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Common issues with GlobalProtect

Common issues with GlobalProtect

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Created on 9/18/25 at 19:25 PM – last modified 03/15/20 00:49 AM

Precision

common problem 1

Users can start logging in to the GlobalProtect portal, but nothing else happens.

find the mistakes and resolve it

  • Sometimes GlobalProtect client/agent may need to be downloaded on the device again after making sure that all previous instances have been removed.
  • Collecting and examining log entries can determine where the connection failed. Through these logs it is possible to know if the authentication is working as intended, or whether the authentication settings need to be modified. It is recommended to collect logs from the GlobalProtect client to find out what stage the error occurred at. Logs can be collected under: Troubleshoot > Logs > Log = PanGP Service and Debug Level = Debug
  • On a firewall, the following logs need to be generated when an attempt is made by a GlobalProtect user:
    • tail follow yes web server log sslvpn-access.log
    • tail follow yes rep log authd.log
  • Run the following command to check existing users:

> Show current user of Global Security Gateway

common problem 2

Authentication works with GlobalProtect Gateway but fails with GlobalProtect Gateway.

find the mistakes and resolve it

  • At the time of portal authentication, the user’s credentials are passed from the portal to the portal. If both the portal and the portal are configured with the same authentication method, this problem will not occur.
  • If the portal is configured for another type of authentication, it is important that the portal authentication has the same username as the username used for portal authentication. If the gateway does not recognize the credentials passed from gateway to gateway, the user will be prompted to enter the password again.
    Importance! It is not possible to provide another username, so it is important to have the same username in both authentication methods.
  • For two-factor authentication (RSA SecureID for example), in addition to LDAP (or RADIUS), LDAP / RADIUS authentication must be configured for the portal stage. Users will first be asked to login with their domain username and password, then challenge them again (by the gateway) to enter the one-time use password displayed on the RSA secure ID. Again, it is assumed that the username will be the same as that used for the GlobalProtect portal and GlobalProtect portal authentication.

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