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:

Your password has expired and needs to be changed.
Your password has recently been changed, but Clavister OneConnect is still using your old saved password.
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

Log in to your PassPortal account.
Change your password using the Password Change function.
Wait approximately 5 minutes for the password change to synchronise across all systems.
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

Open Clavister OneConnect.
Click the Menu button.
Edit your VPN profile.
Untick Remember Sign-In.
Click Save.
Click Connect.
Enter your username.
Enter your new password.
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:

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

Results

Result	Outcome
VPN connects successfully	Your home internet connection is likely blocking VPN traffic.
VPN still fails	Continue to the next troubleshooting step or contact support.

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