Remote support tool works outside VPN but fails on VPN

Scenario

A support or remote control tool connects on normal internet but breaks whenever the user enables the corporate VPN.

Recommended Resolution Path

1. Determine whether full-tunnel routing or web filtering on the VPN path is blocking the service.
2. Inspect split tunnel policy and application allowlists rather than only the workstation.
3. Test whether DNS changes under VPN alter the tool endpoint resolution.
4. If the business requires both tools, document the supported routing pattern clearly.

Technician Notes

Document what changed, what confirmed the fix, and whether the issue points to a broader standards gap worth addressing for the client.