Working remotely and connecting to the office
Microsoft 365 works from anywhere, but anything on an office server needs the VPN or remote desktop. Check the home internet first, then the connection method, then the specific app.
Step-by-step troubleshooting
- 1
Prove your home internet works
Open a website and run a speed test. If it's slow or dropping, restart the home modem and wait two minutes before blaming the work connection.
- 2
Work out what you actually need
Email, Teams, SharePoint and OneDrive need no VPN at all. Only mapped drives to an office server and older line-of-business apps do. If email works but a mapped drive doesn't, it's the VPN.
- 3
Connect the VPN
Open the VPN client we installed, sign in with your work account and approve the MFA prompt. A padlock or connected status means you're on. Reconnect after every restart or Wi-Fi change.
- 4
Reach mapped drives and remote desktop
Once the VPN is up, mapped drives may need a moment to reconnect — open File Explorer and double-click the drive. For remote desktop, use the shortcut we supplied; don't try to guess an address.
- 5
Improve a poor connection
Use a cable if you can, move closer to your router, and pause cloud backups, streaming and big downloads on the home network during meetings.
- 6
Printing from home
Office printers aren't reachable from home. Add your home printer locally, or save to PDF and print at the office later.
Contact us straight away if…
- The VPN rejects your sign-in or disconnects repeatedly.
- Several remote staff lost access at the same time — likely an office internet or firewall issue.
- You need remote access set up for a new starter or a new app.
Include this in your ticket
- Your home internet speed test result
- Whether email and Teams work
- The exact VPN or remote desktop error
- The name of the drive or app you can't reach
Still stuck? We'll take it from here
Log a ticket with what you already tried and our Australian help desk will pick it up. Anything urgent, phone 1300 904 635.
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