VPN connection issues: A beginner's guide to troubleshooting your VPN

Cover photo from Kevin Paster on Pexels

Reading time: 2 mins

What is a VPN?  

Imagine the internet as a vast, open field. Everyone can see where you're going and what you're doing. A VPN is like building a secure tunnel through that field. It hides your online activities from prying eyes by creating a private connection between your device and a remote server. This makes it harder for others to track your online behaviour or intercept your data.

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Why is it important for businesses?  

You’re probably mostly familiar with VPNs as a means to watch the latest episode of your favourite foreign series. But they have more noble uses. For businesses, especially those with remote workers, VPNs are essential for protecting sensitive company information. That’s because public (or even home) networks are not usually secure like company networks are. So, VPNs create a secure network, allowing employees to access company resources as if they were in the office, without compromising security.  

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Common VPN problems and solutions

1. Check your internet connection:

• Verify you're online: Try to access a website like Google. If you can't connect, your internet is likely down. Contact your internet service provider.

• Restart your router: Routers sometimes need a refresh. Unplug it, wait 30 seconds, then plug it back in. Make sure you do the full 30 – a couple of seconds won’t hack it.

2. Troubleshoot the VPN software:

• Close and reopen the VPN app: Sometimes, a simple restart can fix glitches. Close the VPN software completely, then open it again.

• Update the VPN software: Outdated software can cause issues. Check the VPN app for updates and install them if available.

• Try a different server: Many VPNs offer servers in different locations. Switching to a different server might resolve connection problems.

3. Deal with firewall interference:

• Temporarily disable your firewall: Your firewall might be blocking the VPN. To check, temporarily disable it. If the VPN connects, you'll need to adjust your firewall settings to allow the VPN.

→ Windows Firewall: Search for "Windows Security" in the start menu, click on "Firewall & network protection", then click "Turn Windows Defender Firewall on or off".

→ macOS Firewall: Go to "System Preferences", then "Security & Privacy". Click the "Firewall" tab and unlock the settings.

• Create a firewall exception: Instead of disabling the firewall completely, you can create a specific rule to allow the VPN. Check your firewall software's documentation for instructions on how to do this.

4. Other possible issues:

• DNS issues: DNS (Domain Name System) translates website addresses into numbers your computer understands. Incorrect DNS settings can cause problems. Try using public DNS servers like Google's (8.8.8.8 and 8.8.4.4) or Cloudflare's (1.1.1.1 and 1.0.0.1). You can usually change DNS settings in your network adapter settings.

• IP conflicts: If multiple devices on your network have the same IP address, it can cause conflicts. This is less common but possible. Check your network settings for IP address assignments.

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Additional tips

• Contact your VPN provider: If you've tried everything and still can't connect, contact your VPN provider's support team. They can provide specific troubleshooting steps for your VPN.

• Consider a different VPN: If you consistently experience issues with your current VPN, trying a different service might be worthwhile.

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By following these steps and understanding the underlying technology, you can effectively troubleshoot most VPN connection problems. Alternatively, if you use an IT service provider like deeploi, you can reach out to our IT support team for help. They’ll get back to you within 30 minutes.

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