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 VPN server status and outage page

1. Before troubleshooting your local device, visit your company’s IT status page or outage page to confirm the VPN server is online.
2. If a server outage is reported, wait for IT to resolve the issue before attempting to reconnect.

Step 2: Verify your internet connection

1. Open a web browser and try loading a website such as https://www.google.com.
2. If you cannot load websites, troubleshoot your internet connection first.
3. If you are on a public or corporate network, confirm that VPN traffic is not blocked by network policies or your ISP.

Step 3: 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 4: Verify VPN licence or subscription status

1. Log in to your company’s VPN management portal or software portal.
2. Confirm that your user account has an active VPN licence or subscription.
3. If your licence has expired or been deactivated, contact your IT administrator to have it renewed.

Step 5: Verify VPN server address and DNS resolution

1. Confirm the VPN server address entered in your client is correct.
2. Open Command Prompt (Windows) or Terminal (macOS) and run ping <vpn-server-address> to test DNS resolution.
3. If the server address does not resolve, try using the IP address instead of the hostname, or contact IT to confirm the correct server address.
4. Typical VPN ports are UDP 500, UDP 4500, and TCP 443. Ensure these are not blocked by your router, firewall, or ISP.

Step 6: 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 connection.

Step 7: Restart the VPN client

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

Step 8: Check VPN service status

Windows

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

macOS

1. Click the Apple menu and select “System Settings” (or “System Preferences” on older macOS versions).
2. Go to “Privacy & Security” → “Profiles” or check the VPN client icon in the menu bar.
3. Ensure the VPN client is active and not disabled by a system profile.

Step 9: Update your VPN client

1. Open the VPN application (e.g., Cisco AnyConnect, GlobalProtect, or Fortinet FortiClient).
2. Check for updates in the settings or help menu.
3. If an update is available, install it and restart the client.
4. Alternatively, download the latest installer from the corporate software portal.

Step 10: Run the client as administrator

Windows

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

macOS

1. Close the VPN client completely.
2. Right-click (or Control-click) the VPN application in the Applications folder.
3. Select “Open” and enter your Mac administrator password if prompted.
4. Attempt to connect again.

Step 11: Check firewall and antivirus interference

1. Temporarily disable your firewall or antivirus.
2. Try connecting – if it succeeds, add the VPN client (e.g., Cisco AnyConnect, GlobalProtect, Fortinet FortiClient) to the software’s exception list.
3. Re-enable the firewall/antivirus after testing.

Step 12: Reinstall or repair the VPN client

1. Uninstall the current VPN client via Settings → Apps (Windows) or drag the application to the Trash (macOS).
2. Download the latest installer from the corporate software portal.
3. Install the client and retry the connection.

Step 13: Ensure your operating system is up to date

Windows

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

macOS

1. Click the Apple menu and select “System Settings” → “General” → “Software Update”.
2. Install any available macOS updates.

Security warning: Saving credentials on shared computers

When to escalate

Open a ticket via Open a Ticket if:

• You have completed all troubleshooting steps above and still cannot connect.
• Your VPN licence or subscription is inactive and you cannot renew it yourself.
• The VPN server status page indicates an ongoing outage that has not been resolved.
• You receive repeated authentication errors despite correct credentials.
• Your ISP or corporate network is blocking VPN ports and you cannot change network settings.

When submitting your ticket, please provide:

• The exact error message you are seeing
• Your computer name
• The VPN client name and version (e.g., Cisco AnyConnect 4.10, GlobalProtect 6.1)
• Whether you are using Windows or macOS
• What troubleshooting steps you have already tried

Still Having Issues?