Resolving Network and Connectivity Issues – Zendesk

Experiencing network or connectivity problems?

If you're having trouble connecting to the internet or network resources, follow these steps to get back online.

No Internet Connection

Check Your Physical Connection

If you have no internet access:

For wired connections, ensure the Ethernet cable is securely plugged into your computer and wall port
Check if the link lights on your network adapter are lit
Try a different Ethernet cable if available
For wireless, verify Wi-Fi is enabled on your device

Restart Your Network Devices

Often a simple restart can resolve connectivity issues:

Restart your computer
If you have a personal router/modem, unplug it for 30 seconds, then plug it back in
Wait 2-3 minutes for the device to fully restart
Try connecting again

Wi-Fi Connection Problems

Can't See or Connect to Wi-Fi Network

If you can't find or connect to the company Wi-Fi:

Make sure Wi-Fi is turned on in your device settings
Check that you're within range of the Wi-Fi access point
Verify you're connecting to the correct network name (SSID)
"Forget" the network and reconnect with the correct password
Update your Wi-Fi drivers

Connected but No Internet Access

If you're connected to Wi-Fi but can't access the internet:

Try opening a web browser in incognito/private mode
Check if you need to accept a terms of service or login page
Disconnect and reconnect to the network
Run the network troubleshooter in your operating system
Clear your DNS cache (see below)

Slow or Intermittent Wi-Fi

If your Wi-Fi connection is slow or keeps dropping:

Move closer to the Wi-Fi access point
Check for physical obstacles or interference (walls, metal objects, other electronics)
Disconnect devices you're not using
Try connecting to a different Wi-Fi band (5GHz vs 2.4GHz) if available
Contact IT Support to check for network congestion or access point issues

VPN Connection Issues

Can't Connect to VPN

If you're unable to establish a VPN connection:

Verify you have an active internet connection before connecting to VPN
Ensure you're using the correct VPN credentials
Check that your VPN client software is up to date
Try disconnecting and reconnecting
Restart the VPN application
Restart your computer

VPN Connects but Can't Access Resources

If you're connected to VPN but can't reach company resources:

Verify you're using the correct VPN profile for your needs
Check that you have the necessary permissions to access the resource
Try accessing the resource using its IP address instead of hostname
Contact IT Support to verify network access is properly configured

VPN Keeps Disconnecting

If your VPN connection is unstable:

Ensure your internet connection is stable
Try a different network if possible (mobile hotspot, different Wi-Fi)
Check if your firewall or antivirus is blocking VPN traffic
Update your VPN client to the latest version

Can't Access Shared Drives or Network Resources

If you can't connect to shared folders or network drives:

Verify you're connected to the company network or VPN
Check that you're using the correct network path or drive letter
Ensure you have the necessary permissions to access the resource
Try accessing the resource using a different method (web portal, mapped drive, UNC path)
Disconnect and reconnect to the network drive
Restart your computer

DNS and Network Configuration Issues

Clear Your DNS Cache

To clear your DNS cache:

Windows: Open Command Prompt and run: ipconfig /flushdns
Mac: Open Terminal and run: sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder
Linux: The command varies by distribution; consult your IT team

Renew Your IP Address

To refresh your network connection:

Windows: Run ipconfig /release then ipconfig /renew
Mac: Go to System Preferences → Network → Advanced → TCP/IP → Renew DHCP Lease

Firewall or Security Software Blocking Connection

If you suspect security software is causing issues:

Do not disable your firewall or antivirus without IT approval
Check if the application you're trying to use is being blocked
Add exceptions for trusted applications if needed
Contact IT Support for guidance on security settings

Testing Your Connection

To diagnose connectivity issues:

Try accessing different websites to see if the issue is specific to one site
Test your connection speed using an online speed test
Try connecting from a different device to see if the issue is device-specific
Check if other users are experiencing similar issues

Working Remotely

If you're working from home or a remote location:

Ensure your home internet connection is working properly
Contact your ISP if you're having home internet issues
Use VPN to access company resources securely
Consider using your mobile hotspot as a backup connection

Still Having Connectivity Issues?

If you've tried these steps and still can't connect, contact IT Support with:

A description of what you're trying to access
The exact error message you're receiving
Your location (office, remote, specific building/floor)
Whether the issue started suddenly or has been ongoing
What troubleshooting steps you've already tried
Whether other users in your area are affected