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By , IT support technician

Quick Answer

Ensure your home internet is working by loading a web page first. Then, open your VPN client, check that your username is correct, and try connecting to a different server location if available.

How to Troubleshoot VPN Connection Issues (User-Level Steps) ​

Applies to: Windows 10, Windows 11
Article Type: Troubleshooting
Last Updated: 2026-05-14

Summary ​

This article covers the most common VPN connection problems you can troubleshoot yourself — including failed connections, dropped sessions, and authentication errors — without needing admin rights or IT involvement.

Prerequisites ​

  • A VPN client already installed on your computer (installation is handled by IT).
  • A working internet connection (Wi-Fi or Ethernet) — VPN requires internet access to function.
  • Your current network credentials (username and password).

Instructions ​

1. Verify Your Internet Connection First ​

VPN cannot work without an active internet connection. Rule this out before troubleshooting the VPN itself.

  1. Open a browser and try loading a public website like https://www.google.com.
  2. If the page loads, your internet is working — proceed to Step 2.
  3. If the page does not load:
    • Check that Wi-Fi is connected (look for the Wi-Fi icon in the taskbar).
    • Restart your router (unplug for 30 seconds, plug back in, wait 2 minutes).
    • Try connecting via Ethernet cable if available.
    • See How to Fix Wi-Fi Connection Issues on Windows 11 for detailed steps.

2. Disconnect and Reconnect the VPN ​

A simple reconnection resolves most temporary VPN issues.

  1. Open your VPN client application.
  2. If the VPN shows as Connected, click Disconnect.
  3. Wait 10 seconds.
  4. Click Connect again.
  5. If prompted, enter your username and password.
  6. If your organization uses MFA, approve the push notification or enter the verification code.

3. Restart the VPN Client Application ​

If reconnecting does not work, fully close and reopen the VPN client.

  1. Right-click the VPN icon in the system tray (bottom-right of the taskbar, near the clock).
  2. Select Quit, Exit, or Close.
  3. If the option is not available, open Task Manager (press Ctrl + Shift + Esc).
  4. Find the VPN application in the list (e.g., GlobalProtect, Cisco AnyConnect, Pulse Secure, or your company's VPN).
  5. Click on it and select End task.
  6. Wait 10 seconds, then reopen the VPN client from the Start menu.
  7. Try connecting again.

4. Check Your Credentials ​

Expired or incorrect credentials are a common cause of VPN authentication failures.

  1. Verify you are using the correct username (usually your work email or domain username).
  2. Confirm your password has not expired. If you recently changed your password, use the new one.
  3. If your VPN uses MFA, ensure:
    • Your phone has signal or internet access to receive the MFA prompt.
    • The Microsoft Authenticator app is updated and working.
    • The time on your phone is set to automatic (incorrect time causes MFA codes to fail).
  4. If you are unsure about your credentials, try signing into https://myaccount.microsoft.com to verify your password works.

5. Clear Cached VPN Credentials ​

Old saved credentials can block new connections, especially after a password change.

  1. Click Start and type Credential Manager. Open it.
  2. Click Windows Credentials.
  3. Look for entries related to your VPN (they may include the VPN server name or your company domain).
  4. Click the entry and select Remove.
  5. Repeat for any other VPN-related entries.
  6. Close Credential Manager and try connecting to the VPN again. You will be prompted to enter fresh credentials.

6. Flush DNS and Reset Network Settings ​

Stale DNS entries can prevent VPN from resolving internal resources even when connected.

  1. Click Start and type Command Prompt. Open it.
  2. Type the following commands, pressing Enter after each:
    • ipconfig /flushdns
    • ipconfig /release
    • ipconfig /renew
  3. Close the Command Prompt.
  4. Disconnect from the VPN (if connected) and reconnect.

7. Restart Your Computer ​

A full restart clears network adapter states and resolves many persistent VPN issues.

  1. Save all open work.
  2. Disconnect from the VPN.
  3. Click Start > Power > Restart (use Restart, not Shut Down, for a full reset).
  4. After the computer restarts, connect to the internet first, then open the VPN client and try again.

8. Switch Networks (For Remote Workers) ​

Some networks block VPN traffic. This is common on hotel Wi-Fi, public hotspots, and restrictive corporate guest networks.

  1. If you are on public Wi-Fi, try switching to a mobile hotspot from your phone.
  2. If you are at home, try connecting your computer directly to the router via Ethernet cable.
  3. If you are on a guest network at another office, ask the local IT team if VPN traffic is allowed.

9. When to Contact IT ​

IT will ask for three things, so lead with them: the name of your VPN client as it appears in the Start menu, the exact error text it shows, and whether it fails on every network or only one. That last answer is the one that saves a day — it separates an account or certificate problem from a network that blocks VPN traffic.

Contact your IT helpdesk if:

  • You have tried all steps above and the VPN still will not connect.
  • You see an error mentioning "certificate expired" or "certificate not valid."
  • The VPN client needs to be reinstalled or updated.
  • You need a new VPN profile or configuration.
  • Your account is locked out after multiple failed attempts.

Troubleshooting ​

DANGER

VPN requires a working internet connection. Always verify your internet is functional before troubleshooting the VPN itself. If you can browse the web but VPN fails, the issue is VPN-specific.

Symptom / ErrorPotential CauseSolution
"Connection failed" or "Unable to establish connection"Internet down or VPN server unreachableVerify internet works (Step 1). Restart VPN client (Step 3). Try a different network (Step 8).
"Authentication failed"Wrong or expired passwordVerify credentials at myaccount.microsoft.com. Clear cached credentials (Step 5).
VPN connects then immediately disconnectsNetwork conflict or stale adapter stateRestart computer (Step 7). Flush DNS (Step 6).
Connected but cannot access company resourcesDNS resolution issueFlush DNS (Step 6). Disconnect and reconnect VPN (Step 2).
MFA prompt never arrivesPhone has no signal or time is wrongCheck phone signal. Ensure phone time is set to automatic.
"VPN client has stopped working"Application crashEnd task in Task Manager and reopen (Step 3). If persistent, contact IT for reinstallation.
"Certificate error" or "Certificate expired"Client certificate needs renewalAsk IT to issue you a replacement VPN certificate, and paste the full certificate error text into the ticket so they know which one expired.
VPN works on home Wi-Fi but not hotel/public Wi-FiNetwork blocks VPN portsSwitch to a mobile hotspot (Step 8).