Troubleshoot GlobalProtect VPN for Windows

This article provides some troubleshooting tips for the GlobalProtect client installed on a Windows 10 machine. Below is a list of a few known issues.

• Connect Button is Frozen
• Still Connecting - Cannot Establish Connection
• Cannot Access Secure Server
• Script Error
• Duo Prompt is Blank

Issue: Connect Button is Frozen

When clicking the Connect button, it appears to be frozen.

Environment

This issue applies to Windows 10 and Windows 7 users who have the GlobalProtect VPN client installed on their machine.

Cause

No root cause found.

Resolution

1. Click on the Settings Gear found on the top right of the GlobalProtect window
2. Click Settings
3. Click and Delete the vpn.dartmouth.edu portal address
4. Click Add and type vpn.dartmouth.edu in the Portal Address field

Issue: "Still Connecting"

When clicking the Connect button, the GlobalProtect client gets hung in a loop that says "Still Connecting". 

Environment

This issue applies to Windows 10 and Windows 7 users who have the GlobalProtect VPN client installed on their machine.

Cause

No root cause found.

Resolution

Run a Repair on the GlobalProtect client

Windows 10

1. Click on the Windows Icon found to the bottom left of your screen
2. Type Add or Remove Program and hit Enter
3. Scroll down and click on GlobalProtect
4. Click Modify
5. Select Repair GlobalProtect
6. Click Finish

Windows 7

1. Click on the Windows Icon found to the bottom left of your screen
2. Type Uninstall a Program and hit Enter
3. Scroll down and right-click on GlobalProtect
4. Select Repair

Issue: Cannot access secure server

When connected to GlobalProtect, some users who accessed secure servers when using the f5 vpn, are not able to access these servers anymore.

Environment

This issue applies to Windows 10 and Windows 7 users who have the GlobalProtect VPN client installed on their machine.

Cause

SAML issue with CAS log in system. Only first letter of NetID was being picked up so users would be put into a generic VPN group.

Resolution

1. Click on the Settings Gear found on the top right of the GlobalProtect window
2. Click Settings
3. In the General tab, click Sign Out 
4. Clear the Cookies/Cache from Internet Explorer.
5. Close GlobalProtect and then Relaunch

Issue: Script Error

When plugging in my NetID and Password, I receive a Script Error pop up

Environment

This issue applies to Windows 7 users who have the GlobalProtect VPN client installed on their machine AND are running an Internet Explorer version older then IE11.

Cause

GlobalProtect uses Internet Explorer to pull up a CAS login screen. This login screen is only compatible with IE11. If users are on an older version, they will receive the script error until they upgrade.

Resolution

1. Visit https://www.microsoft.com/en-us/download/internet-explorer-11-for-windows-7-details.aspx
2. Click Change Systems
3. Download Internet Explorer 11 (64-bit)
4. Run the downloaded file Note: This installation will require a computer restart.

If you run into issues with installiing IE11, please try the steps below.

1. Open Control Panel
2. Go to Programs and Features
3. Click View Installed Updates
4. Search for the Windows Internet Explorer 9 update
5. Right click it and Uninstall
6. (Optional) If the uninstall process fails, open Command Prompt, and run the following command: Note: You will need administrator privileges to run this 

At this point, you can try re running the IE11 installer

Issue: Duo Prompt is Blank

When you hit Connect, you can sign in with your NetID and password, but the Duo prompt appears to be blank.

Environment

This issue applies to Windows 10 users who have the GlobalProtect VPN client installed on their machine.

Cause

GlobalProtect uses Internet Explorer 11 to pull up a login screen using JavaScript. If JavaScript is blocked in Internet Explorer, the prompt will not load.

Resolution

1. Open Internet Explorer.
2. Click on the gear in the top-right corner of the window.
3. Click on Internet Options.
4. Go to the Security Tab.
5. Select Reset All zones to default level.
   1. If you set custom level settings and don't want to reset them all, the setting that needs to be enabled is Custom Level > Scripting > Active scripting.
6. Click Apply.