VPN Connection Troubleshooting Guide

VPN Connection Issues - Troubleshooting Steps

Common VPN Authentication Errors

If you're receiving "authentication failed" or "unable to connect" errors when trying to access the VPN, follow these troubleshooting steps:

Step 1: Verify Your Credentials

• Username: Should be your Apex email address (e.g., [e-mail])
• Password: Your current Okta password (same as email login)
• If you recently changed your Okta password, the VPN may be using the old one cached on your device

Step 2: Check VPN Client Version

• Open your VPN client
• Go to Help > About
• Current version should be 3.2.1 or higher
• If outdated, download the latest version from the IT Portal

Step 3: Clear Cached Credentials

Windows:

1. Open Credential Manager (Control Panel > User Accounts > Credential Manager)
2. Look for any VPN-related credentials
3. Remove them
4. Restart the VPN client and re-enter credentials

Mac:

1. Open Keychain Access
2. Search for "VPN" or "Cisco"
3. Delete any VPN-related entries
4. Restart the VPN client and re-enter credentials

Step 4: Reset Okta Password

If the above steps don't work, reset your Okta password:

1. Go to apexclearing.okta.com
2. Click "Forgot Password"
3. Follow the reset instructions
4. Wait 5 minutes for sync
5. Try VPN again with new password

Step 5: Reinstall VPN Client

If none of the above work:

1. Uninstall the VPN client completely
2. Restart your computer
3. Download fresh VPN client from IT Portal
4. Install and configure with your credentials

Still Having Issues?

If you've tried all these steps and still can't connect:

• Submit a ticket to IT Support with:
  • VPN client version
  • Operating system and version
  • Exact error message (screenshot if possible)
  • Steps you've already tried

Common Error Messages

• "Authentication failed" → Usually password issue, try Step 4
• "Certificate error" → VPN client needs update, try Step 2
• "Unable to establish connection" → Network issue, check your internet connection first
• "Account locked" → Contact IT immediately, do not retry

Last Updated: May 2026