This knowledgebase article aims to assist end-users experiencing connectivity issues, including slowness or inability to access network resources, on both local area networks (LAN) and remote connections using Cisco AnyConnect VPN. These guidelines apply to both wired (Ethernet) and wireless connections. Follow these steps to troubleshoot and potentially resolve your connectivity issues before submitting an incident for support.
- Identify Your Connection Type: Determine if you are connected via a wired (Ethernet) or wireless connection. Wired connections generally offer more stability and speed.
- Verify Network Availability: Ensure the network you're trying to connect to is operational. Before proceeding, check with others in your area to see if they are connected. Trying to connect with another device may not be helpful if the issue is related to a username/password or locked account.
For On-Site Local Area Network (LAN) Issues
- Restart Your Device: Often, this simple step can resolve many connectivity issues.
- Check Physical Connections (Wired Only): Ensure your Ethernet cable is securely connected to both your computer and the router/modem. Additionally, inspect on-site components like wall plates, docking stations, or phones that the cables are connected to, especially when troubleshooting on-site issues.
- Check Wi-Fi Signal Strength (Wireless Only): Move closer to your Wi-Fi router to improve signal strength, if possible.
- Restart Your Router/Modem: Unplug it from power for 30 seconds, then plug it back in. Wait a few minutes for it to fully restart.
- Run a Network Diagnostic: Use your operating system’s built-in network troubleshooter to identify and sometimes automatically resolve issues.
For Cisco AnyConnect VPN Connectivity Issues
- Check Internet Connection: Confirm your base internet connection is working properly without the VPN.
- Restart Cisco AnyConnect Client: Close and reopen the Cisco AnyConnect client.
- Verify VPN Settings: Ensure you have the correct server address and login credentials. Not using the correct address for your access could cause issues.
- Restart Your Device: Often, this simple step can resolve many connectivity issues. Restarting your home router or modem might also resolve the issue.
- Check Physical Connections (Wired Only): Ensure your Ethernet cable is securely connected to both your computer and the router/modem.
- Check Wi-Fi Signal Strength (Wireless Only): Move closer to your Wi-Fi router to improve signal strength, if possible.
- Check for Network Overload: If connecting via your home network, high bandwidth activities by you or others on your network can affect connectivity. Be mindful of activities on your home network such as streaming, large downloads, or extensive online gaming.
- Contact IT Support: If you continue to experience issues, your organization’s IT support team may need to adjust settings on their end or provide specific advice for your situation.
- Keep Your System Updated: Regularly update your personal device's operating system and network drivers to ensure compatibility and optimal performance.