Hello [Recipient Name],
Thank you for reaching out about getting VPN access to work while you are remote. We know these situations can be confusing or time-sensitive, so we want to walk you through the process as clearly as possible.
Below is a detailed walkthrough designed to give you clarity about why this issue may be occurring, what you should expect at each stage, and how to resolve it even if something doesn’t behave exactly as described. Please work through the steps in order and pause anytime you need more help.
- Make sure you have a stable internet connection at your remote location.
- Open the approved VPN client on your device and confirm you are using the latest version.
- Enter your network username, password, and any required MFA code when prompted.
- If the VPN connection fails, record the error message or code shown.
- Restart your device and try connecting again.
- If you still cannot connect, contact the IT service desk and provide the error details and your location.
- Ask whether there are any known outages or specific settings required for your home network or device.
In many cases, completing these steps resolves the issue without any further action. If something on your screen looks different from what is described here, make a note of what you see so you can share those details if you contact support.
If these steps do not resolve the problem, please include the details you gathered (error messages, times, screenshots, and what you already tried) when you contact IT. This information helps the support team diagnose and fix the issue faster.
We hope this was helpful and closes your issue, if not please reply to this issue or open a new one within the application. Thank you.
Click here to give us feedback on our response to your issue