VPN - Troubleshooting

Issue

VPN disconnects or fails to connect.

Error Messages

• VPN server host name could not be resolved.
• Failure in acquiring Microsoft Entra Token: Credential Dialog Canceled.
• Failure in acquiring Microsoft Entra Token: AAS server could not be reached.

Steps to Fix

1. Update Windows

1. Go to Start Menu > Settings > Windows Update
2. Click Check for updates
3. Restart your computer after updates

2. Check Internet Connection

1. Restart your modem/router
2. Confirm a stable connection
3. Try reconnecting to Azure VPN

Note: Remember the location of your VPN before reconnecting. 

If still not working, continue to Step 3.

3. Reconfigure VPN

1. Open Azure VPN
2. Click the three dots ⋯ > Remove
3. Click the plus sign + > Import
4. Select the VPN file (usually at C:\Users\<name>\VPN installer\singapore-p2s-V-1.0\AzureVPN\azurevpnconfig\)
5. Connect using Microsoft credentials.

4. Check the Microsoft Credential 

1. Check that your VPN/MS credentials haven't expired — try logging in to portal.office.com
2. If not working - proceed with reset password using your MFA.

If it is still not working, here are some additional Steps to Clear Saved Account 

1. Go to Start Menu and open the Azure VPN Client →  click the three-dot menu of your VPN connection 

   

   2. Click Configure 

   

   3. Browse it downwards and you will see Clear Saved Account then Save.

   

   4.Once cleared, reconnect to your VPN with your MS credential.

Still Having Issues?

• Take a screenshot of the error

• Submit a ticket: 

  How to Submit a Ticket in Zendesk

  Approval Triggers for Requests