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Troubleshooting VPN Disconnects: Solutions for a Stable Connection

Summary

This guide helps fix common problems that cause VPN disconnects or for it to run slow. It includes easy steps like checking your network settings and updating your VPN software. The goal is to help you keep your VPN connection stable and secure.

Troubleshooting guide

Things to try before calling Service Desk

Checking your connection

Check that you are connected to the internet. You can do this by opening your wed browser and going to a website such as www.google.co.uk or www.bbc.co.uk .

Restart Your Router

Turn off the router for a minimum of 30 seconds and then back on. (It may also help to restart the laptop)

Internet Issues

While the Service desk team will always assist and aim to resolve your problems sometimes the issues may fall outside of their control, and you will need to speak to your internet provider. Below are some ways you can identify if you should contact them.

Action the below test’s twice: while disconnected from the VPN and while connected to it.

Check Your Home Broadband Speed

Run a speed test by going to www.google.co.uk.

In the search box type in ‘Internet Speed Test’ and click ‘Run Test’

Record your download and upload speed’s or take a screenshot.

If the speeds are slow on the vpn contact your internet provider

Check your Ping

Ping is used to check if a computer or device can communicate with another device over a network, like the internet. It's like sending a message to see if the other device responds. If it does, it means the connection is working, if it doesn't there might be an issue with the connection and if its response time fluctuates the connection is unstable.

To check this click on the following link: Ping, a webtool to test the stability of your internet connection (ping test)

Click on ‘Test your connection’ then click ‘Start’

Let this run for around 30 seconds to a minute then click ‘Stop’

Take a print screen of the results ( example shown below)

The lower the avg. value the better the ping (ideally under 30 milliseconds (ms)). Here's a general breakdown:

0-30 ms: Excellent!

30-60 ms: Good!

60-100 ms: Acceptable. May notice slight delays

100-200 ms: Poor. You might start seeing noticeable lag.

200+ ms: Very poor. Expect significant delays.

If the ping is showing at 60 or above, please contact your network provider. 

Tip: You can usually see if there is a wider network or internet problem on your internet providers website. 

FAQ’S

Q: I Know I need to speak to my network provider but I’m unsure what to say?

A: Simply let them know that you work from home using a vpn then provide the information from your speed and ping tests, then describe the issue you’re having.

Q: My ping and internet speed are okay but I’m still experiencing issues. What should I do?

A: Check the article Okta Verify/VPN: FAQ’S and Troubleshooting – this has additional information and if this doesn’t resolve the issue please call the Service Desk Team.

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