topic Re: GlobalProtect on Mac does not retry after network connection unreachable. in Prisma Access Discussions

GlobalProtect on Mac does not retry after network connection unreachable.

N.Nicolaides — Mon, 12 Aug 2024 08:52:11 GMT

We are deploying Prisma Access on both mac and windows computers.

On the Mac computers, when the computer boots and the network is not initialized yet, we get the error:

"The network connection is unreachable or the portal is unresponsive. Check the network connection and reconnect."

Which is understandable. The issue is when the computer does connect to the network, the VPN client does not try again to connect to the portal automatically.

We have configured

Automatic Restoration of VPN Connection Timeout (min) to 0

and

Wait Time Between VPN Connection Restore Attempts (sec) to 25.

and

Portal Connection Timeout (sec) to 600

What am I doing wrong here?

Re: GlobalProtect on Mac does not retry after network connection unreachable.

domari — Wed, 21 Aug 2024 15:52:19 GMT

Hello @N.Nicolaides

What is the connect method you have deployed to your macOS devices? Is it on-demand or user-logon (always-on) or pre-logon?

Re: GlobalProtect on Mac does not retry after network connection unreachable.

N.Nicolaides — Wed, 21 Aug 2024 15:53:39 GMT

Hello,

This is always-on.

Re: GlobalProtect on Mac does not retry after network connection unreachable.

domari — Wed, 21 Aug 2024 16:39:24 GMT

@N.Nicolaides

Which globalprotect version are you running on macOS? If you are running GP 6.0, can you please make sure you are running 6.0.7 which is currently the preferred release. If you are already running this GP version or if you are running any of the preferred releases for GP and you are still encountering this issue. I would suggest increasing the timeout value for "TCP Connection Timeout (sec)". Maybe increase it to 15 or 20 seconds as a starter and see if that gives the network enough time to be connect.

The settings below are specifically for the VPN tunnel (after connecting to the gateway and then the tunnel goes down for some reason, these settings are related to restoring the tunnel)

Automatic Restoration of VPN Connection Timeout (min) to 0
Wait Time Between VPN Connection Restore Attempts (sec) to 25

In always on, the connection should recover as soon as the network is detected as reachable. If you want to further pursue this, I would suggest opening up a TAC case.