topic Re: failure to connect in GlobalProtect Discussions

failure to connect

samwilliams201003 — Mon, 20 Apr 2026 10:00:48 GMT

I am trying to access the Global protect service but no matter what I do, I cannot connect to the service. I have contacted my univeristy's IT team but they were unable to resolve the issue and stated it may be due to a snapdragon processor on my laptop. Any ideas on how to fix it?

Re: failure to connect

kiwi — Mon, 20 Apr 2026 12:09:58 GMT

Hi @samwilliams201003 ,

Please check the compatibility matrix to confirm if your specific setup is supported:

https://docs.paloaltonetworks.com/compatibility-matrix/reference/globalprotect/where-can-i-install-the-globalprotect-app#id7a3c3401-b233-43b0-8d78-dfceab88798f

It’s true that GP has supported ARM64 since version 6.0, but the newest Snapdragon processors (like the X Elite) can be very picky about the driver version.

Before diving into deep log analysis, you could try these two fixes:

Check your version: Even though 6.0+ supports ARM, ensure you aren't on an older 'Preferred' version like 5.2. If you are on 6.0 or 6.1, ask your IT team if you can test with 6.3.x, as it contains specific fixes for the latest Windows on ARM hardware.
Check the 'Virtual Adapter': Go to your Windows Device Manager > Network Adapters. If the 'Palo Alto Networks' adapter has a yellow exclamation mark, the driver didn't install correctly. This can happen on Snapdragon if Windows Update hasn't finished installing the latest firmware/emulation patches.

If those don't work, then grabbing the GP Debug logs is definitely the next step to identify if it's a driver failure or a gateway rejection.

Re: failure to connect

samwilliams201003 — Mon, 20 Apr 2026 14:16:32 GMT

when I open the network adapters, I don't have a Palo Alto Networks adapter

Re: failure to connect

kiwi — Mon, 20 Apr 2026 14:34:48 GMT

Hi @samwilliams201003 ,

Can you confirm which GP version you're using ?

If you have 6.0 or 6.1, it should have the driver, but I've seen scenarios where those older 6.x versions struggled to install on the brand-new Snapdragon X chips.

If you're already on 6.3 and a removal/reinstall doesn't work for you then check the GP Debug logs for more details. Specifically, the PanGPS.log file should tell you the error code Windows gave when it tried (and failed) to create that virtual adapter.

Re: failure to connect

samwilliams201003 — Mon, 20 Apr 2026 18:03:23 GMT

i am using version 6.2.7