Unable to Download the GlobalProtect Agent Software from the Portal

Issue

Users are able to authenticate to the GlobalProtect portal successfully but are unable to download the agent installation package from the Palo Alto Networks firewall. When attempting to download the agent software from the portal, a file named 'errors.txt' is downloaded. The message inside this file indicates that there is no agent software found on the Palo Alto Networks firewall, as shown in the screenshot below:

Resolution

To solve this problem, follow the steps below:

On the firewall from the WebGUI:

1. Go to Device > GlobalProtect Client  and click on 'Check Now' to review for the latest GlobalProtect Agent software
2. Click on 'Download' to download the selected agent software image
3. At this point, the users will NOT be able to download the software image from the portal
4. The downloaded software image has to be activated (click on 'Activate') in order for the users to be able to download from the portal

Note: Only one version of the agent software image can be activated at a time.

owner: hlim