GlobalProtect VPN Troubleshooting

Overview

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

In this article:

• Procedure
  • Workaround - UAA VPN is unavailable or fails to connect
  • Windows 10 Script Error
  • Stale Request Error
  • Connect button not working

Procedure

Workaround - UAA VPN is unavailable or fails to connect

If the uaa.vpn.alaska.edu VPN connection is unavailable or fails to connect (announced on the UAA Statuspage), apply the following workaround:

1. Open GlobalProtect, click the menu button and click on Settings.
   
    
2. To the right of Manage Portals heading, click the plus (+) button.
3. Enter vpn.alaska.edu to add the UA Statewide's/UAF's portal address.
4. Click the Add button.
5. Close Settings window.
6. Open GlobalProtect, click on the portal address, and select vpn.alaska.edu.
   
    
   1. If you're unable to change the address, please reboot your computer, and start at step 6.
7. Click the Connect button.
8. Clear the username field.
9. Enter your UA Username.
10. Enter your UA password.
11. Click the Connect button.

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.

Stale Request Error

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

1. Open GlobalProtect.
2. On the top-right of GlobalProtect, click the 3 stacked lines.
   
    
3. In that menu, click Refresh Connection.
   
    
4. Reconnect to the VPN in GlobalProtect.
5. If you still get a Stale Request error, reboot your computer.

Connect button not working or stalls

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 Delete button below.
6. Click the Add button.
7. In the text field, type in uaa.vpn.alaska.edu for the portal address.
8. Click the Save button.
9. Exit the Settings windows.
10. Click the Connect button.
11. GlobalProtect should now allow you to sign in.
12. If the above steps did 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 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.