topic Re: GP users stop working each 30 minutes in General Topics

GP users stop working each 30 minutes

BigPalo — Tue, 21 May 2024 15:57:09 GMT

We currently have version 6.1.4-711 of Global Protect deployed for the establishment of VPN sessions for teleworking users against our perimeter PAN FW. Panos is 10.2.8-h3

We have a group of users (a small part of the total) to whom Global Protect indicates that they do not have an internet connection (when they do) and their communication with certain applications is cut off (Teams...). This happens to them approximately every 30 minutes. They disconnect the VPN, reconnect and regain proper working.

They tried reinstalling the agent but they continue to experience the issue.

Re: GP users stop working each 30 minutes

Brandon_Wertz — Tue, 21 May 2024 18:26:36 GMT

How do users authenticate? SAML? I know this says MacOS, but I've heard this applies to Windows as well. I don't think this is fixed in 6.0.X, I'm not sure if this applies to 6.1.X. I know that this is fixed in 6.2.2+:

Re: GP users stop working each 30 minutes

BigPalo — Wed, 22 May 2024 10:26:14 GMT

We tried to install version 6.2.3 and now the issue is happening each 10 minutes(its even worse 🙂

Its strange because there is only a group of user having this problem but not pattern in them.

Re: GP users stop working each 30 minutes

Brandon_Wertz — Wed, 22 May 2024 12:57:13 GMT

@BigPalo wrote:

We tried to install version 6.2.3 and now the issue is happening each 10 minutes(its even worse 🙂

Its strange because there is only a group of user having this problem but not pattern in them.

Well that sucks. My only recommendation would be to collect GP dump level logs from the client right after the client disconnects then reconnects again. Then collect a TSF from the FW after the client has reconnected. Then provide both of these to TAC for their review. I would do this for both software versions. That should be enough for TAC to get to RCA.

Re: GP users stop working each 30 minutes

BigPalo — Wed, 22 May 2024 15:45:36 GMT

In GPA/S logs you can see vpn disconnect. No more info in logs to find the root cause.

I opened a TAC case