[TIXGEEKS_POST]
VPN Issue Troubleshooting Ticket
What to capture when a user cannot connect to VPN, gets dropped, or can connect but still cannot reach what they need.
VPN tickets can be slippery because cannot connect can mean several different things. The user may fail login, fail MFA, connect and then drop, or connect successfully but still not reach a file share or app.
Capture the basics
- User name and device name.
- Location and network type, such as home Wi-Fi, hotel Wi-Fi, mobile hotspot, or office.
- VPN client name and version.
- Exact error message or screenshot.
- Whether MFA succeeded.
- Whether the issue affects one user or many users.
Separate connection from access
A user can be connected to VPN and still be blocked from the resource they need. Ask what they are trying to reach: file share, internal website, remote desktop, database, admin portal, or application.
Useful first checks
- Can the user access normal websites?
- Did the password or MFA method recently change?
- Does restarting the VPN client help?
- Does another network work?
- Are there known VPN or identity provider alerts?
A VPN ticket should make it clear whether the problem is login, connection stability, device health, network path, or permission.