GlobalProtect Common Issues and Troubleshooting Guide

When to Use?

When troubleshooting common issues associated with GlobalProtect.

Procedure

Please expand the sections below based on the type of issue you are experiencing.

Multiple Accounts at Sign-in

When you sign into your computer, GlobalProtect will attempt to sign in. If you have multiple accounts or additional shared accounts connected to your computer, you will receive the screen below. 

When you sign into your computer, GlobalProtect will attempt to sign in. If you have multiple accounts or additional shared accounts connected to your computer, you will receive the screen below. 

This screen can be frustrating as the sign in window will appear multiple times. To stop this screen from appearing, you must remove the additional account in the Windows 11 Settings app. To remove the additional account, please follow these steps:

1. Click on the Windows 11 search bar and type: Settings. Then, click the Settings app under Best match.

Click on the Windows 11 search bar and type: Settings. Then, click the Settings app under Best match.

2. Click on Accounts.

Click on Accounts.

3. Click on Access work or school.

Click on Access work or school.

4. Click on the account you would like to remove.

Click on the account you would like to remove.

5. Click the Disconnect button.

Click the Disconnect button.

6. Click the Yes button.

Click the Yes button.

Once you remove the account from your computer, the GlobalProtect sign-in window will no longer appear.

"Connecting" Status Stuck on Windows

If you are using a Windows 11 computer and the VPN connection gets stuck when attempting to connect, please follow the steps below:

1. Enable Show File Extensions in Windows:

2. Copy the following text: %localappdata%\Palo Alto Networks\GlobalProtect\

Note: To copy text, please follow these steps:

  • Left click on the text (do not release the left mouse button) and drag your cursor to highlight it. Release the left mouse button when you are finished highlighting the text.
  • Hold the Ctrl key, and press the C key at the same time. You can also right-click and select Copy from the menu that appears.

3. Press the Windows key and the R key on your keyboard simultaneously to open Run.

Press the Windows key and the R key on your keyboard simultaneously.

4. In the Run window, paste %localappdata%\Palo Alto Networks\GlobalProtect\, then press the Enter key on your keyboard.

Note: To paste the text, please follow these steps:

  • Hold the Ctrl key, and press the V key at the same time. You can also right-click and select Paste from the menu that appears.

 

5. In the new File Explorer window that opens, select all the DAT files (files that end with .dat).

 

6. Delete all the DAT files by pressing the Delete key on your keyboard.

7. Restart your computer.

 

Reconnect to the VPN in GlobalProtect.

GlobalProtect should now let you connect.

Stale Request Error

If you get this error trying to sign in (in Windows or Mac), follow the steps below:

  1. Open GlobalProtect.
  2. Connect to the VPN.
  3. On the top-right of GlobalProtect, click the 3 stacked lines.Uploaded Image (Thumbnail)
  4. In that menu, click Refresh Connection.Uploaded Image (Thumbnail)
  5. Reconnect to the VPN in GlobalProtect.
  6. GlobalProtect should now let you connect.
  7. If you still get a Stale Request error, reboot your computer.
  8. If rebooting does not fix it, try uninstalling and reinstalling GlobalProtect
  9. If uninstalling and reinstalling does not fix it, then follow this Knowledge Base article: Set GlobalProtect to use Windows Default Browser
Connect Button Not Responding

If clicking the Connect button does nothing (in Windows or Mac), follow the steps below:

  1. Open GlobalProtect.
  2. On the top-right of GlobalProtect, click the 3 stacked lines.Uploaded Image (Thumbnail)
  3. Click Settings.Uploaded Image (Thumbnail)
  4. Click the uaa.vpn.alaska.edu portal address.
  5. Click the Trash button.Uploaded Image (Thumbnail)
  6. Click the Add button.Uploaded Image (Thumbnail)
  7. In the text field, type in uaa.vpn.alaska.edu for the portal address.Uploaded Image (Thumbnail)
  8. Click the Add button.
  9. Close the Settings window.
  10. Reconnect to the VPN in GlobalProtect.
  11. GlobalProtect should now let you connect.
  12. If the above steps do not work, you will need to reboot your computer.

 

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