Troubleshoot GlobalProtect VPN Issues

Overview

In this article, you will learn how to troubleshoot and solve common GlobalProtect VPN issues.

In this article:

• Procedure
  • "Connecting" status stuck
  • Windows 10 Script Error
  • Stale Request Error
  • The "Connect" button not responding
• Need additional help or have issues

Procedure

"Connecting" status stuck

If you are using a Windows 10 or 11 computer and the VPN connection gets stuck, please follow the steps below:

1. Enable Show File Extensions in Windows: How to Make Windows Show File Extensions article by How-To Geek
2. Copy the following file directory address into your clipboard: C:\Users\YOUR_USERNAME\AppData\Local\Palo Alto Networks\GlobalProtect\
   1. To copy text to your clipboard, click and drag the text, then:
      • Hold the Ctrl key, then the C key, or
      • Right-click and select Copy.
3. Click the File Explorer on the bottom of your screen screen to launch it.
   
    
4. At the top of the File Explorer window, paste C:\Users\YOUR_USERNAME\AppData\Local\Palo Alto Networks\GlobalProtect\ in the address bar.
   1. To paste the text from your clipboard:
      • Hold the Ctrl key, then the V key, or
      • Right-click and select Paste.
        
         
5. Near the beginning of that address, replace the YOUR_USERNAME text with your UA username.
6. Press the Enter key on your keyboard.
7. Select all the DAT files that end in .dat.
   
    
8. Delete all the .dat files.
9. Reboot your computer.
   1. For advanced users, instead of rebooting, you can end the GlobalProtect client process.
10. Reconnect to the VPN in GlobalProtect.
11. GlobalProtect should now let you connect.

Windows 10 Script Error

For Windows 10 computers, if you get this error trying to sign in, follow the steps below:

1. On the bottom left corner, click the Search bar.
2. Type in Internet Explorer.
3. Click on Internet Explorer.
4. On the top right, click the gear icon.
   
    
5. Click Compatibility View Settings.
   
    
6. Ensure Add this website is blank.
7. Ensure Websites you've added to Compatibility view is blank.
8. Uncheck Display intranet sites in Compatibility View and Use Microsoft compatibility lists. This is what the settings should look like:
   
    
9. Click Close on the bottom-right to save the settings.
10. Exit Internet Explorer.
11. Reconnect to the VPN in GlobalProtect.
12. 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.
   
    
4. In that menu, click Refresh Connection.
   
    
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

The "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.
   
    
3. Click Settings.
   
    
4. Click the uaa.vpn.alaska.edu portal address.
   
    
5. Click the Trash button.
   
    
6. Click the Add button.
   
    
7. In the text field, type in uaa.vpn.alaska.edu for the portal address.
   
    
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.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Support for Remote Connectivity VPN form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact IT page for the appropriate support group.