topic Re: Connected to VPN but can’t access a shared folder in Broadband

Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 09:47:05 GMT

I am connected to my company’s VPN but cannot access a shared folder when working at home from my wifi-I have tried multiple devices and had the same problem but only when working from home. If I use a different wifi network or even my hotspot, it works.

The VPN itself is working, I just cannot access one folder. IT have investigated this thoroughly and I am the only one experiencing this issue-I need it fixed as soon as possible as I cannot work without it.

Re: Connected to VPN but can’t access a shared folder

Anonymous — Fri, 14 Oct 2022 09:59:04 GMT

Morning,

I'm sorry to hear this. Can I just confirm, do you see a specific error message when trying to access this folder?

Thanks

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 10:02:22 GMT

Yes it comes up saying the file is not accessible and I don’t have permission to use this network resource and that the network path is not found.

IT have checked this our end and there are no blocks on my account (I can access the folder when I’m in different locations)

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 10:05:57 GMT

Hi,

Yes it comes up saying the file is not accessible and I don’t have permission to use this network resource and that the network path is not found.

IT have checked this our end and there are no blocks on my account (I can access the folder when I’m in different locations)

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 10:17:59 GMT

Hi Jake,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 10:22:54 GMT

This is updated. Please use the alternative phone number if you call today

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 10:32:20 GMT

Thanks but could you add your TalkTalk landline telephone number so that we can locate you on our systems

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 10:36:22 GMT

Done

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 10:40:48 GMT

Thanks. Could you switch your router off and leave it off for at least 30 minutes, then switch back on and retest - please let us know how you get on

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 11:25:01 GMT

just turned it off for 30 mins and retested and still not working

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 11:30:01 GMT

OK thanks. I can try a different router firmware version, would you like to give this a try?

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 11:35:18 GMT

Yes sue how do I do this

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 11:36:17 GMT

I can do it. Is it OK to do the update now, it can take up to 10 minutes to complete?

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 11:46:29 GMT

Yes go for it

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 11:47:17 GMT

OK, I'll start the update now, please don't switch off your router

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 11:58:47 GMT

My internet is back on now so assuming this is complete, however I am still having the same problem unfortunately

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 12:20:58 GMT

OK thanks. Yes the firmware update is complete. Could you try rebooting the router again and if still not working could you try the 30 minute shutdown

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 13:02:00 GMT

Hi I’ve tried both of these things and neither has worked

Re: Connected to VPN but can’t access a shared folder

Chris-TalkTalk — Fri, 14 Oct 2022 13:05:22 GMT

OK thanks for trying. Do you have Homesafe enabled?

Chris

Re: Connected to VPN but can’t access a shared folder

JakeCrawford — Fri, 14 Oct 2022 13:07:13 GMT

I went through this with the person on live chat-I only have virus alerts on. We tried turning this off but it made no difference