Me: "Hi, my user can't connect to the web VPN with her MacBook Air".
Main Office Tech: "Uh, is she using Outlook?"
This, ladies and gentlemen, is a perfect example of how NOT to try and fix a problem. Don't listen to the person on the other end, and when you don't hear a word they said, instead of asking them to repeat it, ask about Outlook. I mean, I know Outlook is the primary cause of quite a bit of technical difficulties, but seriously, did you even hear me say "MacBook"???