VPN not working (Client or IPsec)

Is your VPN not working? Don’t worry, we’re here to help. Please try the steps below before contacting the support team. In many cases, this already solves the issue.

Still not working? Be sure to send us the questionnaire you can find at the bottom of this page together with your support request, so we can assist you faster.

Possible causes:

• Incorrect login details

• Changes in the VPN settings

• The office IP address has changed

• The router or a firewall is blocking the connection

First check the steps below. If the problem persists, copy and answer the questions at the bottom of this page and send them to support@dstny.be. 

• Check if your device is connected to the internet.

• Write down the exact error message or error code.

• Restart your modem/router and VPN software.

• Check your current public IP address via https://www.whatismyip.com.

• Test the connection using a mobile hotspot (4G or other). If it works with the hotspot, the issue may be with your office connection or firewall.

Problem not solved? Copy the questionnaire below and send your answers along with your support request to support@dstny.be

Does your Internet connection work?
[Yes / No]

On how many devices does the problem occur?
[ ] All devices [ ] Only one or a few devices

What type of VPN are you using:
[ ] IPsec [ ] SSL [ ] L2TP [ ] I don’t know

What is the exact error message or error code?
[Add a message or a screenshot]

Your current public IP address (to be checked via whatismyip.com):
[Enter the IP address]

Have you tested via a mobile hotspot (4G or other)?
[Yes / No] → [If yes, did it work?]

Have you already restarted your modem/router and the VPN software?
[Yes / No]

When did the VPN last work?
[Enter date/time]