“The Server Could Not Be Reached” – Troubleshooting SharePoint Network & DNS Issues

The “The server could not be reached” error occurs in SharePoint Online or SharePoint On-Premises when there are network connectivity issues, incorrect DNS configurations, or firewall restrictions preventing users from authenticating or accessing SharePoint. This guide provides a detailed step-by-step troubleshooting process to resolve the issue.

Step 1: Verify Your Internet Connection

Before proceeding with advanced troubleshooting, confirm that your internet connection is stable.

How to check your internet connection:

Open a browser and try visiting another website (e.g., https://www.bing.com).
If the site does not load, your internet connection may be down.
Restart your router/modem and try again.
If using a VPN, disconnect and check if the issue persists.
If on a corporate network, contact IT to check if SharePoint is accessible.

Step 2: Check SharePoint Service Status (For SharePoint Online Users)

Microsoft SharePoint Online may experience temporary outages.

How to check Microsoft 365 service status:

Visit the Microsoft 365 Service Status page.
Look for any outages affecting SharePoint Online.
If there is an outage, wait for Microsoft to resolve it.

Step 3: Verify the SharePoint URL

Ensure you are entering the correct SharePoint URL.

How to check your SharePoint URL:

SharePoint Online:
- Correct format: https://yourcompany.sharepoint.com
SharePoint On-Premises:
- Contact your IT department for the correct internal server URL.

If the URL is incorrect, try the correct URL and attempt to connect again.

Step 4: Restart Your Device

A simple restart can refresh network settings.

How to restart:

Save any open work.
Restart your computer or mobile device.
After rebooting, try accessing SharePoint again.

Step 5: Try a Different Browser or Incognito Mode

Sometimes, browser-specific issues can prevent access.

How to test with Incognito Mode:

Open a private/incognito window:
- Chrome: Ctrl + Shift + N
- Edge: Ctrl + Shift + N
- Firefox: Ctrl + Shift + P
Try accessing SharePoint.

If it works in Incognito Mode, clear your browser cache and cookies.

How to clear browser cache and cookies:

Open your browser and press Ctrl + Shift + Delete.
Select Cookies and Cached Data.
Click Clear Data.
Restart the browser and try again.

Step 6: Check Network Configuration & DNS Settings

A DNS issue can prevent your system from resolving SharePoint’s address.

How to check if DNS is working (Windows Users):

Open Command Prompt (Press Win + R, type cmd, and hit Enter).
Type the following command: nslookup yourcompany.sharepoint.com
If you receive a DNS error, your system may have incorrect DNS settings.

How to switch to Google DNS (Windows Users):

Open Control Panel → Network and Sharing Center.
Click Change adapter settings.
Right-click your active network and select Properties.
Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
Select Use the following DNS addresses, then enter:
- Preferred DNS Server: 8.8.8.8
- Alternate DNS Server: 8.8.4.4
Click OK, restart your PC, and try accessing SharePoint.

Step 7: Check If SharePoint is Blocked by Firewall or Antivirus

Security software may block SharePoint connections.

How to check and temporarily disable firewall/antivirus:

Open Windows Security (or your antivirus software).
Go to Firewall & Network Protection.
Temporarily turn off firewall protection.
Try accessing SharePoint.
If it works, whitelist SharePoint in your firewall settings.

Important: Re-enable your firewall after testing.

Step 8: Check VPN and Proxy Settings

If your organization requires a VPN to access SharePoint, ensure it is connected.

How to check VPN settings:

Open your VPN client and make sure it is connected.
If connected but still unable to reach SharePoint, disconnect and try without VPN.

How to check Proxy settings (Windows Users):

Open Settings → Network & Internet → Proxy.
Disable any manual proxy settings.
Restart your browser and try again.

Step 9: Run Network Troubleshooting Commands (For Advanced Users)

Running network diagnostic commands can help identify the issue.

Command 1: Ping SharePoint

Open Command Prompt.
Type: ping yourcompany.sharepoint.com
If you get “Request Timed Out”, there may be a network issue.

Command 2: Traceroute to SharePoint

In Command Prompt, type: tracert yourcompany.sharepoint.com
If it fails, a network node may be blocking access.

Command 3: Flush DNS Cache

Open Command Prompt as Administrator.
Run the command: ipconfig /flushdns
Restart your browser and try again.

Step 10: Check Corporate Network Restrictions (For IT Admins)

If you are on a corporate network, your IT department may have security policies blocking SharePoint.

How to check with IT:

Ask IT if SharePoint is whitelisted in the company’s firewall.
Request IT to check network logs for blocked requests.
If needed, ask IT to open port 443 (HTTPS) for SharePoint traffic.

Step 11: Check SharePoint Server Health (For On-Premises Admins)

If using SharePoint On-Premises, the server might be down.

How to check SharePoint server status (Admins only):

Log in to the SharePoint server.
Open SharePoint Central Administration.
Navigate to System Settings → Manage Servers in Farm.
Check if any server shows Offline or Unresponsive.
Restart SharePoint services using PowerShell: iisreset net stop SPTimerV4 net start SPTimerV4

Step 12: Contact IT Support or Microsoft Support

If none of the steps resolve the issue, contact your IT department or Microsoft Support.

Information to provide IT support:

Your username/email.
The exact error message.
A screenshot of the error.
The troubleshooting steps you’ve already tried.
If possible, the output of network diagnostic commands (ping, tracert, nslookup).

“The server could not be reached” – Issues related to network or DNS preventing SharePoint from authenticating a user.