[David Liao]

Dear Sherry,

Thank you for your message. Please check that Wi-Fi is off on the affected PC, and, if that doesn’t help, make sure to turn VPN off on the PC. Click Start > Settings > Network & Internet > VPN. Look through the list of VPNs on the right. If you find a VPN listed as “Connected”, click its Disconnect button. The off switch for a VPN might also be found in software like Malwarebytes, NordVPN, and Cisco Secure Client/AnyConnect (look for these in the Windows System Tray near the date and time).

VPNs are used to connect to university/workplace networks from home, and to stream movies available in other countries, for example. Unfortunately, VPNs sometimes cause blocky/blurry video and audio problems that continue even after moving a computer to a different home. For more information about VPNs, check out our blog post here.

I’ll also send a separate message to you and Donna.

Thank you,
David Liao

• This reply was modified 3 weeks, 5 days ago by David Liao.