Devices & Network
Fix common Wi-Fi and VPN connection problems
Quick checks to get back online when Wi-Fi drops or your VPN will not connect.
Self-help article4 min readHelp is one ticket away
Wi-Fi checks
- Make sure Wi-Fi is turned on and airplane mode is off.
- Confirm you are connected to the right network, not a guest or neighbor network.
- Turn Wi-Fi off and on again, or forget the network and reconnect.
- Restart your computer.
- Check whether other devices nearby are also offline. If they are, the issue is likely the internet connection or router.
At home
- Unplug your modem and router for 30 seconds, then plug them back in.
- Wait two to three minutes for the lights to settle and try again.
- Move closer to the router, or use a wired connection for important calls.
VPN will not connect
- Confirm your regular internet works by opening a website.
- Close the VPN app completely and open it again.
- Check that your password has not recently changed or expired.
- Restart your computer and try again.
When you submit a ticket, tell us where you are (office, home, hotel), whether other devices work, and any error message.
Avoid doing sensitive work on public Wi-Fi without the company VPN.
Still need help?
If these steps did not solve the problem, our team is ready to help.
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