This guide covers the most common user problems. Try the steps in order; if the problem continues, contact Support with the information listed at the end.
I have no internet outside the office
Outside the office, the internet only works when the secure tunnel is up. If you have no connection:
- Check that the device is connected to a network (Wi-Fi or cable icon) and that the network works on another device, such as your phone.
- Wait a minute: after switching networks or waking the device, the tunnel can take a few seconds to re-establish.
- If the VPN sign-in window appears, sign in with your company account.
- If you are at a hotel or airport, you may need to complete a sign-in page. See Hotel and airport Wi-Fi.
- Disconnect from the network and reconnect. If that does not work, restart the device.
Problems with the sign-in window
- The window does not appear: wait a moment after connecting to the network; if it still does not appear, restart the device.
- My credentials do not work: make sure you are using your company account and not a personal one. If you use Google, pick your corporate account in the account chooser.
- I signed in but I am still offline: if your account is new, an administrator may need to approve it. Contact support.
- It asks me to sign in often: sessions expire periodically for security. If it happens many times a day, let support know.
A website does not load or appears blocked
By default, DNS queries go through the FiveGuardian5 security filter, which blocks malicious or unwanted domains. If a site you need for work does not load:
- Check the address is spelled correctly and that other sites do load.
- If only that site fails, it may be blocked by the filter. Send support the exact site address and why you need it.
- The FiveGuardian5 support team will review the request and, if appropriate, exempt the business domain (for example, a cloud service your team uses).
The hotel or airport page does not appear
- Open the browser and visit a simple site that does not use special encryption; this usually forces the redirect to the portal.
- Disconnect and reconnect to the Wi-Fi to open a new temporary window.
- If time runs out repeatedly, use your phone's hotspot and report the network name to support.
The connection is slow
Outside the office, your traffic goes through a FiveGuardian5 exit node, which can add some delay. If slowness is severe, test the same network on another device; public networks are often congested. If the problem persists across several networks, report it to support.
When to contact support
Contact support if the problem continues after these steps. Include your device name, the approximate time of the problem and a screenshot of the message. See what information to include.