Troubleshooting VPN Connection Issues
**Note you can only access the VPN outside of the Trust.
At MKUH, we rely on the built-in Windows VPN for secure remote access. On average, 400 staff use this VPN on Trust devices each day.
If you encounter an error when trying to connect to the VPN, here are some steps you can take to resolve the issue:
1.Try Using a Mobile Hotspot
Use your phone as a mobile hotspot to bypass your home Wi-Fi and see if you can connect to the VPN.
👎If you are unable to connect using your mobile hotspot, please call us or log a ticket using this form : Submit a ticket : MKUH.IT Service Desk
👍If this works, it could indicate that your home internet provider is blocking access, rather than an issue with the VPN itself.
2.Try rebooting your router
Rebooting your home router can often resolve VPN connection issues by clearing network cache, resetting connections, and releasing a new IP address from your provider. It may potentially reopen blocked ports and can improve network performance by freeing up memory. Altogether, these actions can help restore a stable VPN connection.
3.Check Router Settings with Your Internet Provider
If you are still unable to connect, our VPN uses the IKEv2 protocol, which requires access to UDP ports 500 and 4500. Contact your internet provider and ask them to open these ports on your router to ensure compatibility with our VPN.
Linked Articles
How do I access the VPN on a Trust device?
Checklist for Working from Home (WFH)