global-protect client can't connect

kunal_19 — Mon, 03 Jul 2017 11:00:48 GMT

Hi Team,

I am stuck in a situation. Whenever GP-client tries connecting to Firewall, it is stuck in between and then disconnects.

1. Client is able to connect to portal and download certificate.

2. I can see when it gets disconnects, i.e discovering network-->> connecting --> disconnects.

I have checked everything at my end. Kindly advise if anyone knows when this type of error occurs.

Regards,

Kunal

Re: global-protect client can't connect

kiwi — Mon, 03 Jul 2017 11:29:09 GMT

Hi @kunal_19,

I'd start by checking the GP debug logs (especially PanGPS.log and PanGPA.log can provide useful information as to why you're disconnecting).

That said, this is a good place to start learning about debugging GP :

https://live.paloaltonetworks.com/t5/Management-Articles/Troubleshooting-GlobalProtect/ta-p/75770

Or you might want to check out the GP resource page with plenty of Troubleshooting articles :

https://live.paloaltonetworks.com/t5/Management-Articles/GlobalProtect-resource-guide/ta-p/70472

Cheers !

-Kiwi

Re: global-protect client can't connect

reaper — Mon, 03 Jul 2017 11:32:59 GMT

Hi Kunal

Have you verified the logs on the firewall to see what error message you're seeing on your end ?

You can also export the logs generated by the GPclient to verify what it is reporting in more detail:

First open the panel and go to troubleshooting

Change the logging levels to debug and then let the client try to connect a few times, then hit the 'collect logs' button to export the log files and open with a text editor

Re: global-protect client can't connect

kunal_19 — Fri, 07 Jul 2017 09:38:25 GMT

Guys , how do i attach my notepad file containing global protect logs.

I can't see any options here

Re: global-protect client can't connect

reaper — Fri, 07 Jul 2017 14:02:03 GMT

attachments are not allowed for security reasons

you could paste the interesting log bits here or host the file offsite (so people can access it at their own risk 😉 )

Re: global-protect client can't connect

kunal_19 — Mon, 10 Jul 2017 10:04:18 GMT

GUYS CHECK IF THESE LOGS HELP IN FINDING THE ERROR

Enter login credentials 1 (T3152) 07/07/17 14:16:23:389 Debug(4811): REGION-PRIO, region code is (T3152) 07/07/17 14:16:23:389 DebuCg(9306): REGION-PRIO, save region code (T3152) 07/07/17 14:16:23:389 Debug(4825): No saml-auth-status. (T3152) 07/07/17 14:16:23:389 Debug(4834): No saml-auth-method. (T3152) 07/07/17 14:16:23:389 Debug(4844): No saml-request. (T3152) 07/07/17 14:16:23:389 Debug(4853): No prelogin-cookie. (T3152) 07/07/17 14:16:23:389 Debug(4859): Portal authentication-message is Enter login credentials (T3152) 07/07/17 14:16:23:389 Debug(4875): autosubmit is false (T3152) 07/07/17 14:16:23:389 Debug(4881): kerberos, tag krb-norm-username does not exist, check tag ccusername now. (T3152) 07/07/17 14:16:23:389 Debug( 78): pan_get_full_path(): full path in multibyte char is C:\Program Files\Palo Alto Networks\GlobalProtect\PanSCEP_92404abf2646bdab2bec49f217c95.cer (T3152) 07/07/17 14:16:23:389 Debug( 78): pan_get_full_path(): full path in multibyte char is C:\Program Files\Palo Alto Networks\GlobalProtect\PanSCEP_92404abf2646bdab2bec49f217c95.pfx (T3152) 07/07/17 14:16:23:389 Debug(5486): Portal user auth cookie file name is C:\Users\ACPL\AppData\Local\Palo Alto Networks\GlobalProtect\PanPUAC_92404abf2646bdab2bec49f217c95.dat (T3152) 07/07/17 14:16:23:389 Debug( 73): CTranslate: dwSidLen is 24 (T3152) 07/07/17 14:16:23:389 Info (1294): Failed to open file C:\Users\ACPL\AppData\Local\Palo Alto Networks\GlobalProtect\PanPUAC_92404abf2646bdab2bec49f217c95.dat (T3152) 07/07/17 14:16:23:389 Debug(5459): Portal prelogon auth cookie file name is PanPPAC_a58d1eeb8c28f094886687bb1efcc3f1.dat (T3152) 07/07/17 14:16:23:389 Debug( 73): CTranslate: dwSidLen is 24 (T3152) 07/07/17 14:16:23:389 Debug( 78): pan_get_full_path(): full path in multibyte char is C:\Program Files\Palo Alto Networks\GlobalProtect\PanPPAC_a58d1eeb8c28f094886687bb1efcc3f1.dat (T3152) 07/07/17 14:16:23:389 Debug( 486): pan_read_text_from_file(): File does not exist. File: C:\Program Files\Palo Alto Networks\GlobalProtect\PanPPAC_a58d1eeb8c28f094886687bb1efcc3f1.dat (T3152) 07/07/17 14:16:23:389 Info (1268): Failed to UnserializePortalPrelogonAuthCookie. (T3152) 07/07/17 14:16:23:389 Debug(1271): Unserialized empty cookie for portal 192.168.1.250 and pre-logon user. (T3152) 07/07/17 14:16:23:389 Debug(6229): Login... (T3152) 07/07/17 14:16:23:389 Debug(6250): pszPortalString = 00000000004BE960, new char[333]; (T3152) 07/07/17 14:16:23:389 Debug(6258): m_szDomainAndUsername is kunal (T3152) 07/07/17 14:16:23:389 Debug(6288): GetHttpResponse()... (T3152) 07/07/17 14:16:23:389 Debug(2512): portal proxyparam is empty (T3152) 07/07/17 14:16:23:389 Debug(2534): OID, oid= (T3152) 07/07/17 14:16:23:391 Debug( 73): CTranslate: dwSidLen is 24 (T3152) 07/07/17 14:16:23:391 Debug(2578): IPADDR=192.168.1.250,PORT=443,URL=/global-protect/getconfig.esp,POST=1,PROXY_AUTO=0,PROXY_CFGURL=NULL,PROXY=NULL,PROXY_BYPASS=NULL,PROXY_USER=NULL,PROXY_PASS=****,VERIFY_CERT=0,ADDITIONAL_CHECK=0,SCEP_CERT=,oid= (T3152) 07/07/17 14:16:23:391 Debug(1024): Send response to client for request https_request (T3152) 07/07/17 14:16:23:391 Debug(2583): Clean post data (T3152) 07/07/17 14:16:23:391 Debug(2608): gpapintimeout not set, set it to 600 seconds (T3152) 07/07/17 14:16:23:479 Debug(2678): receive pan_msg_ping, 1 (T3152) 07/07/17 14:16:23:479 Debug(2857): HTTP_RPC, len=5238, result is gp-portal 4100 4.0.2-19 ... (T3152) 07/07/17 14:16:23:479 Debug( 202): 5 OTP options exist in portal configuration. (T3152) 07/07/17 14:16:23:479 Debug( 583): Collect hip data is false. (T3152) 07/07/17 14:16:23:479 Debug( 63): VPN event pre-vpn-connect does not exist. (T3152) 07/07/17 14:16:23:479 Debug( 63): VPN event post-vpn-connect does not exist. (T3152) 07/07/17 14:16:23:479 Debug( 63): VPN event pre-vpn-disconnect does not exist. (T3152) 07/07/17 14:16:23:479 Debug( 630): No trusted host list defined! (T3152) 07/07/17 14:16:23:479 Debug( 674): No third party vpn clients defined (T3152) 07/07/17 14:16:23:479 Debug( 688): No internal host detection defined (T3152) 07/07/17 14:16:23:479 Debug( 693): No V6 gateways list (T3152) 07/07/17 14:16:23:479 Debug( 881): No internal gateway defined (T3152) 07/07/17 14:16:23:479 Debug( 900): Optional client-cert does not exist (T3152) 07/07/17 14:16:23:479 Debug( 936): Optional root-ca does not exist (T3152) 07/07/17 14:16:23:479 Debug( 73): CTranslate: dwSidLen is 24 (T3152) 07/07/17 14:16:23:479 Debug( 213): pan_write_text_to_file(): don't check pre-existance. (T3152) 07/07/17 14:16:23:479 Debug( 218): pan_write_text_to_file(): wrote 5248 of 5248 bytes to file C:\Users\ACPL\AppData\Local\Palo Alto Networks\GlobalProtect\PanPortalCfg_92404abf2646bdab2bec49f217c95.dat. (T3152) 07/07/17 14:16:23:479 Debug( 64): Saved portal config to file C:\Users\ACPL\AppData\Local\Palo Alto Networks\GlobalProtect\PanPortalCfg_92404abf2646bdab2bec49f217c95.dat. (T3152) 07/07/17 14:16:23:479 Debug(1450): Proxy auto detect is not needed (T3152) 07/07/17 14:16:23:479 Debug(6632): RefreshPortalConfig is yes, RefreshPortalConfigInterval is 24 (T3152) 07/07/17 14:16:23:479 Debug(8551): OID, new box (T3152) 07/07/17 14:16:23:479 Debug(8559): OID, m_OID is (T3152) 07/07/17 14:16:23:479 Debug(8561): OID, get from dynamic config is (T3152) 07/07/17 14:16:23:479 Debug(8567): kerberos, dynamic config value is yes (T3152) 07/07/17 14:16:23:495 Info ( 232): Failed to find attribute 'ipv6-preferred' (T3152) 07/07/17 14:16:23:495 Debug(6742): Failed to get ipv6-preferred from config, try local (T3152) 07/07/17 14:16:23:495 Info ( 232): Failed to find attribute 'mdm-address' (T3152) 07/07/17 14:16:23:495 Debug(6742): Failed to get mdm-address from config, try local (T3152) 07/07/17 14:16:23:495 Debug(7801): Set mdm address as empty (T3152) 07/07/17 14:16:23:495 Debug(6661): MDM is disabled (T3152) 07/07/17 14:16:23:495 Info ( 232): Failed to find attribute 'scep-profile-name' (T3152) 07/07/17 14:16:23:495 Info ( 232): Failed to find attribute 'user-email' (T3152) 07/07/17 14:16:23:495 Debug(6669): Scep certificate renew period is 7 days. Scep cert auth cookie length is 57 (T3152) 07/07/17 14:16:23:495 Debug(6680): Otp portal 0, otp internal gateway 0, otp auto external gateway 0, otp manual only external gateway 0 (T3152) 07/07/17 14:16:23:495 Info ( 232): Failed to find attribute 'ipv6-preferred' (T3152) 07/07/17 14:16:23:495 Debug(6786): Failed to get ipv6-preferred from config, try local (T3152) 07/07/17 14:16:23:495 Debug(6685): Prefer ipv6 is 1 after processing portal configuration. (T3152) 07/07/17 14:16:23:495 Info ( 232): Failed to find attribute 'mfa-enabled' (T3152) 07/07/17 14:16:23:495 Debug(6786): Failed to get mfa-enabled from config, try local (T3152) 07/07/17 14:16:23:495 Debug(6329): No scep profile (T3152) 07/07/17 14:16:23:495 Debug(2015): close WinHttp close handle. (T3152) 07/07/17 14:16:23:495 Debug(5592): this version of portal config is supported. (T3152) 07/07/17 14:16:23:495 Debug(5702): portal status is Connected. (T3152) 07/07/17 14:16:23:495 Debug(5703): returns 1. (T3152) 07/07/17 14:16:23:495 Debug(5124): Reload Agent Reg Config. (T3152) 07/07/17 14:16:23:495 Debug(8864): CPanMSService::ControlGPEnforcer() Loading GPEnforcer (T3152) 07/07/17 14:16:23:495 Debug(8886): CPanMSService::ControlGPEnforcer() GPEnforcer is loaded. (T3152) 07/07/17 14:16:23:495 Debug(1721): AlwaysOn,applyrules, rules=(null) (T3152) 07/07/17 14:16:23:495 Debug( 225): AlwaysOn,Opening Filtering Engine (T3152) 07/07/17 14:16:23:510 Debug( 271): AlwaysOn,appid is size=164, data=5c 00 64 00 (T3152) 07/07/17 14:16:23:510 Debug( 271): AlwaysOn,appid is size=164, data=5c 00 64 00 (T3152) 07/07/17 14:16:23:510 Debug( 271): AlwaysOn,appid is size=102, data=5c 00 64 00 (T3152) 07/07/17 14:16:23:510 Debug(1406): AlwaysOn,Starting Transaction (T3152) 07/07/17 14:16:23:510 Debug(1414): AlwaysOn,Successfully Started Transaction (T3152) 07/07/17 14:16:23:510 Debug(1416): AlwaysOn,Adding Sublayer (T3152) 07/07/17 14:16:23:510 Debug(1421): AlwaysOn,result=80320009, error=0 (T3152) 07/07/17 14:16:23:510 Debug(1423): AlwaysOn,FWP_E_ALREADY_EXISTS return, continue (T3152) 07/07/17 14:16:23:510 Debug(1430): AlwaysOn,Sucessfully added Sublayer (T3152) 07/07/17 14:16:23:510 Debug(1285): AlwaysOn,Adding Flow Established Filter (T3152) 07/07/17 14:16:23:510 Debug( 713): AlwaysOn,windows7, allow all applications! (T3152) 07/07/17 14:16:23:510 Debug( 741): AlwaysOn,result = 00000000, lastError=1150 (T3152) 07/07/17 14:16:23:510 Debug( 741): AlwaysOn,result = 00000000, lastError=1150 (T3152) 07/07/17 14:16:23:510 Debug( 741): AlwaysOn,result = 00000000, lastError=1150 (T3152) 07/07/17 14:16:23:510 Debug( 953): AlwaysOn,Adding Flow Established Filter (T3152) 07/07/17 14:16:23:510 Debug( 693): AlwaysOn,Adding Flow Established Filter (T3152) 07/07/17 14:16:23:510 Debug( 879): AlwaysOn,Adding Flow Established Filter (T3152) 07/07/17 14:16:23:510 Debug( 581): AlwaysOn,Adding in bound ip v4 traffic Filter (T3152) 07/07/17 14:16:23:510 Debug( 590): AlwaysOn,FwpmFilterAdd return error 80320002, lastError=0000047e (T3152) 07/07/17 14:16:23:510 Debug(1073): AlwaysOn,Adding Flow Established Filter (T3152) 07/07/17 14:16:23:510 Debug(1097): AlwaysOn,add allow local host filter (T3152) 07/07/17 14:16:23:510 Debug(1155): AlwaysOn,add enable dhcp filter (T3152) 07/07/17 14:16:23:510 Debug(1186): AlwaysOn,add enable dhcp filter (T3152) 07/07/17 14:16:23:510 Debug(1302): AlwaysOn,Successfully added Flow Established filter (T3152) 07/07/17 14:16:23:510 Debug(1362): AlwaysOn,Adding Flow Established Filter (T3152) 07/07/17 14:16:23:510 Debug( 606): AlwaysOn,AddBlockAllTrafficFilterV6 (T3152) 07/07/17 14:16:23:510 Debug( 635): AlwaysOn,Adding Flow Established Filter (T3152) 07/07/17 14:16:23:510 Debug(1379): AlwaysOn,Successfully added Flow Established filter (T3152) 07/07/17 14:16:23:510 Debug(1436): AlwaysOn,Committing Transaction (T3152) 07/07/17 14:16:24:244 Debug(1440): AlwaysOn,Successfully Committed Transaction (T3152) 07/07/17 14:16:24:244 Debug( 225): AlwaysOn,Opening Filtering Engine (T3152) 07/07/17 14:16:24:244 Debug( 384): AlwaysOn,Successfully Started Transaction (T3152) 07/07/17 14:16:24:244 Debug(1215): AlwaysOn,Adding Sublayer (T3152) 07/07/17 14:16:24:244 Debug(1220): AlwaysOn,result=80320009, error=0 (T3152) 07/07/17 14:16:24:244 Debug(1222): AlwaysOn,FWP_E_ALREADY_EXISTS return, continue (T3152) 07/07/17 14:16:24:244 Debug(2845): AlwaysOn,run process cmd=cmd /c netstat -ano > testrules.out(T3152) 07/07/17 14:16:24:400 Debug(2912): AlwaysOn,arrSize=3 (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:80, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=4 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:135, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=816 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:443, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=3612 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:445, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=4 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:902, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=2736 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:912, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=2736 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:2869, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=4 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:49152, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=528 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:49153, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=908 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:49154, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=976 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:49155, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=628 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:49159, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=620 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 0.0.0.0:49160, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=896 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 127.0.0.1:4767, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=3936 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 127.0.0.1:4767, foreignAddress is 127.0.0.1:50729, state=ESTABLISHED, pid=3936 (T3152) 07/07/17 14:16:24:400 Debug(3360): AlwaysOn,h is 0000000000000464 (T3152) 07/07/17 14:16:24:400 Debug(3362): AlwaysOn,process path name is \Device\HarddiskVolume2\Program Files\Palo Alto Networks\GlobalProtect\PanGPS.exe (T3152) 07/07/17 14:16:24:400 Debug(3034): AlwaysOn,remember established connect, 127.0.0.1:4767, 127.0.0.1:50729, ESTABLISHED, 3936, port is 4767, panme is \Device\HarddiskVolume2\Program Files\Palo Alto Networks\GlobalProtect\PanGPS.exe (T3152) 07/07/17 14:16:24:400 Debug(3045): AlwaysOn,this port is belongs to application Program Files\Palo Alto Networks\GlobalProtect\PanGPS.exe, do not block it! (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 127.0.0.1:8307, foreignAddress is 0.0.0.0:0, state=LISTENING, pid=3612 (T3152) 07/07/17 14:16:24:400 Debug(3078): AlwaysOn,ignore line: TCP (T3152) 07/07/17 14:16:24:400 Debug(3011): AlwaysOn,localAddress is 127.0.0.1:49158, foreignAddress is 127.0.0.1:62522, state=ESTABLISHED, pid=3340 (T3152) 07/07/17 14:16:24:400 Debug(3360): AlwaysOn,h is 0000000000000468 (T3152) 07/07/17 14:16:24:400 Debug(3362): AlwaysOn,process path name is \Device\HarddiskVolume2\Program Files (x86)\Cisco\Cisco AnyConnect Secure Mobility Client\vpnui.exe

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global-protect client can't connect

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Re: global-protect client can't connect