Why VPN Issues Dominate IT Support Tickets
If you work in a small business and use a VPN to connect to the office network, you have probably experienced the frustration of a connection that drops, refuses to authenticate, or slows your internet to a crawl. VPN issues consistently rank as the top reason employees contact IT support.
The good news is that most VPN problems fall into a handful of categories, and most can be resolved quickly once you know what to look for.
Issue 1: Authentication Failures
The most common VPN problem is a failed login. This usually happens after a password change, when cached credentials are stale, or when two-factor authentication tokens expire. Here is what to check:
- Check your credentials — Make sure you are using your current network password, not an old one. If you recently changed your password, the VPN client may still be storing the old one.
- Clear cached credentials — In Windows, go to Credential Manager and remove any saved VPN credentials. On macOS, check Keychain Access.
- Verify your 2FA token — If your VPN uses two-factor authentication, make sure the token is fresh. Authenticator app codes expire every 30 seconds.
- Reset your password — If all else fails, a password reset usually clears the issue.
Issue 2: Connection Drops Randomly
A VPN that connects but then drops after a few minutes is usually caused by network instability or MTU (Maximum Transmission Unit) issues. Try these steps:
- Switch to a wired connection — Wi-Fi is less stable than Ethernet for VPN traffic. If you are on Wi-Fi and the VPN keeps dropping, try a wired connection first.
- Adjust the MTU setting — In your VPN client settings, try lowering the MTU to 1400 or 1350. This reduces the packet size and can prevent fragmentation-related drops.
- Check for ISP throttling — Some ISPs degrade VPN traffic during peak hours. If drops happen consistently at certain times, this may be the cause.
Issue 3: Slow Performance Over VPN
If the VPN connects but everything is slow, the issue might be your VPN protocol or routing configuration. Some things to try:
- Switch protocols — If your VPN supports it, try switching from OpenVPN TCP to UDP, or from IKEv2 to OpenVPN. Some protocols perform better on certain networks.
- Use split tunneling — If your VPN routes all traffic (including personal browsing) through the office network, ask IT to enable split tunneling so only work traffic goes through the VPN.
- Check your local internet speed — Run a speed test without the VPN connected. If your base speed is low, the VPN overhead will make it worse.
Issue 4: VPN Client Will Not Install or Start
On corporate-managed machines, VPN client issues are often caused by conflicting software or missing permissions:
- Check for conflicting VPN clients — Uninstall any old VPN software (Cisco AnyConnect, Pulse Secure, etc.) before installing a new one.
- Run as administrator — Right-click the installer and choose "Run as administrator" on Windows.
- Update your OS — VPN clients often require the latest OS updates, especially on Windows. Check for pending updates and install them.
When to Call IT Support
If you have tried the troubleshooting steps above and the VPN still will not connect, it is time to submit a ticket. When you do, include the following information to speed up resolution:
- The exact error message you see (screenshot if possible)
- Your operating system and version
- Whether you are on Wi-Fi or Ethernet
- Whether other people in your office are having the same issue
At NetrixIT, we respond to VPN tickets within 15 minutes during business hours. Contact us if you need reliable IT support for your team.