topic Re: Black Screen Issue When Accessing GlobalProtect VPN in General Topics

Black Screen Issue When Accessing GlobalProtect VPN

romromillys — Fri, 29 Nov 2024 08:37:44 GMT

Hi everyone,

Black screen issues are preventing me from using the GlobalProtect VPN client properly. Every time I launch the application and try to log in, the screen goes completely black, and I can’t interact with any options. I’ve already tried restarting my computer, reinstalling the client, and ensuring I have the latest version of GlobalProtect (version 6.0.5-29). I also tested it on different networks to rule out connection issues, but the problem persists. I’m using Windows 11, and I’m wondering if this could be related to compatibility, network settings, or perhaps something with my system configuration. Has anyone else encountered this issue? Any suggestions for troubleshooting would be greatly appreciated!

Re: Black Screen Issue When Accessing GlobalProtect VPN

Arnesh — Fri, 29 Nov 2024 08:45:39 GMT

Hi @romromillys The compatibility matrix says that Win-11, the GP version supported is with FIPS-CC mode enabled on GP application.

Moreover, you can try 6.2 or 6.1 GlobalProtect version as 6.0 is not the latest with GlobalProtect. You can download the latest from the Customer Support Portal.

Regards,

Arnesh

Re: Black Screen Issue When Accessing GlobalProtect VPN

BPry — Fri, 29 Nov 2024 13:35:36 GMT

@romromillys,

Don't feel compelled to go to 6.2 or 6.1. GlobalProtect 6.0 is supported until the end of 2025 and there's plenty of customers that utilize the 6.0 branch. That being said, while your company may be pushing 6.0.5-29 that's pretty far from the current release.

I would reach out to your administrators and see if they'd be willing to provide you with the 6.0.11 MSI for your device. I'm assuming that when you say the screen goes completely blank that you're talking about the actual GlobalProtect application correct, not your actual computer display? GlobalProtect can cause your computer to blue screen, but I've never seen it cause the actual display to go blank like you're describing for the entire computer.

Re: Black Screen Issue When Accessing GlobalProtect VPN

romromillys — Sat, 30 Nov 2024 04:40:20 GMT

Thank you for the clarification! Yes, Iam referring to the GlobalProtect application showing a black screen, not the entire computer display. I will reach out to my administrators to check if they can provide the 6.0.11 MSI for my device. Appreciate the suggestion and the insights!