If you're like most remote workers, your VPN is an essential tool that keeps you connected to your organisation’s network resources and IT solutions. When the VPN works, it's practically invisible and it’s all business as usual. But when issues arise, these can put a huge dent on your productivity.

Remote working continues to be a work approach that many businesses embrace, and Virtual Private Networks (VPNs) play a crucial role in this arrangement. VPNs secur remote work environments by encrypting internet traffic and ensuring secure access to corporate resources. However, despite their benefits, VPNs can sometimes present challenges that disrupt workflows.

VPN management by your remote IT support team or a third-party provider is often necessary to minimise downtime and maintain seamless connectivity. However, being a remote worker means you could be halfway across the globe or in a different time zone from your London-based main office, for instance. In this case, being able to do some core troubleshooting can help you get back to work quickly or provide valuable information to your helpdesk.

Basic Troubleshooting: Initial Checks and Quick Fixes

Businesses commonly encounter issues such as connection failures, slow speeds, and authentication errors. Understanding basic troubleshooting steps can help employees quickly resolve minor problems while knowing when to escalate issues to IT support ensures continued productivity. Before diving into complex solutions, you can first make an assessment of your:

Internet Connectivity

A stable internet connection is vital for a properly functioning VPN. If you’re experiencing issues, open a web browser and try accessing different websites. If pages don’t load or are slow, restart your modem and router. If problems persist, contact your internet service provider. An erratic internet connection could indicate that the VPN is not the main issue here.

VPN Client Status

Your VPN client should be running properly without crashes or errors. Check if the software is up to date, as outdated versions can lead to compatibility issues or connectivity failures. If the client is unresponsive, a quick fix is to force-quit the application and then restart it.

Credential Confirmation

Many VPN connection issues stem from incorrect login details. Verify that your username and password are correct, and see if multi-factor authentication (MFA), if required, is properly configured. Your credentials may have recently changed, and you simply failed to update these in the VPN client accordingly.

Common VPN Problems and Solutions

Once you’ve done the basic checks and the issue persists, there’s more you can do at your end. Let's take a look at the problems you're most likely to encounter and what you can do about them:

Connection Issues

When you can't connect to your VPN at all, first check if you're using the correct server address. Your company may have multiple VPN servers, and connecting to the wrong one won't work. If you're sure you have the right server but still can't connect, try restarting both your VPN client and your computer – this simple step often resolves connection problems by clearing out any stuck network settings.

Frequent disconnections can be incredibly frustrating when working from outside the office, especially during important meetings, using critical IT solutions, or when accessing crucial documents. Connection problems are often caused by network instability or bandwidth issues. Try moving closer to your router or connecting via ethernet cable instead of Wi-Fi. If disconnections persist, your VPN might be timing out due to security settings. Now this is an issue that your IT provider or MSP may be able to help with.

Performance Problems

Is your VPN moving at a crawl, making even simple tasks feel like a struggle? There could be several factors at play in this situation. First, check what else is consuming your bandwidth. Is your network also burdened by streaming services or large downloads? Keep in mind that due to bandwidth use, the other family members' online activities can also affect your VPN’s  performance. Many VPN clients have a built-in speed test feature. Use it to document your speeds when reporting these issues to your IT team.

High latency is another common concern. This refers to the delay between your actions and the system's response. Some latency is normal with VPN connections, and this often occurs when connecting to distant VPN servers or during peak usage times. However, excessive delays usually indicate an issue that needs professional attention.

When to Contact Your IT Service Provider

While basic troubleshooting can resolve many issues, some situations require expert intervention. Contact your remote IT support or service provider immediately if you:

1. Experience persistent connection failures despite basic troubleshooting;
2. Notice significantly degraded performance that lasts more than an hour;
3. Receive any security warnings or certificate errors; or
4. Can't access essential business applications through the VPN.

Before reaching out, gather relevant information, such as error messages, logs, and details about your network setup. VPN management services can also help prevent issues by monitoring and maintaining your VPN infrastructure. 

Best Practices for Maintaining a Reliable VPN Connection

The well-known adage that prevention is better than cure holds just as true for digital workplace connectivity as it does for health and safety. Maintaining a robust VPN setup requires proactive attention and a few key strategies.
Start by treating your VPN client like any of your critical business IT solutions: keep it consistently updated. Most managed services providers can help automate these updates, ensuring you're always running the most secure and stable version. Beyond patching and updates, pay attention to the overall health of your device. Regular system maintenance and managing your system resources can significantly improve VPN performance.

Your home network also plays a crucial role in VPN reliability. Investing in a quality router with good security features and consistent performance would be a sound decision. If possible, use a wired ethernet connection instead of Wi-Fi. This provides more stable connectivity. Be mindful of network congestion—try to schedule large downloads or bandwidth-heavy activities outside of the busiest work hours.
Password hygiene is another indispensable maintenance strategy. Use strong, unique passwords for your VPN access and enable multi-factor authentication whenever possible. Your company’s tech team can help implement and manage these security protocols, adding an extra layer of protection to your remote work setup.

Lastly, documentation is your friend. Keep a record of your VPN configurations, any recurring issues, and the solutions that worked. This will prove valuable to your future troubleshooting efforts, and offers useful information to your remote IT support team.
By taking these proactive steps and coordinating with your trusted managed services provider, you'll minimise VPN disruptions and maintain a smooth, secure remote working experience.