Global Protect stuck on Connecting

[nthen]

On some workstations, the Global Protect client (latest 1.2.4) will not connect.  If I re-install the client it begins working and then 2 days later will continually show Connecting in the taskbar until the client is re-installed again.  Right now I have a mix of this happening on WIndows XP 32-bit, Windows 7 32-bit and Windows 7 64-bit.  Some systems are brand new builds and others have been in use for awhile.  Does anyone know what could cause this besides having to re-install on users workstations to correct?  I have tried different Internet connections with and without firewalls and the issue continues.

[gswcowboy]

We'd need pangp service and pangp agent logs (debug mode) to gain more insight on the issue at hand.    

[dpalani]

Hi,

In the client machine where you are noticing intermittent issues open the client go to view > advanced view > troubleshooting > enable logs you can see you can log debug messages for PanGP and Agent service.

Try to connect to the portal and enable the debug logs. Once the connection fails follow the logs. Start with the error level severity messages and work your way through.

Hope that helps.

[cchristiansen]

Please check to make sure that the address (FQDN or IP) configured in the GP client i.e vpn.mydomain.com or 1.2.3.4 is the same thing you have as the CN in your portal/gateway certificate, and the gateway setting in your portal configuration.  The others were correct to point out that you should look in the PANGPS logs.  If you are getting CN errors in that log, then you will know that what I have described is likely the issue.  I have seen this several times.  It is a common mistake because the portal->gateway configuration says "gateway address" so people type in the IP when their certificate CN is an FQDN and the gateway they are connecting to is an FQDN.  Anyway, hope this helps.

-chadd.

[nthen · Accepted solution]

I was able to solve the issue.  The problem was with our vendor's network.  They have a transparent proxy in place.  When users aren't surfing the web the VPN does not work, however when they open Google or other public sites it does work.  Their engineers are working on a fix.

[mikand]

Thank you for reporting back on how your case progresses - its always great when findings are "commited" back to the community so next time somebody gets these symptoms they can check with their vendor if there is a transparent proxy on the road