Can't Access Shared Drives / Network Folders When Remote

Category: Remote Access & VPN · Audience: Customers & Technicians · Est. time: 10–20 min

Summary

Mapped drives (e.g. the S: or H: drive) rely on a connection to the office server. When working from home they need the VPN connected, and sometimes a reconnect.

Symptoms

• Mapped drive shows a red X or "Disconnected"
• "Windows cannot access \\\\server\\share"
• Files won't open remotely but work in the office

Solution

1. Connect the VPN first. Shared/mapped drives almost always require the VPN. Connect it (see *Connect to the Office VPN*), then wait ~30 seconds.
2. Reconnect the drive. Open File Explorer, double‑click the mapped drive. A red‑X drive often reconnects when you click it after the VPN is up.
3. Re‑map if needed (Technician). In Terminal:

net use S: \\SERVER\Share /persistent:yes

(Replace with your server/share/letter.) Add /user:DOMAIN\username if prompted for credentials.

1. Check you can reach the server. In Terminal: ping SERVER (its name or IP). No reply = VPN/routing issue, not the share.
2. Credential prompt loops: clear stale saved credentials in Control Panel → Credential Manager → Windows Credentials, remove the server entry, then reconnect and re‑enter your login.
3. Access denied: your account may lack permission to that folder — contact BBN to confirm your access.

If that doesn't work

• Confirm the drive works in the office (rules out a permissions/server problem vs a remote/VPN one).
• Ask BBN whether the file server is online and reachable.
• Escalate to BBN Support with the drive letter, the \\server\share path, and the exact error.

Prevention

• Connect the VPN before opening files on network drives; consider migrating shares to SharePoint/OneDrive for VPN‑free access.