Clavister OneConnect VPN Troubleshooting Guide

Overview

If you are unable to connect to the Clavister OneConnect VPN, the issue is typically related to your account password rather than the VPN software itself.

The majority of VPN connection issues are caused by one of the following:

1. Your password has expired and needs to be changed.
2. Your password has recently been changed, but Clavister OneConnect is still using your old saved password.
3. Your Internet Service Provider (ISP) has blocked VPN traffic or is experiencing network issues

Before contacting support, please work through the troubleshooting steps below.

Issue 1: Password Has Expired

Symptoms

• VPN connection fails.
• You receive an authentication or login error.
• You have not changed your password recently.
• You may also be unable to access Microsoft 365 services such as Outlook or Teams.

Resolution

1. Log in to your PassPortal account.
2. Change your password using the Password Change function.
3. Wait approximately 5 minutes for the password change to synchronise across all systems.
4. Refresh Your Clavister OneConnect Credentials.

If you are unsure how to change your password, please refer to the Password Change knowledge base article.

Issue 2: Clavister OneConnect Is Using Old Credentials

Symptoms

• Your password was recently changed.
• Outlook, Teams, or Microsoft 365 services are working correctly.
• Clavister OneConnect continues to reject your login.

Resolution

Clavister may still be storing your previous password.

Follow the guide below to remove the saved credentials and reconnect:

Refresh Saved Credentials

1. Open Clavister OneConnect.
2. Click the Menu button.
3. Edit your VPN profile.
4. Untick Remember Sign-In.
5. Click Save.
6. Click Connect.
7. Enter your username.
8. Enter your new password.
9. Complete the connection process.

If successful, the Clavister icon will display a green indicator and the status will show Connected.

How to Refresh Your Clavister OneConnect Credentials After a Password Change

Issue 3: Internet Connection Blocking VPN Traffic

Symptoms

• VPN works from another location.
• VPN works when using a mobile hotspot.
• VPN fails only when connected to your home internet service.

Resolution

Some home internet providers, modems, or firewall configurations can block VPN traffic.

To test:

1. Enable a mobile hotspot on your mobile phone.
2. Connect your computer to the hotspot.
3. Attempt to connect to Clavister OneConnect.

Results

If the VPN works from a hotspot but not your home internet connection, contact your Internet Service Provider (ISP) and advise them that VPN traffic appears to be blocked.

Issue 4: No Internet Connection

Symptoms

• Websites do not load.
• Teams and Outlook are offline.
• Clavister fails immediately.

Resolution

Verify that:

• Your internet connection is active.
• You can browse to several websites.
• You are not experiencing a local internet outage.

If your internet connection is unavailable, restore internet access before attempting to connect to the VPN.

Quick Troubleshooting Checklist

Before contacting support, please confirm:

☐ Internet connection is working.

☐ Password has not expired.

☐ Password has been changed via PassPortal if required.

☐ Waited at least 5 minutes after changing password.

☐ Removed saved credentials from Clavister OneConnect.

☐ Tested using a mobile hotspot.

☐ Restarted the computer.

☐ Retried the VPN connection.

When to Contact HealthyPC Support

Please contact support if:

• You cannot change your password.
• Your account remains locked.
• VPN connection still fails after completing all troubleshooting steps.
• The VPN software displays an error message that is not covered in this guide.

When contacting support, please include:

• Your name.
• A screenshot of any error messages.
• Confirmation that you have completed the troubleshooting steps above.
• The HPC# of the device you are using (if applicable).

HealthyPC Support
(08) 9200 6145
support@healthypc.com.au

How to Refresh Your Clavister OneConnect Credentials After a Password Change

If your Windows or VPN password has recently been changed, Clavister OneConnect may continue trying to use your old saved password. This can prevent you from connecting to the VPN.

Follow the steps below to remove the saved credentials and enter your new password.

Step 1: Open the VPN Profile List

Open Clavister OneConnect and click the Menu button in the top-right corner.

Step 2: Edit Your VPN Profile

Locate your VPN profile and click the Edit (Pencil) icon.

Step 3: Disable Saved Credentials

Untick Remember sign-in and then click Save.

This removes the previously stored password.

Step 4: Start a New Connection

Return to the main screen and click Connect.

Step 5: Enter Your Username

When prompted, confirm or enter your username and click Continue.

Step 6: Enter Your New Password

Enter your new password and click Continue.

Important: Ensure you use the password that was most recently provided or changed.

Step 7: Confirm Successful Connection

Once connected successfully:

• The Clavister logo will display a green indicator
• The status will show Connected
• A connection timer will begin counting

Still Unable to Connect?

If you continue to experience issues after updating your credentials:

1. Confirm you can log in to your Microsoft 365 or Windows account using the new password.
2. Try connecting using a mobile hotspot to rule out local internet or ISP issues.
3. Restart your computer and try again.
4. Contact the HealthyPC Support Team for further assistance.

HealthyPC Support
(08) 9200 6145
support@healthypc.com.au

Best Practices for Creating SharePoint Folder & File Structures

Purpose

This guide explains how to organise folders and file names in Microsoft SharePoint and OneDrive so that files remain easy to open, sync, and share.

Following these best practices will prevent issues such as:

• Files that cannot be opened

• Sync errors in OneDrive

• “File path too long” errors

• Difficulty locating documents

Understanding the Problem

SharePoint and Windows have limits on how long a file path can be.

A file path includes:

• SharePoint Site name

• Document library name

• Folder names

• File name

To avoid this, follow the rules below.

Best Practice Folder Structure

Keep Folder Structures Simple

Try to limit folders to 3–4 levels deep.

Good example:

Too many levels create long paths and make documents harder to find.

Use Short and Clear Folder Names

Avoid long descriptive folder names.

Good:

Bad:

Short names keep the total file path small.

Best Practice File Naming

Use simple and consistent naming formats.

Recommended Format

Example:

Avoid These in File Names

Do NOT use:

Recommended File Name Length

Try to keep file names under 50 characters.

This ensures the total path length stays within SharePoint limits.

Avoid Duplicate Folder Structures

Users sometimes create folders like:

Instead keep it simple:

Use Metadata Instead of Deep Folders (Optional)

SharePoint allows files to be organised using metadata columns instead of folders.

For example, a document library could include:

This allows documents to be filtered and sorted without creating deep folder structures.

Example of a Good SharePoint Structure

This structure is:

• Easy to navigate

• Easy to maintain

• Less likely to cause file path errors

Quick Rules to Remember

1. Keep folders 3–4 levels deep maximum

2. Use short folder names

3. Keep file names under 50 characters

4. Avoid special characters

5. Use clear naming formats

6. Avoid unnecessary nested folders

Need Help?

If you experience issues opening files or syncing SharePoint folders, please contact the HealthyPC Support Team for assistance.

Quick Help Guide to share with your team

Automatically Move Old Emails into the Microsoft Online Archive

(Using Outlook Webmail)

Online Archive mailbox designed to store older emails separately from your main mailbox.

By automatically moving older emails into the archive, you can keep your mailbox organised and prevent it from becoming full.

This guide explains how to automatically move old emails into the Online Archive using Outlook Webmail.

Step 1 – Open Outlook Webmail

1. Open your web browser.

2. Go to:

https://outlook.office.com

3. Sign in using your Microsoft 365 email address and password.

Step 2 – Locate the Archive Mailbox

On the left side of Outlook:

1. Scroll down the folder list.

2. Find the mailbox labelled:

Online Archive – Your Name

3. Click the arrow to expand it.

This is where archived emails will be stored.

Step 3 – Create a Rule to Move Older Emails

Rules allow Outlook to automatically move emails based on conditions.

1. Click the Settings (gear icon) in the top right.

2. Click Mail.

3. Select Rules.

4. Click Add new rule.

Step 4 – Configure the Rule

Set the rule with the following example settings.

Rule name
Archive older emails

Condition
Choose a condition such as:

Received → Before → (select a date)

Example: emails older than 12 months.

Action
Select:

Move to → Online Archive

Choose the appropriate folder in the archive.

Step 5 – Save the Rule

1. Click Save.

2. Outlook will now automatically move matching emails into the archive mailbox.

Step 6 – Manually Move Older Emails (Optional)

If you want to quickly clean up older emails immediately:

1. Select emails in your mailbox.

2. Click Move to.

3. Choose Online Archive.

This is useful for moving large batches of older messages.

Recommended Archiving Strategy

Most users find this structure works well:

This keeps your main mailbox fast while still retaining important historical emails.

Helpful Tip

The Online Archive mailbox can grow much larger than your primary mailbox, so it is ideal for storing older project emails or records you may need later.

Need Assistance?

If you need help setting up automatic archiving or managing mailbox storage, please contact HealthyPC Support and we will be happy to assist.

Find and Delete Large Emails in Outlook Web (Fastest Way to Free Mailbox Space)

Large email attachments are the most common cause of a full mailbox. By finding and removing the biggest emails first, you can quickly free up 10–50GB of storage.

This guide shows how to locate and remove large emails using Outlook Webmail.

Step 1 – Open Outlook Webmail

1. Open your web browser.

2. Go to:

https://outlook.office.com

3. Sign in with your Microsoft 365 email address and password.

Step 2 – Search for Large Emails

At the top of Outlook, you will see the Search bar.

1. Click inside the Search box.

2. Type the following search:

3. Press Enter.

Outlook will now display emails larger than 10MB.

💡 These emails usually contain large attachments such as PDFs, images, or videos.

Step 3 – Sort by Size

To find the largest emails faster:

1. Click the Filter icon above the email list.

2. Choose:

Sort → Size

This will place the largest emails at the top.

Step 4 – Delete Unwanted Large Emails

1. Tick the checkbox beside emails you want to remove.

2. Click Delete in the toolbar.

These emails will move to Deleted Items.

You can also:

• Hold Shift to select multiple emails

• Hold Ctrl to select several emails individually

Step 5 – Empty Deleted Items

Emails still consume storage until they are permanently removed.

1. Open the Deleted Items folder.

2. Click Empty folder.

⚠️ Once deleted from this folder, emails cannot be recovered.

Step 6 – Check Sent Items for Large Emails

Many large emails are located in Sent Items because attachments are stored there as well.

1. Open the Sent Items folder.

2. Repeat the search:

3. Delete emails you no longer need.

Helpful Tip

You can adjust the search to find even larger emails:

Start with 20MB or higher to remove the biggest emails first.

Best Folders to Check

If your mailbox is close to full, review these folders first:

• Sent Items

• Inbox

• Deleted Items

• Junk Email

• Old project folders

Large attachments often accumulate in these locations.

Need Help?

If you require assistance cleaning up your mailbox or managing archived emails, please contact HealthyPC Support and we will be happy to help.

How to Reduce Your Emails Being Marked as Spam

Email spam filters are designed to protect people from unwanted or malicious emails. However, legitimate emails can sometimes be incorrectly flagged as spam.

By following the guidelines below, you can significantly reduce the chance of your messages being filtered into the recipient’s junk or spam folder.

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Create a Microsoft Edge Profile that can sync your browser data across multiple devices!

Open Microsoft Edge from your Start menu or desktop

Select the User Icon in the Right-hand Corner.

Select the Add New account, and select the Sign in to sync data button

Enter Your Office 365 Login Credentials and Multifactor Codes

Once logged in, you will see You’re all set! Select the Done button.

Select Yes To All apps

You are now signed into your Profile with Microsoft Edge

This will sync your history, bookmarks and more.