VPN connection issues
Summary
This guide helps you troubleshoot and resolve: VPN connection issues. Follow the steps below to fix the issue.
Common Causes
VPN Connection Issues - Business User Guide
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 like "VPN connection failed"
Solutions
Step 1: Check Your Internet Connection
1. Open a web browser and try loading a website (e.g., google.com)
2. If you cannot load websites, troubleshoot your internet connection first
Step 2: Verify VPN Credentials
1. Ensure you're using the correct username and password
2. Your domain credentials may be required (e.g., DOMAIN\username)
3. Check if your password has expired — if so, reset it via the company portal
Step 3: Restart the VPN Client
1. Right-click the VPN icon in the system tray (bottom-right corner)
2. Select "Disconnect" or "Exit"
3. Wait 10 seconds
4. Reopen the VPN client and try connecting again
Step 4: Check VPN Service Status
1. Press Win + R, type services.msc, and press Enter
2. Look for the VPN service (e.g., "Cisco AnyConnect", "GlobalProtect", "Fortinet")
3. Ensure it's set to "Running" — if not, right-click and select "Start"
Step 5: 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
Step 6: Run as Administrator
1. Right-click the VPN client shortcut
2. Select "Run as administrator"
3. Try connecting again
Step 7: Check Firewall/Antivirus Interference
1. Temporarily disable your firewall or antivirus (only for testing)
2. Try connecting — if it works, add the VPN to exceptions
3. Re-enable security software after testing
Need More Help?
If the issue persists after trying these steps, contact IT Support with:
- The exact error message you're seeing
- Your computer name
- What you've already tried