Download Failed

[JCapron]

Model PA-440
V 11.1.2-h3

We have GP agent 6.2.3 downloaded to our PA-440, but I have not had my Apple Mac updated to that version for several months. I can still connect to my office via GP VPN but my computer client is GP App version 6.1.3-703. When connected, GP tries download the latest version at startup and every 15-20 minutes thereafter. The error message is:

Download Failed!

For some reason, GlobalProtect was unable to download the latest version.

I cannot find any discussion that relates directly to this issue. The failure continues to occur after 2 or 3 new software versions. Same error message. Any suggestions?

Jim Capron

[TomYoung]

Hi @JCapron ,

Please check out this article.  https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000boIFCAY&lang=en_US

The article mentions 2 things to test, DNS resolution and security policy.  The most common issue that I have seen with customers and on this community is that their external and internal DNS uses the same domain, but they do not have internal DNS records for the portal or gateway that match the external ones.  Once the client connects, DNS resolution fails.

Thanks,

Tom