Troubleshooting VPN Issues
1. The first steps for VPN troubleshooting is to ensure that your username is correct. This should be your first initial, middle initial, and the first 5 of your last name. This may vary if you do not have a middle name or if your last name is shorter than 5 characters.
2. The second step is to ensure you are using the most recent password for your account. If your password is expired, you will not be able to connect to the VPN.
3. The next step is to verify the Logon Domain is left blank. There should never be any text or numbers listed in this section.
4. If you all the above is correct and you get the error listed below, your password could be expired and/or the Duo push sent to your device to confirm your login was not answered. As a general rule, IT recommends having the Duo app open when you are going to sign in, so that you can approve the push as soon as it pops up. If your password is already expired, please reach out to the IT Help Desk and we can help get you back on track.
5. If your username is correct, your password is correct, the domain section is blank, and the error above is not due to a Duo issue or expired password, the next step is to uninstall and reinstall the VPN through the Company Portal. To do this, go down to the Start menu and search for Company Portal and open the app.
6. Then go to the Apps category on the left hand side, and scroll down to the option for Tweet VPN and click on it.
7. It should currently say that it is installed. Click on the option to Uninstall and/or Reinstall. Confirm the uninstall when the window pops up.
8. Once it is uninstalled, a notification will show up saying that it has been uninstalled.
9. After that occurs, go back to the Company Portal in the Tweet VPN option and now select the option to Install. Note: It should say Uninstalled in the top right section.
10. Once installed, it will have another notification similar to the uninstall, but this time stating that it has been installed and the Company Portal page should look like the image below.
11. Now that it has been reinstalled, you can go back and try to sign into the VPN. If you are still running into issues after that, please reach out to the IT Help Desk and we can dig deeper into the issue.