Overview
This article helps employees restore remote access before the issue is escalated to the IT Help Desk.
When to use
Use this article when the employee reports that the VPN client opens, but sign-in fails, hangs, or disconnects shortly after authentication.
Steps
Confirm the employee has a stable internet connection by opening a public website.
Fully disconnect from the VPN and close the VPN application.
Check that the laptop date and time are correct.
Reopen the VPN application and sign in with the employee's standard work account.
Approve the MFA prompt on the registered device.
If the VPN client prompts for stored credentials, clear the saved credentials and re-enter the password.
Restart the laptop and try the VPN connection again.
If the issue continues, capture the exact error message or a screenshot.
Escalate to IT Help Desk when
the account appears locked
MFA does not arrive
authentication keeps failing after restart
multiple employees report the same issue
Information to include in the case
employee name
department
time the issue started
device type
exact error message
screenshot, if available