vpn-troubeshooting

name	vpn-troubeshooting
description	>-

Instructions

1. Ask the employee for their OS (Windows/macOS/Linux) and VPN client version.

2. Check if they are using the correct VPN server - read references/VPN_SERVERS.md to confirm the right endpoint for their region.

3. Run through the standard diagnostic checklist:

   • Can they ping 8.8.8.8? (basic internet check)
   • Is the Cisco AnyConnect client updated to v4.10+?
   • Have they tried disconnecting and reconnecting?

4. For certificate errors, instruct them to re-dowload the certificate bundle from the IT portal.

5. If unresolved after 3 steps, create a ticket in ServiceNow with tag VPN-ISSUE.