Windows - VPN Connection Issues

Windows - VPN Connection Issues

Purpose – This article provides steps on how to resolve common VPN connection issues, including outdated user credentials and misconfigured VPN security settings.

Scope – This article is limited to devices with an existing VPN connection; It does not cover how to create a new VPN connection. For devices that need a VPN connection created, please submit an IT Helpdesk ticket to have the request reviewed for approval.

Identifying your version of Windows

The steps for reaching the required VPN settings differ slightly between the Windows 10/11 versions. Before proceeding with this guide, follow the steps below to identify your current version of Windows:

• Type winver into the Windows search bar, then press Enter
• A new window will open displaying the installed version of Windows

  

Once you have correctly identified your current version of Windows, you can proceed to the appropriate Windows 10/11 sections below.

Windows 10 Users (for Windows 11 users, continue scrolling down)

• Type VPN into the Windows search box and select VPN settings from the results displayed.

• Under VPN, click on the VPN name listed to display the options, then click on the Advanced options button. NOTE: the name listed for the VPN may vary slightly per setup (Sheltair VPN, SA VPN, etc.).

• In the Connection properties listed, click on the Edit button.

• in the Edit VPN connection window, modify only the following fields:
  • Type of sign-in info: select User name and password from the drop-down menu
  • User name: same as your computer logon. Do not include @sheltairaviation.com as part of the name.
  • Password: same as your computer logon. Note: you can click on the eyeball icon after typing your password to view what was typed.
• Check the Remember my sign-in info box to store your credentials.
• Click on the Save button to finish with those settings.
• Note: changes to any other fields in these settings will result in requiring additional troubleshooting efforts from the IT Helpdesk to restore the VPN connection. Modify only the fields specified.

• Once you are returned to the Connection properties, click on the back arrow.

• Click on the Change adapter options link listed under the Related settings section. NOTE: depending on the size of your window, this option may be listed on either the right side or at the bottom of the window.

• In the new Network Connections window that opens, right-click on the VPN name and select the Properties option. NOTE: the name listed for the VPN may vary slightly per setup (Sheltair VPN, SA VPN, etc.).

• In the Properties window, select the Security tab and modify only the following areas:
  • Data encryption: select Require encryption (disconnect if server declines)
  • Authentication: select the Allow these protocols button and check the Unencrypted password (PAP) checkbox. Uncheck any other boxes that may already be checked.
• Click on the OK button to finish with those settings.

• Close all the previous windows and attempt to reconnect to the VPN.
• If the connection is still unsuccessful, submit an IT Helpdesk ticket for additional assistance.

Windows 11 Users

• Type VPN into the Windows search box and select VPN settings from the results displayed.

• Under VPN connections, click on the VPN name to display the options, then click on the Advanced options button. NOTE: the name listed for the VPN may vary slightly per setup (Sheltair VPN, SA VPN, etc.).

• In the Connection properties listed, click on the Edit button.

• in the settings window that pops up, modify only the following fields:
  • Type of sign-in info: select Username and password from the drop-down menu
  • Username: same as your computer logon. Do not include @sheltairaviation.com as part of the name.
  • Password: same as your computer logon. Note: you can click on the eyeball icon after typing your password to view what was typed.
• Check the Remember my sign-in info box to store your credentials.
• Click on the Save button to finish with those settings.
• Note: changes to any other fields in these settings will result in requiring additional troubleshooting efforts from the IT Helpdesk to restore the VPN connection. Modify only the fields specified.

• Once you are returned to the Connection properties, click on the Edit button to the right of the More VPN properties section.

• In the Properties window, select the Security tab and modify only the following areas:
  • Data encryption: select Require encryption (disconnect if server declines)
  • Authentication: select the Allow these protocols button and check the Unencrypted password (PAP) checkbox. Uncheck any other boxes that may already be checked.

• Click on the OK button to finish with those settings.

• Close all the previous windows and attempt to reconnect to the VPN.
• If the connection is still unsuccessful, submit an IT Helpdesk ticket for additional assistance.