Considering that Internet connection exists and it is functional or it was in the near past: end user can/could browse the internet |
Component |
Failure Diagnostic |
Possible causes |
To Fix |
BackOffice Systems |
No PC/ Location can connect |
Corporate systems malfunction |
Routers/Servers configuration (IT) |
Lost corporate internet connection |
Corporate IT contacts provider |
INTERNET at large |
One or more locations can not connect, while some can
Connection interrupted randomly |
Massive traffic, DOS (Denial of service attack) ongoing on some core network |
Try any of the following:
- Use alternate method (e.g. Citrix)
- Connect from a different location if possible
- Wait for improved conditions
|
Access provider |
Browser internet access works fine,
VPN can neverconnect |
Provider blocks IPsec, or certain ports (e.g. UDP 500, etc.) |
Any of the following:
- Use alternate method (home, hotel connections)
- Change provider if possible (home)
|
Most probable (at least 90%): End Point connection |
Access point (cable/dsl modem and router) |
Browser internet access works fine,
VPN canneverconnect |
Hardware/Software does not support VPN (see Access provider above) |
Any of the following:
- Use alternate method
- Contact Internet Service provider for access point configuration.
- Replace hardware with VPN compatible - where possible.
|
Wired connection |
No internet access at all, previously Browser and VPN worked |
PC unplugged (power saving disconnects network card)
Cable not connected
Cable damaged
Wireless active (routing conflict)
|
- Plug PC to A/C adapter and plug the adapter to the A/C wall outlet.
- Verify proper cable connection.
- Replace the cable.
- Disable PC wireless card.
|
Wireless connection |
Only browser or no internet access at all, previously Browser and VPN worked |
Poor signal
Connected to the wrong access point (AP) |
Use cable connection Change location
Verify / connect to the properAP |
PC also connected on cable (routing conflict) |
Disconnect cable |
Browsing works fine, No VPN at all |
Wireless AP does not support VPN |
Use alternate method
Change wireless AP
Contact ISP for configuration |
VPN connection works intermittently, connection drops at random, even when active.
Browsing works, possibly slow at times. |
Poor signal |
Change location
Use alternate method
Use cable connection |
Radio interference
Other wireless devices (PC, Access Points, game console, wireless handsets) |
Use cable connection
Try alternate method
Try to change location (unreliable)
Try different radio channels (time consuming, often unreliable) |
Radio interference:
power lines, Electrical equipment, fluorescent lighting, wireless handsets |
Use cable connection
Try alternate method
Try to change location (unreliable) |
User’s PC |
Browser works, VPN doesn’t work from any or certain locations, other PCs work |
Software corruption:
VPN client, Windows, undesirable new software/malware, S/W Firewall inadvertently enabled/ misconfigured |
Reinstall/Update VPN client,
Virus/malware scan
Further professional troubleshooting in the IT lab
Re-image PC if the case |
End User |
All systems in good working order, VPN worked, not anymore |
End user forgot procedure/password |
Refresh user training, verify/update passwords |
VPN connection drops after 5 - 15 minutes |
Inactivity timeout |
Reconnect VPN
Connect VPN only when needed, do required work and disconnect. |