VPN Troubleshooting Tips

If a machine is having issues connecting to the VPN, here are a handful of troubleshooting steps to try

First thing I usually ask is it the user is receiving the MFA prompt on their Microsoft Authenticator App
- If they are not receiving the prompt (try resetting their MFA configuration through Azure AD and have them reconfigure it on office.com. They may need assistance here, a lot of people get tripped up setting MFA up on the app.
- If they are receiving the prompt, you'll have to remote into their machine to look at their VPN configuration

Remote into the machine and double check the VPN configuration - it should look like the images below. The 'Connection name' doesn't really matter, as long as the user knows it's the VPN for CBA.

If the configuration looks correct - try deleting the current VPN setup and add a new one using all of the same settings. The pre-shared key can be found in 1Password.

Also, check if the machine needs any Windows or Dell updates, specifically any network driver/adapter or BIOS related updates.

Check if the user's time is accurate on their computer. If the time is more than a few minutes off, it may cause authentication errors when logging in to websites or applications. If it is more than a few minutes off -- see the time sync troubleshooting Solution in freshservice.