How to Collect Logs from GlobalProtect Clients

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(updated May 2018)

 

This document describes how to collect logs from the different GlobalProtect clients (Windows and Mac).

 

For Windows Clients (GlobalProtect 4.1)

There are 2 different ways that you can get log files from GlobalProtect, inside the "troubleshoot" tab. 

  1. The first way to see the logs, will be from starting and stopping the logs. This can be helpful to start and stop the logs to capture a certain Connection issue or another event.
    1. Start by right-clicking the GlobalProtect icon on the taskbar
      2018-05-18_gplogs2.png

      and click the sprocket icon in the upper right.
      2018-05-18_gplogs3.png


      Then hit Settings
      2018-05-18_gplogs4.png

    2. On the GlobalProtect Agent window, go to the Troubleshooting tab, select Logs under Collect Logs.
      2018-05-18_gplogs5-start.png

    3. Set Log type to PanGP Service. The PanGP Service (Windows Service) logs every connection attempt and all errors encountered during that time.
    4. Set Debug Level to Debug
    5. Before a certain event happens, click Start to start the logs. After the event, click Stop to stop the logs.
      2018-05-18_gplogs5-stop.png
    6. After you have logs on the screen, you can take a screenshot, or just scroll through the event as it is happening. This can help show exactly what is going on when the issue occurs. 
  2. The second way to collect logs would be from the same Troubleshooting window, click the Collect Logs button.
    2018-05-18_gplogs5-collect-logs.png

  3. This will bring up the Save Logs window. Click the Open Folder button.
    2018-05-18_gplogs6.png

  4. This brings up a Windows Explorer window. Look for the GlobalProtectlogs.zip file.  This is what you can unzip yourself or send off to Support so they can help troubleshoot what is going on.
    2018-05-18_gplogs7.png

 

For Mac Clients

  1. Click on the GlobalProtect client icon on the top of the home screen and click on the gear and select Settings.2018-05-23_11-26-38.jpg

     

  2.  A new window will pop up. Go to the Troubleshooting tab and click the Collect Logs button.2018-05-23_11-32-37.jpg

     

  3. The collected logs will be saved.  Click Open Folder to navigate to the file.2018-05-23_11-34-29.jpg

     

 

For mobile devices (Android and iOS)

In GlobalProtect agents for mobile devices, you can select Help > Troubleshoot and then choose to email the logs to a recipient.

 

See also

How to Generate and Upload a Tech Support File Using the WebGUI and CLI

 

author: sraghunandan

contributors: jdelio, kiwi

 

Comments

 Is possible extract log file to the Android or iOS App ??

@MPoffal

 

In GlobalProtect agents for mobile devices, you can select Help > Troubleshoot and then email the logs to a recipient

A note on newer clients. We are running 3.1.x and the File/View/Edit/Help Alt options are no longer available.  The logs are collected the same way the MAC logs are collected now by right clicking on the icon in the taskbar.

 

Brian

Instructions have been updated.

Article needs to be updated for GP client 4.1