VPN Troubleshooting

Summary

VPN not working? Can't connect to VPN? Issues or problems using the VPN?

This article covers how to troubleshoot and fix common issues experienced with GlobalProtect VPN.

Before opening a ticket with IT, please try the steps outlined in this article.

Connecting to GlobalProtect VPN

If you haven't already, review How To Connect to the VPN

Not Receiving DUO Push 

The first step when you connect to GlobalProtect is to accept the DUO push on your mobile phone.

If the DUO push is not coming to your device, please try the following:

• Restart your mobile phone
• Check your network/internet connection
• Uninstall/Reinstall the DUO Mobile App

Clear Cache & Reinstalling GlobalProtect

Most of the time, a simple "Clear GlobalProtect Cache" OR a Remove/Install GlobalProtect fixes it. First start with "Clear Global Cache".
If that doesn't fix it, Uninstall and reboot your laptop. After rebooting reinstall.

You can find the Uninstall, Reinstall and Clear Cache items in Self Service on your Mac.

• Search "GlobalProtect" in the search field.

You can also Reinstall GlobalProtect from Self Service on a Windows PC

After reinstalling following these instructions on how to Reconnect

Extension Blocked

During the Installation / Reinstallation of GlobalProtect, the following window might pop-up providing a shortcut to the "Open Security Preferences" because macOS does not want to run the GlobalProtect client without permission.

To resolve this:

• Open System Preferences > Security & Privacy
• Open the General tab and look near the bottom of the window for an alert:

System software from a developer... was blocked from loading.

• Choose Allow

Stuck on Connecting...

 If your GlobalProtect client is stuck on Connecting, either of the following should fix it:

On the GlobalProtect menu, click on the 3 lines (top right.) Then select Refresh Connection. Click OK when prompted. This will disconnect GlobalProtect and establish a new connection. If the above fails, then clear cache should resolve it. Open Self Service and select Clear GlobalProtect Cache. You will be prompted to sign in when the process completes.

Internet Connection is Slow

There is a speed limitation on VPN of 70-100Mbps, so if you are expecting more, then that's the best that you will get.

At times we do get reports of VPN being even slower, especially on RFA. Most of the time this is a result of latency or packet loss to the VPN endpoint. 

Unable to Reach Resources on VPN

When connected to GlobalProtect, your internet connection may appear to stop working.

This can be confirmed using the following command. Note the timeout:

12345-jdoe:~ jdoe$ ping -c 5 10.62.162.6
PING 10.32.124.6 (10.42.172.6): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3

--- 10.34.142.6 ping statistics ---
5 packets transmitted, 0 packets received, 100.0% packet loss
12345-jdoe:~ jdoe$

Anything being routed over through utun7 is timing out.

It does this across every endpoint. Also when tethering with your phone, the issue goes away.

If the issue persists, submit a ticket to IT.