Use this article if FortiClient VPN will not connect, says "VPN is down," gets stuck while connecting, or you cannot reach your work computer with Remote Desktop while working remotely.
How to sign in to the VPN
In the FortiClient password box, type your password, then a comma, then the 6-digit code shown in the Duo app on your phone, with no spaces. For example: YourPassword,123456
Duo does not send a notification for the VPN. Open the Duo app yourself to see the current code. The code changes regularly, so use a fresh one.
Quick checks
- Make sure you have internet. Open any website first. If you are at a hotel or other public Wi-Fi, finish its sign-in page before starting the VPN.
- Check the password box format. Password, comma, current Duo code, with no spaces. Make sure Caps Lock is off.
- Use your current password. If you changed your password recently, use the new one.
- Restart FortiClient. Disconnect, close FortiClient completely, open it again, and connect.
- Restart your laptop (Start, Power, Restart), then try again.
- Try the other connection. If FortiClient has more than one connection (for example NJ and MA), try the other one.
"VPN is down" or it keeps rejecting you
This message usually means the password or Duo code was not accepted: a typo, a missing comma, an expired Duo code, or an old password. It can also mean your account is temporarily locked after too many attempts. Stop trying for 15 minutes. A normal lockout clears itself, and more attempts can extend it. Then try once more, carefully, with a fresh Duo code.
Remote Desktop will not connect
Remote Desktop only works after the VPN is connected. Connect the VPN first, then open Remote Desktop. If you recently got a new computer at the office, tell IT, since your Remote Desktop connection may need to point to the new computer.
Traveling outside the United States
VPN connections from other countries are blocked by default. Contact IT before you travel so access can be arranged.
New phone or Duo problems
If you got a new phone, deleted the Duo app, or want Duo on a second phone, open a ticket. IT will send an activation text. Install the Duo app before you tap the activation link.
Contact IT
Open a ticket if none of the steps work, or right away if coworkers also cannot connect (this may be an outage). Include:
- The exact error message (a screenshot or photo helps) and where it stops (for example, "stuck at 45%").
- Where you are connecting from (home, hotel, another country).
- Whether you can open websites.
- Whether you changed your password or phone recently.
Do not include your password or Duo code in the ticket.