topic Re: Global Protect Virtual adapter not installed on ARM64 win 11 device in GlobalProtect Discussions

Global Protect Virtual adapter not installed on ARM64 win 11 device

philli88 — Tue, 21 Mar 2023 04:42:07 GMT

I am using the win11 device with qualcomm snapdragon 8 gen3rx ARM64 CPU. But there is no virtual globalProtect adapter installed.

1. I have also tried out different versions of global Protect but none of this works GlobalProtect64-6.0.5 and GlobalProtect64-6.1.0.

2. I have also tried to restart windows to disable the signature check for driver check to re-install the msi installer. I have also seen below files existed. "C:\Windows\System32\drivers\pangpd.sys"

Below is the PanGPS serivce report.

(P8284-T12576)Info ( 397): 03/21/23 09:19:34:659 Received powersetting change event

(P8284-T15208)Error( 233): 03/21/23 09:19:34:665 DRBG selftest: FAILED, error: error:2D08D065:FIPS routines:func(141):reason(101)

(P8284-T15208)Info ( 158): 03/21/23 09:19:35:181 ####################### Start PanGPS service (ver: 6.0.5-30) #######################

(P8284-T15208)Info (1669): 03/21/23 09:19:35:181 Enumerate session: user matebook logs in on session 1

(P8284-T15208)Debug(9092): 03/21/23 09:19:35:229 stop capture packets

(P5932-T5632)Info (1113): 03/21/23 09:19:29:866 ####GPC(6.0.5-30) MSI started with -commit

(P5932-T5632)Info ( 336): 03/21/23 09:19:29:866 StopPanService starts.

(P5932-T5632)Info ( 361): 03/21/23 09:19:29:866 Service does not exist

(P5932-T5632)Info (1122): 03/21/23 09:19:29:866 StopPanService called. ret = 1

(P5932-T5632)Info (1124): 03/21/23 09:19:29:866 Checking PanGPS process before installation...

(P5932-T5632)Info (1051): 03/21/23 09:19:30:885 Found PanGPS.exe for -commit

(P5932-T5632)Info (1137): 03/21/23 09:19:30:885 CheckGPSProcess completed.

(P5932-T5632)Info ( 959): 03/21/23 09:19:30:885 DeleteService for gpfltdrv starts.

(P5932-T5632)Info ( 969): 03/21/23 09:19:30:885 openservice failed, last error =1060

(P5932-T5632)Info (1018): 03/21/23 09:19:30:885 try to remove C:\WINDOWS\system32\Drivers\gpfltdrv.sys now

(P5932-T5632)Info (1031): 03/21/23 09:19:30:885 finish removing C:\WINDOWS\system32\Drivers\gpfltdrv.sys

(P5932-T5632)Info ( 336): 03/21/23 09:19:30:885 StopPanService starts.

(P5932-T5632)Info ( 361): 03/21/23 09:19:30:885 Service does not exist

(P5932-T5632)Info ( 453): 03/21/23 09:19:30:885 InstallService starts.

(P5932-T5632)Info ( 456): 03/21/23 09:19:34:581 Pan GlobalProtect Driver installation failed with error = 4

(P5932-T5632)Info ( 464): 03/21/23 09:19:34:581 PsvInstall finished.

(P5932-T5632)Info ( 488): 03/21/23 09:19:34:581 Service path is "C:\Program Files\Palo Alto Networks\GlobalProtect\PanGPS.exe".

(P5932-T5632)Info ( 515): 03/21/23 09:19:34:600 CreateService finished successfully

(P5932-T5632)Info ( 529): 03/21/23 09:19:34:600 Pan GlobalProtect Agent service succeeded

(P5932-T5632)Info ( 552): 03/21/23 09:19:34:600 Pan GlobalProtect Agent service succeeded

(P5932-T5632)Info (1199): 03/21/23 09:19:34:601 Service installed sucessfully

(P5932-T5632)Info ( 41): 03/21/23 09:19:34:601 StartPanService starts.

(P5932-T5632)Warn ( 154): 03/21/23 09:19:34:658 Service start pending...

(P5932-T5632)Warn ( 221): 03/21/23 09:19:35:664 Service started successfully.

(P8284-T15208)Debug(1001): 03/21/23 09:19:35:570 PreviousDNSInfo doesn't exist, no need to restore

(P8284-T15208)Debug(6273): 03/21/23 09:19:35:572 Proxy is not disabled before, no need to restore

(P8284-T15208)Error( 54): 03/21/23 09:19:35:573 Driver is not installed, reinstall it now!

Re: Global Protect Virtual adapter not installed on ARM64 win 11 device

Michael_S11 — Sun, 28 Jul 2024 07:35:48 GMT

This is due to extremely poor customer service thinking from PALO ALTO. Although they mention that they support ARM64, this in fact is a blatant lie. The driver is not available as a general release as it seems they do not have the technical ability to package drivers properly. My suggestion is to give PALO ALTO a poor rating and keep logging tickets with your service provider or IT department so they move to a different VPN solution that does support ARM64.

The pangpd.inf file contains a line:

CatalogFile.ntarm64 = pangpdarm64.cat

The file pangpdarm64.cat is missing.

Re: Global Protect Virtual adapter not installed on ARM64 win 11 device

jsaa — Thu, 22 May 2025 17:54:04 GMT

TENGO EL MISMO PROBLEMA ,EXISTE UNA SOLUCION O TODAVIA CONTINUA EL PROBLEMA?

Re: Global Protect Virtual adapter not installed on ARM64 win 11 device

cgloker — Thu, 05 Jun 2025 17:52:49 GMT

I’m having the same problem and was wondering if anyone has found a solution. We’re seeing this error on GP 6.3.3.

Re: Global Protect Virtual adapter not installed on ARM64 win 11 device

BPry — Thu, 05 Jun 2025 17:59:25 GMT

@cgloker,

what device are you actually attempting to utilize? We have a couple people using 6.3.3 on the latest round of Surface Laptop devices from Microsoft and we aren't encountering any sort of issues. We had a plethora of issues with Surface Pro X devices when they were launched, but we didn't have very many of them.

Re: Global Protect Virtual adapter not installed on ARM64 win 11 device

cgloker — Wed, 11 Jun 2025 10:01:14 GMT

Hola, en caso que aún tengas el problema te cuento me han dado la solución desde el TAC. Tuve que desinstalar GP completamente e instalar el Cliente que obtuve desde el CSP (fui a a Updates > Software Updates > Seleccione GlobalProtect Client for Windows ARM64).

"Troubleshooting / Resolution:
+ the issue case from internal communication issues with PANGPS due to driver installation becuase of ARM architechture
+ fully uninstalling GlobalProtect and installing ARM-compatible version from CSP, fixed the issue.
https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA14u000000HCbFCAW&lang=en_US"

Re: Global Protect Virtual adapter not installed on ARM64 win 11 device

Juan_Mora — Wed, 10 Sep 2025 17:16:20 GMT

Problem Description:

GlobalProtect will not run on our Windos ARM64 system. While attempting to connect to Portal we get an error that does not allows us to connect:

Connection Failed

Could not connect to the GlobalProtect service.

Make sure the GlobalProtect service is running.

If the issue persists, contact your administrator.

Troubleshooting steps:

1. Download Global Protect logs:

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA14u000000kI6UCAU

2. Checked logs from file "GlobalProtectLogs_X_09092025152631.zip":

debug_drv.log:

DRBG selftest: FAILED, error: error:2D08D065:FIPS routines:func(141):reason(101)

PanGPS.log:

(P25964-T21324)Info ( 516): 09/09/25 15:25:12:071 Pan GlobalProtect Driver installation failed with error = 2

System info:

Host Name:                     XXXX
OS Name:                       Microsoft Windows 11 Pro
OS Version:                    10.0.26100 N/A Build 26100
OS Manufacturer:               Microsoft Corporation
OS Configuration:              Standalone Workstation
OS Build Type:                 Multiprocessor Free
Registered Owner:              N/A
Registered Organization:       N/A
Product ID:                    XXXXXXXXX
Original Install Date:         11/16/2024, 3:27:57 AM
System Boot Time:              9/9/2025, 3:20:27 PM
System Manufacturer:           Microsoft Corporation
System Model:                  Microsoft Surface Pro, 11th Edition
System Type:                   ARM64-based PC ---------------------------------------------ARM64 System Type.

Solution:

The issue happens when you install the incorrect MSI for ARM64 systems. Palo Alto has specific Global Protect MSI for ARM64 systems:

Uninstall Global Protect
Download/Install correct MSI for ARM64 based device

How to download GlobalProtect from the Customer Support Portal

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000PNlXCAW

GlobalProtectARM64-6.3.3.1-634.msi which is attached to the ticket.