GlobalProtect Troubleshooting

Overview

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

In this article:

• What materials do I need?
• Procedure
  • Windows 10 Script Error
  • Stale Request Error
  • Connect button not working

What materials do I need?

• Windows 10 computer or Mac computer
• Internet Explorer
• GlobalProtect VPN

Procedure

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

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.

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.