Cato VPN Connectivity issue

CATO VPN

If user contacts stating having issues with Global Protect VPN connectivity, perform the following

Step 1: Verify Connectivity -

•• Ensure the user's internet connection is stable.

•• Test with another network (mobile hotspot/Wi-Fi).

Step 2: Check Cato VPN Client -

•• Ensure the user has the latest version of Cato Client.

•• Ensure the user's account is active in AD and not expired.

•• Log out and log in on the application again, to refresh the session and check.

••Still not able to login proceed to Check on Tray icons (upward arrow on Bottom right hand corner) > Cato Client (Either orange/Green icon) > Right click and exit

•• Post above step Restart the client and login through user’s credentials.

•• Still on any issues Restart the CATO VPN service from Services (Run as Admin > Admin creds) > Right click CATO > Properties > Stop and restart the application > Ensure application start type is on Automatic and all other available VPN Connections are set to Manual and proxy is off

•• Post if the issue persists Uninstall/Re install to check.

Step 3: Authentication Fixes -

•• Verify username/password are correct.

•• Check MFA (Multi-Factor Authentication) app is synced.

•• Check whether the account is locked.

Step 5: Escalate if Needed -

•• Capture logs from the Cato Client.

•• Note error codes/messages displayed.

•• Share logs with the EUC/network team for further analysis.