VPN connection issues

Summary

This guide helps you troubleshoot and resolve: VPN connection issues. Follow the steps below to fix the issue.

Common Causes

Problem

You cannot establish a VPN connection to the company network, or the connection drops frequently.

Symptoms

• VPN client fails to connect
• Connection hangs at “Connecting…” for extended periods
• Frequent disconnections
• Error messages such as “VPN connection failed”

Solutions

Step 1: Check your internet connection

1. Open a web browser and try loading a website (e.g., https://www.google.com).
2. If you cannot load websites, troubleshoot your internet connection first.

Step 2: Verify VPN credentials

1. Ensure you are using the correct username and password.
2. If required, enter your domain credentials in the format DOMAIN\username.
3. Check whether your password has expired; if so, reset it via the company portal.

Step 3: Verify VPN server address and required ports

1. Confirm the VPN server address is correct and resolves via DNS.
2. Typical VPN ports are UDP 500, UDP 4500, and TCP 443. Ensure these are not blocked by your router or ISP.

Step 4: Check split‑tunnelling and network adapters

1. If split‑tunnelling is enabled, verify the settings allow traffic to the corporate network.
2. Ensure the correct network adapter (Wi‑Fi or Ethernet) is being used for the VPN.

Step 5: Restart the VPN client

1. Right‑click the VPN icon in the system tray (bottom‑right corner) and select “Disconnect” or “Exit”.
2. Wait 10 seconds.
3. Reopen the VPN client and attempt to connect again.

Step 6: Check VPN service status

1. Press Win + R, type services.msc, and press Enter.
2. Locate the VPN service (e.g., “Cisco AnyConnect”, “GlobalProtect”, “Fortinet”).
3. Ensure the service is set to “Running”. If not, right‑click and select “Start”.

Step 7: Update your VPN client

1. Open the VPN application.
2. Check for updates in the settings or help menu.
3. If an update is available, install it and restart the client.

Step 8: Run the client as administrator

1. Right‑click the VPN client shortcut.
2. Select “Run as administrator”.
3. Attempt to connect again.

Step 9: Check firewall and antivirus interference

1. Temporarily disable your firewall or antivirus.
2. Try connecting – if it succeeds, add the VPN to the software’s exception list.
3. Re‑enable the firewall/antivirus after testing.

Step 10: Reinstall or repair the VPN client

1. Uninstall the current VPN client via Settings → Apps.
2. Download the latest installer from the corporate software portal.
3. Install the client and retry the connection.

Step 11: Ensure Windows is up to date

1. Open Settings → Update & Security → Windows Update.
2. Install any pending updates. For detailed instructions, see How to update Windows.

Need more help?

If the issue persists after trying these steps, open a ticket and provide:

• The exact error message you’re seeing
• Your computer name
• What you’ve already tried

Still Having Issues?