MCCC Knowledge Base

GlobalProtect VPN: Overview, Setup, and Troubleshooting

2019

GlobalProtect VPN: Overview, Setup, and Troubleshooting

 

GlobalProtect is used by Faculty and Staff members with College-owned devices to securely connect to the College when disconnected from their docking station.  Use of GlobalProtect when not docked is automatic and highly recommended to provide secure access to College resources and protect the device from external threats.  

 

This article is divided into four parts:

1. Overview of Use

2. Setup 

3. Status Icons

4. Troubleshooting

 

Overview of Use

 

GlobalProtect is designed to be fully autonomous, keeping College devices and users secure without the need to interact with it.  Each time you change the network you are connected to, GlobalProtect will automatically determine whether it needs to connect to keep the device secure.  

If you experience any issues with GlobalProtect, please see the troubleshooting guide below and/or contact the Help Desk. 

 

 

Setup

 

When logging into your PC for the first time or after changing your password, you will be prompted to enter your credentials.  

 

 

You should not see any further prompts from GlobalProtect.  Please make sure you're familiar with the status icons, as shown below.

 

 Status Icons

The GlobalProtect icon on Mac computers is located on the right side of the top menu bar.

On Windows computers, it's in the notifications (bottom right) area of the screen.  Windows computers sometimes hide the icon.  To make it always show, open the Start menu and type  "taskbar icons" to search and then choose "Select which icons appear on the taskbar."  Next, locate " GlobalProtect client" and turn it  On .  

 

 

 

  Internal : You are on the College's internal network (usually a wired/docked connection) and GlobalProtect is not active.  

(This does  not indicate an active VPN connection.  GlobalProtect is idle when "Internal.")

 

  Connecting : GlobalProtect is setting up a secure connection.  This should take less than 5 seconds and you may notice a brief network interruption as the connection is established.  

 

  Connected : You are securely connected to the College's network via GlobalProtect.  This should appear any time you are connected to a network other than a wired/docked connection.  If it does not, please review the Troubleshooting section and contact the Help Desk.

 

 

  Connection Failed : Your computer is unable to connect.  Please contact the Help Desk and let them know that your computer is lacking the GlobalProtect certificate.  

 

 

  Disabled/ Not Connected : GlobalProtect is disabled or failed to connect.  See the Troubleshooting section of this page for assistance.  

 

Troubleshooting

 

The most common issues are outlined below.  Please contact the Help Desk for additional assistance.

 

Problem/Symptoms Solution

I'm undocked/wireless and cannot access my secure application.  GlobalProtect shows the Internal icon. 

Click on the GlobalProtect icon, then the gear icon, and then  Refresh Connection

This will force GlobalProtect to reassess the network it is connected to and automatically connect if the device is undocked/wireless. 

GlobalProtect keeps reconnecting and interrupting my work.  The status icons keep changing. 

 >   >   > 

This is most commonly caused by an intermittent wireless (wifi) connection.  If you are using a wireless network that either has a weak signal or has a lot of other devices connected to it, your connection may drop for a few seconds causing GlobalProtect to reconnect.  While the wifi drop may be brief and unnoticed, GlobalProtect still needs a few seconds to reestablish a secure VPN connection. 

Please contact the Help Desk if you notice this issue on multiple wireless networks, as this may be an issue with your College-owned device instead.  

My internet connection through GlobalProtect is significantly slower than other devices on the same network.

Icon shows Connected:  

 While we are always looking at ways of improving our network speeds, the way GlobalProtect creates a secure connection will cause your internet connection to be slower.  Since you're connected to the College's network securely, your internet traffic has further to go and has to pass through more encryption/decryption processes.  

However, if you find that the connection speeds are impeding your ability to work, and other devices on the same network you're connected to are significantly faster, please contact the Help Desk for assistance.  

I am unable to access a College resource on GlobalProtect that I can access from my desk.

 To keep College data secure, certain applications are only allowed via a wired/docked connection on campus.  Application access from different networks is handled on a case-by-case basis, based upon the type of data stored and risk level determined by IT Security.  Please make sure you see the Connected   icon if you are not wired/docked, as this ensures you have appropriate remote access to College applications.  

If you would like to confirm whether you should be able to access a specific resource/application on GlobalProtect, feel free to contact the Help Desk.  

The Disabled icon constantly displays. 

 Click on the GlobalProtect icon and choose  Enable to turn GlobalProtect on.  

 

 

If the Enable option is not available and/or you are still unable to connect, please contact the Help Desk. 

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