VPN Not Connecting – Self-Service Steps
Steps to try when your VPN will not connect before contacting IT.
VPN Not Connecting – Self-Service Guide
Self-service troubleshooting steps for VPN connection problems.
What is happening with your VPN?
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VPN Not Working – What to Try First
Follow these steps before contacting IT when you cannot connect to VPN.
Step 1 – Check your internet connection
VPN requires an active internet connection. Before troubleshooting VPN, confirm you can browse to a public website such as google.com.
Step 2 – Check your credentials
Make sure you are using your current work username and password. If your password was recently changed, your VPN password must be updated too.
Step 3 – Check for an error message
Note the exact error message shown in your VPN client. Common messages include:
- "Authentication failed" – incorrect password or account issue
- "Unable to connect to server" – server address may be wrong or server is down
- "Certificate error" – VPN certificate may have expired (contact IT)
Step 4 – Restart the VPN client
Close the VPN application completely, wait 10 seconds, then reopen it and try connecting again.
Step 5 – Restart your computer
A full restart often resolves VPN connectivity issues, especially after a Windows update.
When to contact IT
Contact IT if you still cannot connect after trying the above. Please tell IT:
- The exact error message
- Whether VPN has ever worked on this device
- Whether your password was recently changed
- The device you are using (laptop model and whether it is a work device)
If these steps don't resolve your issue, try the tab for an interactive walkthrough.
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