GlobalProtect VPN connection troubleshooting guide

Introduction

Use this guide to troubleshoot issues connecting to the GlobalProtect VPN. If you are unable to connect or see an authentication failed message, follow the steps below to identify and resolve the problem.

Issue description

Some users may have trouble connecting to the GlobalProtect VPN because the app is not installed, is not running, or the sign-in credentials are not being accepted.

Signs

• GlobalProtect does not open or is not running on your device.

  You cannot establish a VPN connection.

  You see an authentication failed error when signing in.

Basic troubleshooting steps

Checklist:

• Confirm that GlobalProtect is installed on your device.

• Make sure GlobalProtect is running before you try to connect.

• Verify your username and password if you receive an authentication failed error.

• Try signing in again after confirming your credentials.

Diagnostic tools/resources

If the issue continues, review the article on common GlobalProtect issues for additional troubleshooting steps and known connection problems.

Advanced troubleshooting steps

Step 1: Confirm GlobalProtect is installed and running

Open GlobalProtect on your device and confirm that the application is installed and active. If it is not installed, install it using your organization’s approved software method. If it is installed but not running, launch the app and try connecting again.

Step 2: Check your credentials

If you see an authentication failed error, re-enter your username and password carefully. Make sure you are using the correct account and that your credentials have not expired. Try again after verifying the information.

Step 3: Review common GlobalProtect issues

If you still cannot connect, refer to the article on common GlobalProtect issues for more detailed troubleshooting guidance, including additional checks that may apply to your environment.

Contact support

If none of the steps resolve the issue, contact [support team/contact method] for further assistance.

Additional resources

Related article: common GlobalProtect issues

Conclusion

Most GlobalProtect VPN connection issues can be resolved by confirming that the app is installed and running and by verifying your login credentials. If the problem persists, use the related troubleshooting article or contact support for help.

Disclaimer

This guide provides general troubleshooting steps and may not cover every environment or configuration. Follow your organization’s policies and seek assistance from your support team when needed.