prompt is approved.
• Restart the VPN client.
• Check your local firewall settings to ensure the VPN client is not being blocked.
• If you receive a certificate error, do not ignore it. Confirm the server address matches vpn.company.com and contact IT if the certificate is invalid or expired.
• If problems persist, see the Connecting to company VPN from home article or Open a Ticket.

Locked or Expired Credentials

• If your account is locked, wait 15 minutes and try again, or use the self-service password reset tool on the company login page.
• If your password has expired, change it via the company portal or press Ctrl + Alt + Delete on a domain-joined computer and select Change a password.
• If you cannot reset your password, Open a Ticket for IT Support.

Can’t Access Shared Drives

• Ensure the VPN is connected.
• Try accessing the files via OneDrive or SharePoint.
• Check with IT that you have the required permissions – see Cannot access shared network drives.

Applications Not Working

• Some apps require VPN even if they are cloud-based.
• Try accessing them through the company portal.
• Contact IT for app-specific access issues.

DNS, Firewall, and MFA Token Issues

• Flush the DNS cache: open a command prompt and run ipconfig /flushdns.
• If you need only corporate resources routed through the VPN, verify split-tunnelling settings in the client.
• For MFA token errors, ensure the correct token is selected in the authentication prompt and that the time on your MFA app is synchronised.
• If the VPN client is blocked by a firewall, temporarily disable third-party firewall software to test, then add an exception for the VPN client.

Security Best Practices When Working Remotely

• Always use the VPN when on public Wi-Fi.
• Lock your computer when stepping away (Win + L).
• Don’t let family members use your work computer.
• Don’t save sensitive files to personal cloud storage.
• Use company-approved devices when possible.
• Report any suspicious activity to IT immediately.

Quick Checklist Before You Start Working Remotely

• [ ] VPN client is installed and up to date.
• [ ] Device antivirus is active and updated.
• [ ] Operating system updates are installed.
• [ ] You know the VPN server address.
• [ ] You have your domain credentials.
• [ ] You have a stable internet connection.
• [ ] You know how to contact IT if issues arise.

Australian Support and Local Considerations

IT Support operates during Australian Eastern Standard Time (AEST) business hours. If you are working outside these hours, submit a ticket and it will be actioned at the start of the next business day.

If you experience slow speeds or dropouts, check your local ISP status page for outages in your area. Restart your home router and try connecting via an Ethernet cable instead of Wi-Fi for a more stable connection. For data residency concerns, all company data accessed via the VPN remains stored within Australian-based servers unless otherwise advised by IT.

Need More Help?

If you still need assistance, Open a Ticket with IT Support and include:

• What you’re trying to access.
• The error message (if any).
• Whether the VPN is connected.
• What device you’re using.

Still Having Issues?