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VPNs

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A Virtual Private Network (VPN) creates a secure connection between your device and a VPN service. VPNs are commonly used to access university or workplace resources remotely, or to provide additional privacy when using the internet.

Most current VPN services can be used over a Glide connection. However, a VPN does not make you completely anonymous online and does not replace security updates, secure websites or other good security practices.

Before choosing or paying for a commercial VPN, watch the short video below for a helpful explanation of what a VPN can and cannot protect.

Before you begin troubleshooting

If your VPN is supplied by your university or employer, use the setup instructions they provided. If you use a commercial VPN, check the provider’s support website for the correct application and settings for your device.

Important: Older VPN connections that use PPTP are outdated and may not work reliably. If your VPN still uses PPTP, contact the VPN provider or your organisation’s IT team and ask whether a current connection method is available.

Do not change a university or workplace VPN configuration unless their IT team has instructed you to do so.

Troubleshooting steps

Select each section below to expand and view the instructions.

1. Check the Glide connection without the VPN
  1. Disconnect the VPN completely.
  2. Open a web browser and visit a few different websites.
  3. If websites do not load while the VPN is disconnected, follow our Wi-Fi troubleshooting guide or check the Service Status in the Glide app.
  4. If the internet works normally until the VPN is connected, continue with the steps below.
2. Restart and update the VPN
  • Disconnect the VPN and fully close its application.
  • Restart your device, then open the VPN application and try again.
  • Install any available updates for the VPN application and your device’s operating system.
  • Check that the date, time and time zone on your device are correct.
  • Confirm that your VPN subscription or university/work account is active and that your sign-in details are correct.
3. Check the VPN server and connection settings
  • If the VPN application offers a choice of servers, try another server in the same region.
  • If the provider offers an Automatic or Recommended connection option, select it and test again.
  • If the provider allows you to change the VPN protocol, only use a protocol it officially supports for your device.
  • Make sure another VPN application is not connected at the same time.
  • If you entered the VPN settings manually, compare them with the latest details supplied by your VPN provider or organisation.
4. Check Always-on VPN, Kill Switch and security applications

Some VPN applications include an Always-on VPN or Kill Switch feature. This can deliberately block internet access whenever the VPN cannot connect.

  • Open the VPN application and temporarily turn off Always-on VPN or Kill Switch, then test the connection again.
  • Check whether another VPN, proxy, web filter, antivirus or third-party firewall application is active.
  • Do not turn off the built-in Windows or macOS firewall as a routine troubleshooting step. If the VPN provider says its application must be allowed through a firewall, follow the provider’s instructions or contact its support team.
  • Re-enable any protection that you temporarily turned off after completing the test.
5. Test the VPN on another connection

If possible, test the VPN using another trusted internet connection, such as your mobile phone’s hotspot.

  • If the VPN also fails on another connection, the issue is likely to be with the VPN service, account or device configuration. Contact the VPN provider or your organisation’s IT team.
  • If the VPN works on another connection but not on Glide, record the exact error and contact the Glide Service Desk using the details below.

Find and disconnect the VPN on your device

Windows 11
  • Go to Start > Settings > Network & internet > VPN.
  • Select the VPN connection, then select Connect or Disconnect.
  • If your VPN uses its own application, open that application to disconnect it or review its settings.
Apple Mac
  • Go to Apple menu > System Settings > VPN. You may need to scroll down in the sidebar.
  • Use the switch beside the VPN service to connect or disconnect.
  • Select the information button beside the VPN to view its settings.
  • If the VPN uses its own application, open that application to disconnect it or review its settings.
iPhone and iPad
  • Open Settings and search for VPN.
  • Open the VPN settings and turn off the active VPN connection.
  • Configuration profiles supplied by a university or employer can be viewed under Settings > General > VPN & Device Management.
  • Do not remove a university or workplace profile unless its IT team instructs you to do so.
Android and Samsung Galaxy

Android

  • Go to Settings > Network & internet > VPN.
  • Select the settings icon beside the VPN, then disconnect it or turn it off.
  • If the menu is not shown, search Settings for VPN.

Samsung Galaxy

  • Go to Settings > Connections > More connection settings > VPN.
  • Select the VPN to disconnect it or open its settings.
  • If the VPN uses its own application, open that application to disconnect it.

Contact the Service Desk

Glide can help confirm whether your underlying Wi-Fi or Ethernet connection is working correctly. However, we cannot configure, repair or provide account support for a third-party, university or workplace VPN. If the VPN itself is causing the problem, we may ask you to disconnect it and contact the VPN provider or your organisation’s IT team.

Call us on 0333 123 0115, or contact us online.

Please provide the following information:

  • The name and version of the VPN application.
  • Your device type and operating-system version.
  • Whether the VPN is for university, work or personal use.
  • Whether you are connected through Glide Wi-Fi or Ethernet.
  • Whether the internet works when the VPN is disconnected.
  • Whether the VPN works on another internet connection.
  • When the problem started and whether the VPN worked previously.
  • The complete error message or error code, with a screenshot if possible.
  • Your Glide username or Account ID.

For your security, do not send us your VPN password, one-time security code, recovery code or private certificate.

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