GlobalProtect Authentication Issue After Updating Adobe Acrobat

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jdelio
Community Team Member

GlobalProtect_authentication_issue_Adobe_Acrobat.png

 

If you have recently updated your Adobe Acrobat software and are now starting to face issues with GlobalProtect SAML Authentication, then this blog is for you.

 

Here in the LIVEcommunity, we have been seeing more and more search queries that have to do with this issue, and we want to take the opportunity to help call attention to a solution.

 

Issue Details and the Hotfix

Basically, people who updated Adobe Acrobat Reader and are running version 21.001.20135 find that this is breaking SAML authentication process and causing GlobalProtect connection to fail.

 

Once the user inputs their credentials on the embedded browser, SAML authentication window gets stuck in connecting state and the GlobalProtect App shows an error message (as shown below) regarding an Adobe plug-in.

 

Error message doesn't pop up automatically. User will need to hover over the GP icon on the taskbar to see the error message.Error message doesn't pop up automatically. User will need to hover over the GP icon on the taskbar to see the error message.

The short explanation is that this is NOT a GlobalProtect issue.

 

The quick fix for this issue would be to update Adobe Acrobat with a hotfix release, version 21.001.20138

 

For ALL of the details, including links to all the answers, please see the following article on Palo Alto Networks Knowledge Base:

GlobalProtect SAML Authentication with Embedded Browser Stuck After Updating Adobe Acrobat Reader to... 

 

More GlobalProtect Troubleshooting

Our very own @kiwi has written a great blog all about troubleshooting GlobalProtect. Be sure to check it out here.

 

 

Thanks for taking time to read my blog.
If you enjoyed this, please hit the Like (thumbs up) button, and don't forget to subscribe to the LIVEcommunity Blog area.

 

As always, we welcome all comments and feedback in the comments section below.

 

Stay Secure,
Joe Delio
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