GlobalProtect Remote Access VPN - Errors and Resolutions

Article Intended For

IT Staff involved in supporting users of the GlobalProtect Remote Access VPN Service.

Introduction

This article documents possible errors that may be presented to users of the GlobalProtect Remote Access VPN service, as well as provide a resolution when possible.

Article Body

Click on an error message below to jump to the associated description and other information:

• Authentication Failed -- Please contact the administrator for further assistance, Error code: -1
  
• Connection Failed -- You are not authorized to connect to GlobalProtect Portal.
• Authentication Failed -- Enter login credentials, Error -- Incorrect username or password
• Connection Failed -- Failed to get default route entry
• Connection Failed - Could not connect to the GlobalProtect gateway.  Please contact your IT administrator
• Web Login Service - Stale Request

Authentication Failed
Please contact the administrator for further assistance
Error code: -1

Display

Description

User has not been provisioned by their local Unit IT for GlobalProtect VPN use. 

Resolution

User's local IT Unit must provision the user in the Unit's appropriate EAD security group for authentication to GlobalProtect VPN.

Open or reassign a SNow Incident to user's local Unit IT Assignment Group

Connection Failed
You are not authorized to connect to GlobalProtect Portal.

Display

Description

User has not been provisioned by their local Unit IT for GlobalProtect VPN use. 

Resolution

User's local IT Unit must provision the user in the Unit's appropriate EAD security group for authentication to GlobalProtect VPN.

Open or reassign a SNow Incident to user's local Unit IT Assignment Group

Authentication Failed.  Enter login credentials
Error: Incorrect username or password

Display

Description

If this error is present on a Linux host, then the userid may have exceeded 5 incorrect login attempts resulting in the account being locked. 

Resolution

• IT support staff:  Open a ServiceNow INCIDENT ticket and assign to the "Firewall and Security Team" assignment group.
• FaST:  This user id will need to be unlocked in the active member of the GPFW cluster.  Device>Authentication Profile>(RADIUS-Auth-Profile-Name>unlock

Connection Failed
Failed to get default route entry

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Description

• In the GlobalProtect Agent GPA logs, The GP client was able to identify the PANGP adapter.
  

  (T5584) 01/25/19 12:07:58:025 Dump (3389): Adapter name: {E0504646-6C44-4B93-AB6B-FCB2F1DBE90C}
  (T5584) 01/25/19 12:07:58:025 Dump (3390): Adapter friendly name: Local Area Connection 2

• GlobalProtect Agent PanGps logs indicate it has received the default route and changes the registry key accordingly.
  

  (T5584) 01/25/19 12:07:59:026 Dump ( 354): Setting routes...
  (T5584) 01/25/19 12:07:59:026 Dump (1865): SetRoutes(): Non-SplitTunneling.
  (T5584) 01/25/19 12:07:59:026 Dump (1869): SetRoutes(): Registry value HKEY_LOCAL_MACHINE\SOFTWARE\Palo Alto Networks\GlobalProtect\PanGPS\ExclusiveDefaultRoute is 0.

•  The same PanGPS logs indicate that the route table is not updated with the entry, and it keeps failing.
  

  (T5584) 01/25/19 12:08:09:086 Error(1897): SetRoutes: GetRouteTableEntry(10.150.16.143) failed
  (T5584) 01/25/19 12:08:09:086 Error( 356): Error setting routes
  (T5584) 01/25/19 12:08:09:086 Error( 235): ProcMonitor: SetupNetwork() failed
  
  

Resolution

1. In Windows cmd, run > sc delete PanGPS >
2. Remove the following key - HKEY_CURRENT_USER\Software\Palo Alto Networks
3. Remove the following key - HKEY_LOCAL_MACHINE\SOFTWARE\Palo Alto Networks
4. Delete the following folder/directory - C:\Program Files\Palo Alto Networks >
5. Delete the following folder C:\Users\User\AppData\Local\Palo Alto Networks
6. Uninstall the 3rd party VPN softwares and other softwares which can deny the route table modification.
7. Reboot
8. Reinstall the GP software.

Reference: https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000PPWeCAO

Connection Failed: Could not connect to the GlobalProtect gateway.  Please contact your IT administrator

Display

Description

Resolution

1. Stop the Windows Management Instrumentation (WMI) service - Control Panel>Administrative Tools>Services>Windows Management Instrumentation>Stop
2. Disable the Windows Management Instrumentation (WMI) service - Control Panel>Administrative Tools>Services>Windows Management Instrumentation> disable
   
3. Delete directories and files
   
   1. C:\Windows\System32\wbem\Repository directory
4. Delete Registry entries:
   
   1. HKEY_LOCAL_MACHINE > Software > Palo Alto Networks
   2. HKEY_CURRENT_USER > Software >Palo Alto Networks
   3. HKEY_USERS > Software > Palo Alto Networks
5. Un-install GlobalProtect - Control Panel>program and features>GlobalProtect>Remove
6. Make sure that the virtual adapter in not present in the Network adapter settings.
7. Reboot the machine.
8. Reinstall GlobalProtect with admin privileges.
9. Confirm that WMI service is running.
   

Web Login Service - Stale Request

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Description

The GlobalProtect Remote Access VPN utilizes Penn State's WebAccess system for authentication.  The authentication workflow loads the WebAccess authentication page into a browser kiosk-mode window. The connection to the WebAccess login page is initiated from the computer's network interfaces.  This traffic is not redirected through, tunneled through, or initiated from the GlobalProtect VPN systems.  So, issues connecting to WebAccess are in the path between the originating computer and the WebAccess system located in Penn State's University Park or Hershey Data Centers.

Resolution

• Verify that there are no local browser or system issues on the originating computer(Load https://web-access.psu.edu in a web-browser)
• Verify no local LAN, WiFi, or ISP connectivity issues are present on the originating computer side of the connection. (ping, MTR, Win-MTR, etc. to various Internet destinations)
• Verify a reliable and error-free Internet path is available from the originating computer to Penn State's network.(ping, MTR, Win-MTR, etc. to secure-connect.psu.edu)  

How to Get Help with the GlobalProtect Remote Access VPN

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