Troubleshoot GlobalProtect VPN for Mac

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

• Connecting Loop
• VPN.dartmouth.edu cannot resolve

Issue: Connecting Loop

The GlobalProtect client is sitting in a Connecting loop.

Environment

This article applies to users visiting the vpn.dartmouth.edu website on a Mac.  

Cause

The signed Palo Alto system extension was blocked from loading. 

Resolution

1. Open System Preferences
2. Security and Privacy
3. Click the General Tab
4. Click Allow under the Allow apps downloaded from section
5. Uninstall GlobalProtect by running the installer and selecting the Uninstall option
6. Re-Install

(Alternately you can sign out the user under settings in GlobalProtect.)

If unable to quit Global Protect, force quit:

To quit the GlobalProtect client:

Open terminal and paste the following in:

launchctl unload /Library/LaunchAgents/com.paloaltonetworks.gp.pangp*

I want to use the VPN again:

launchctl load /Library/LaunchAgents/com.paloaltonetworks.gp.pangp*

Issue: VPN.dartmouth.edu not resolving

When visiting vpn.dartmouth.edu user may receive the following message: vpn.dartmouth.edu’s server IP address could not be found.

Environment

This article applies to users visiting the vpn.dartmouth.edu website on a Mac.  

Cause

If your web browser cannot resolve the vpn.dartmouth.edu website, the issue may be due to your DNS server settings.

Known issues with the following DNS servers:

• 1.1.1.1
• 1.0.0.1

Resolution

To resolve this issue, you can add the following DNS servers:

• 129.170.17.4 - Dartmouth DNS server
• 8.8.8.8 - Google DNS server

To add this DNS server do the following:

1. Open System Preferences
2. Open Network
3. Click Advanced
4. Click the DNS tab
5. Add the following IP to your DNS Server's list: 129.170.17.4
6. Move the newly added IP to the top of the list
7. Click OK
8. Click Apply