user unable to connect to Global protect when they are on Mobile hotspot

Aditya-PA — Thu, 14 Mar 2024 13:42:39 GMT

Hi,

User is on GP 6.2.1, they can connect to GP fine when they are on their home wifi, but as soon as they try to connect using their mobile hotspot, GP can not connect, we checked the PANGPs.log file and this is we found

when on 6.2.1:

HipMissingPatchThread: now is 1710422673, last hip check is 1710422672, hip check interval is 3600000 P48193-T19971 03/14/2024 08:24:33:929 Debug( 446): HipMissingPatchThread: wait 3599000 ms P48193-T19971 03/14/2024 08:24:33:929 Debug( 451): HipMissingPatchThread: Got CheckHipMissingPatchEvent. P48193-T19971 03/14/2024 08:24:33:929 Debug( 385): CheckHipMissingPatchInOtherProcess() P48193-T19971 03/14/2024 08:24:33:929 Debug( 388): Need to check missing patch. P48193-T19971 03/14/2024 08:24:33:929 Debug( 175): Launch PanGpHipMp cmd: /Applications/GlobalProtect.app/Contents/Resources/PanGpHipMp 5 utun4 P48193-T19971 03/14/2024 08:24:33:929 Debug( 183): CheckHipMissingPatchInOtherProcess(): Launched PanGpHipMp

so I suggested them to upgrade to 6.2.2 but then its a new error on 6.2.2:

P50710-T259 03/14/2024 08:29:05:605 Debug(17817): DEM Agent: Read DEM user-id setting: 27, 15, 8, 8, 25 P50710-T259 03/14/2024 08:29:05:605 Info (12186): Portal config does not exist, try registry/plist P50710-T259 03/14/2024 08:29:05:605 Info (12186): Portal config does not exist, try registry/plist P50710-T4355 03/14/2024 08:29:05:605 Info ( 353): starting system ext ipc listener.

what is the meaning of this error and how to fix this?

PS: its MAC laptop

Re: user unable to connect to Global protect when they are on Mobile hotspot

kiwi — Fri, 15 Mar 2024 09:25:58 GMT

Hi @Aditya-PA ,

That's some sparse logging. Is there any more ?

Are you able to reach the portal address when you browse to it ?

Similar error seen in this thread:

https://live.paloaltonetworks.com/t5/general-topics/globalprotect-stops-to-connect/td-p/168974

Kind regards,

-Kim.

topic user unable to connect to Global protect when they are on Mobile hotspot in General Topics

user unable to connect to Global protect when they are on Mobile hotspot

Re: user unable to connect to Global protect when they are on Mobile hotspot