Connecting to company VPN from home

Summary

This guide helps you troubleshoot and resolve: Connecting to company VPN from home. Follow the steps below to fix the issue.

Common Causes

Problem

You need to access company resources (files, applications, email) from home but don't know how to connect to the VPN.

Prerequisites

• A company‑issued laptop (recommended) or an approved personal device
• VPN client installed on your computer
• Active company credentials
• Stable internet connection at home
• Up-to-date antivirus software installed and running

Solutions

Step 1: Identify Your VPN Client

Your company may provide one of the following VPN clients:

• Cisco AnyConnect – Look for “AnyConnect” in your programs.
• Palo Alto GlobalProtect – Look for “GlobalProtect”.
• Fortinet FortiClient – Look for “FortiClient”.
• Windows built‑in VPN – Use the native Windows VPN client.
• macOS built‑in VPN – Use the native macOS VPN client.

Search for the client: press Win + S (Windows) or use Spotlight (macOS) and type “VPN”, “AnyConnect”, “GlobalProtect”, or “FortiClient”.

Step 2: Connect to the VPN

1. Open the VPN client application.
2. Enter the server address (e.g., vpn.company.com). This information is provided by IT.
3. Enter your domain credentials:
   • Username: DOMAIN\username or simply username
   • Password: your company password
4. When prompted, complete Multi‑Factor Authentication (MFA).
5. Click Connect.
6. Wait for the connection to establish (30–60 seconds).
7. Verify you see a “Connected” message.

Client‑Specific Instructions

Cisco AnyConnect

1. Open Cisco AnyConnect Secure Mobility Client.
2. In the Connect to field, enter the VPN server address.
3. Click Connect.
4. Enter your username and password.
5. Complete the MFA prompt when it appears.

Palo Alto GlobalProtect

1. Open GlobalProtect from the system tray (Windows) or menu bar (macOS).
2. Click the Connect button.
3. Enter your username and password.
4. Complete the MFA prompt.

Fortinet FortiClient

1. Open FortiClient.
2. Select VPN from the left‑hand menu.
3. Select your configured VPN connection.
4. Click Connect.
5. Enter your credentials and complete MFA.

Windows Built‑in VPN

1. Go to Settings > Network & Internet > VPN.
2. Click Add a VPN connection.
3. Under VPN provider, select Windows (built‑in).
4. Enter the connection name, server address, VPN type, and sign‑in info provided by IT.
5. Click Save.
6. Select the connection and click Connect.

macOS Built‑in VPN

1. Go to System Settings > Network (or System Preferences > Network on older macOS).
2. Click the + button to add a service.
3. Choose VPN from the interface dropdown.
4. Select the VPN type (e.g., IKEv2, L2TP) provided by IT.
5. Enter the server address, remote ID, and local ID.
6. Enter your authentication credentials.
7. Click Apply and then Connect.

Step 3: Verify the Connection

1. Look for the VPN icon in the system tray (Windows) or menu bar (macOS).
2. Visit https://www.whatismyipaddress.com to confirm your IP address matches the company IP range.
3. Confirm you have internet access by loading a website.
4. Test access to company resources such as shared drives.

Step 4: Access Company Resources

Once connected, you can:

• Open shared drives: \\servername\share or mapped drives. See Cannot access shared network drives for troubleshooting.
• Access email: Open Outlook – it will connect automatically.
• Use internal applications: Launch as usual.
• Access file servers: Use the server names provided by the office.

Step 5: Disconnect When Finished

1. Right‑click the VPN icon in the system tray or menu bar.
2. Select Disconnect.
3. Wait for confirmation that the connection has ended.
4. Close the VPN application if desired.

Troubleshooting VPN Connection

• Check that your home internet connection is working.
• Verify the VPN server address is correct.
• Restart the VPN client.
• Ensure no firewall or router is blocking the VPN ports.

• Confirm your username and password are correct.
• If you recently changed your password, your device may be using cached credentials. Log out and log back in, or clear saved credentials in the VPN client settings.
• If your password has expired, reset it via the self‑service portal.
• Complete the MFA prompt.
• Contact IT if you are locked out.

• Ensure your mobile device has signal or internet access.
• Check that the authenticator app is installed and configured for your company account.
• Try using a backup MFA method if available (e.g., SMS code or backup code).
• Restart the authenticator app or your mobile device.
• If you are not receiving push notifications, check that notifications are enabled for the authenticator app.
• Contact IT to reset or re‑enrol your MFA device if the issue persists.

• Retry – the server may be busy.
• Check that your firewall or antivirus is not blocking the VPN.
• If the problem persists, Open a Ticket.

• Flush DNS to ensure correct name resolution:
  • Windows: ipconfig /flushdns
  • macOS: sudo dscacheutil -flushcache
• Test internet connectivity; some VPNs use split‑tunnelling.
• Check for certificate errors – ensure the company root certificate is installed.
• Restart your computer and reconnect.
• Verify your VPN account has permission to access the required resources.

VPN Best Practices

• Always connect to the VPN when accessing company resources remotely.
• Never share VPN credentials with anyone.
• Do not save passwords on shared or personal devices.
• Disconnect when you are finished working.
• Avoid using public Wi‑Fi without an active VPN connection when handling sensitive data.
• Keep your VPN client, operating system, and antivirus software up to date.

Need More Help?

If you continue to experience issues, please Open a Ticket and include:

• The VPN client you are using.
• The exact error message displayed.
• Steps you have already tried.

Still Having Issues?