Global Protect VPN Connectivity Issue

GLOBAL PROTECT VPN

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

Step 1: Verify Network & Portal Access -

•• Ensure stable internet connection.

•• Try accessing Global Protect portal URL in a browser.

•• Switch to another network (Wi-Fi/hotspot) to isolate ISP issues.

Step 2: Check GlobalProtect Client -

•• Ensure the user has the latest version of Global Protect VPN.

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

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

••Still not able to login proceed to Check on Tray icons (upward arrow on Bottom right hand corner) > Global Protect icon > Right click and exit

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

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

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

Step 3: Authentication & MFA -

•• Ensure usernames/passwords are correct.

•• Sync MFA app time (MS/Google Authenticator).

•• Check if the user's VPN account is not locked.

Step 6: Escalate if Needed -

•• Collect the logs and Share collected logs and error codes with EUC /Network support.