What you’re seeing
- The VPN client shows connected, but mapped drives and internal websites don't open.
- Servers can be reached by IP address but not by name.
- Internet browsing works normally while the VPN is connected.
- Some internal systems work and others do not, depending on their location or subnet.
- The problem affects users on certain home networks more than others.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- The VPN does not assign the internal DNS servers, so names resolve using the home router or ISP.
- Split tunneling routes only some internal subnets through the VPN, leaving others unreachable.
- The home network uses the same IP range as the office, so traffic stays local instead of going through the tunnel.
- Firewall rules allow VPN users to reach some servers but not others.
- The DNS search suffix for the internal domain is missing, so short server names do not resolve.
Why it matters
A VPN that connects but doesn't deliver access is particularly confusing for remote staff, who reasonably believe they are on the network. They lose access to shared files, accounting systems and internal apps, and support requests spike. Some will email files to personal accounts or use unapproved file sharing to keep working, creating data protection risks. For businesses that rely on remote or hybrid work, this can stop a whole team at once.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
Why does it work for some staff but not others?
Home network settings vary. If a user's home router uses the same address range as the office, their traffic can go to the wrong place, while others are unaffected.
Is our VPN secure if it's misbehaving like this?
The connection itself is generally still encrypted; the issue is usually routing or name resolution. We confirm the configuration before changing anything.