PROBLEM HELP / CONNECTION
VPN won’t connect?
Access to files, applications, or the server fails even though the internet works. The error message and who is affected are more useful than restarting without a clear reason.
INITIAL ASSESSMENT
What is failing right now
01 / Connection
Does the VPN fail to connect at all, or does it drop shortly after connecting?
02 / Access
Does the VPN show as connected, but some services remain unreachable? That points to a different issue.
03 / Scope
Does it still work for your colleagues? Is there another network where it works?
FIRST STEPS
What you can safely check.
Don’t change VPN profiles, certificates, or firewall rules without a clear reason. These observations are enough to get started.
Check your normal internet connection
Does a familiar website load without the VPN? If not, start with the local connection.
Note the error message
Record the wording, error code, and time. A screenshot can help; please exclude passwords and one-time codes.
Compare devices and locations
Is one laptop, several people, or an entire location affected? Trying another approved network may provide a useful clue.
Distinguish sign-in from access
Does sign-in fail, or only access after the VPN connects successfully? Note the step where it stops.
UNDERSTANDING THE ISSUE
Possible causes, without guesswork.
An unreachable endpoint, expired access permissions, or a problem with multifactor sign-in, the VPN client, or the local network can look similar. If the VPN is connected but an application is unreachable, we also check name resolution, routes, and the service itself. We first distinguish device, network, and remote endpoint issues.
Please don’t send credentials or one-time codes. We’ll arrange secure access directly with you if needed.
Further information from the vendor: Microsoft’s introduction to VPN connections in Windows.
URGENT HELP / WESUPPORT
Get back to working securely.
Tell us which connection is failing, when the problem started, and how many people are affected. Calling is the most direct way to get help with an urgent outage. If you can’t call, use the short help request form.