As much as we’d love to help with all issues, there are a few things that are simply out of technical reach. Your best option for issues with accessing your VPN is to contact your IT department or the company that issued your VPN and determine if there are any specific network settings required for your VPN to work properly.
Because we love our customers and want to help, we’ve outlined all the troubleshooting steps that one of our representatives would conduct with you. The first step is to check to see if you have Internet access. Simply open up a browser window and try to visit one of your favorite websites to see if it loads. If you’re unable to view the website, then try one of the following tips.
Reset your modem: Unplug the power from your modem, wait 10 seconds and plug it back in. It may take a few minutes until your modem powers back on completely.
Disconnect your device: If you're able to access the Internet outside of your VPN, then the issue is most likely caused by the VPN, not your Internet service.
Contact your IT department: If your Internet is working, but can’t connect to your VPN, please contact your IT department for further assistance. Your IT department may ask you for your IP address. To find out what your IP address is, simply visit Google and search “What’s my IP".
Troubleshooting articles and videos online: Your best option is to contact your IT department, however, if you prefer to troubleshoot on your own, there are many articles, videos, and other resources available online and specific to your issue. Simply conduct a search using keywords in the error message or a description of the issue.