Article Intended For
Penn State faculty, staff, students, and affiliates who use the GlobalProtect Remote Access VPN when learning or working remotely.
Introduction
There are occasions where GlobalProtect users are using non-OIS recommended anti-virus programs and are having issues with the GlobalProtect Remote Access VPN. If the user is unable or unwilling to utilize an OIS recommended anti-virus program, this article will provide some troubleshooting tips.
Article Body
Anti-Virus Visual Prompts
When installing or connecting to GlobalProtect for the first time, users may receive a prompt from their anti-virus program indicating that it has blocked GlobalProtect from running or it may ask the user to allow the program to run. Users should review these prompts carefully before deciding. Users may be able to “whitelist” GlobalProtect in their anti-virus program to automatically allow it in the future.
Example Screenshot:
Anti-Virus Hidden Prompts
Some anti-virus programs may have settings that block applications or communications without prompting or alerting the user. These settings should be reviewed to ensure GlobalProtect is not being blocked. Users may be able to “whitelist” GlobalProtect in their anti-virus program to always allow it in the future.
Example Screenshot:
Advanced Features
Some anti-virus programs may have advanced features that can conflict with GlobalProtect. These features can vary by product but some common names include shield, protection, proxy, firewall, VPN and blacklist.
Example Screenshots:
How to Get Help with the GlobalProtect Remote Access VPN
- Visit the IT Help Portal
- Call us at 814-865-HELP (4357)
- Email us at ITservicedesk@psu.edu
Links
For more information and lists of related Knowledge Base articles, see the following:
KB0013431, GlobalProtect Remote Access VPN - Overview
KB0013451, GlobalProtect Remote Access VPN - Minimum Anti-Virus Requirements
OIS (Office of Information Security) Official Anti-Virus Recommendations, https://security.psu.edu/education-training/anti-virus/