GlobalProtect Remote Access VPN - Network Optimization Software Prevents Zoom Connection on Windows Computers

Software installed on some Windows computers is preventing some GlobalProtect users from connecting to Zoom meetings. This article describes options for addressing this issue.

For more information about GlobalProtect, and a list of related articles, see KB0013431, GlobalProtect Remote Access VPN - Overview.

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The Killer Networking suite and the Dell Optimizer suite Intel Connectivity Performance suite are factory installed on Windows computers by some manufacturers, including Dell Inc. Unfortunately, this software can interfere when GlobalProtect users attempt to connect to Zoom meetings. If you experience this issue, the resolution is to turn off and disable the Killer Network Service, or disable the Network Optimization as described below in the appropriate section for your relevant software. If this is not immediately possible, as a workaround, you can temporarily disconnect GlobalProtect before connecting to Zoom meetings as described below. It is also recommended that you consider uninstalling the software if possible to prevent future updates from enabling the software and causing unexpected disruptions.

Resolution 1: Turn off and disable the Killer Network Service

This option requires administrative privileges. If you do not have administrative privileges, contact the IT Service Desk (see below) and reference this article (KB0017946).

1. Do one of the following to open the Windows Services app:
   
   1. Click the Start button () and type Services.
   2. Choose Services App and click Run as administrator.
      
   --OR--
   
   1. Open the Windows Control Panel.
   2. Choose System and Security, then choose Administrative Tools.
   3. Right-click Services and choose Run as administrator.
2. Scroll through the list of services to find Killer Network Service.
3. Double-click the name to open the Properties dialog box for the service.
4. From the General tab, click the Stop button to stop the service. 
   
5. In Startup type, choose Disabled to prevent the service from restarting whenever you restart your computer.
   
6. Click OK.

Resolution 2: Turn off/disable the Network Optimization Feature in Dell Optimizer

Open the Dell Optimizer software from the Start Menu and select the Network section.

1. Click on the Network section in the software
   
   
   
2. Look for the toggle option to Enable/Disable and set the toggle to Disabled
   
   
   
3. Test connectivity with Zoom again once the feature is disabled.

Resolution 3: Turn off/disable the Intel Connectivity Performance suite

Uninstall the program using add/remove programs or disable the program from running at startup.  This option may require administrative privileges. If you do not have administrative privileges, contact the IT Service Desk (see below) and reference this article (KB0017946).

Temporary Workaround: Disconnect GlobalProtect prior to Zoom meetings

To disconnect

1. Click the triangle to open the system tray, then click the GlobalProtect icon to open GlobalProtect.
   
2. Click the menu in the upper right corner of the GlobalProtect panel.
   
3. From the menu, choose Disconnect (or Disable).

To reconnect

After you are connected to the Zoom meeting, you can safely reconnect to GlobalProtect. (You do not need to wait until the meeting ends.)

1. Click the triangle to open the system tray, then click the GlobalProtect icon to open GlobalProtect.
2. Click Connect (or Enable).
   

To Get Help

If you have questions or experience any difficulties, use any of the following methods to contact the IT Service Desk for help:

• Visit the IT Help Portal
• Call us at 814-865-HELP (4357)
• Email us at ITservicedesk@psu.edu