GlobalProtect Client and Windows 8

[bdunbar]

PA-200

Software version 6.01

GP Agent 2.0.4

I've installed GP client on perhaps a dozen workstations, and finally have one that will not authenticate.  Help.

Installed the machine certificate okay, installed the agent.  Opened the app from the system tray, put in correct credentials, click 'Apply' and .. nothing happens.

Where do I begin troubleshooting this bear?

[bat]

bdunbar

Enable logging by going under Troubleshooting > Logs and select PanGP Service then click "Start".

Paste the snippets here from the logs if you see any error message.

Thanks

[hshah]

Hi Bdunbar,

By default GPC client logs "PanGP Service" Logs[. You can get that information by File > Collect Logs > Un compress it.

Kindly provide is Collect Logs file as mentioned above. That will help us to find root cause.

Regards,

Hardik Shah

[tshiv]

bdunbar

Can you let us know what is the message you observe in the status window when you enter the credentials and click apply? Does the message indicate anything related to server certificate or authentication related messages?

Thanks

[bdunbar]

Ben - the end user - replied ..

This is what the log shows. It just repeats the InitConnection 341 and 349 codes and only does the 71/73/297 errors when I try to apply the setting s we put in.

(T788) 10/14/14 09:14:09:488 Info ( 341): InitConnection ...

(T788) 10/14/14 09:14:09:488 Info ( 349): Connecting to Pan MS Service end

(T788) 10/14/14 09:14:14:474 Info ( 341): InitConnection ...

(T788) 10/14/14 09:14:14:474 Info ( 349): Connecting to Pan MS Service end

(T788) 10/14/14 09:14:19:481 Info ( 341): InitConnection ...

(T788) 10/14/14 09:14:19:481 Info ( 349): Connecting to Pan MS Service end

(T788) 10/14/14 09:14:24:003 Debug(  71): CTranslate: dwSidLen is 24

(T788) 10/14/14 09:14:24:003 Debug(  73): CTranslate: sid is S-1-5-21-708218115-2184454047-3009540740

(T788) 10/14/14 09:14:24:003 Debug(  71): CTranslate: dwSidLen is 24

(T788) 10/14/14 09:14:24:003 Debug(  73): CTranslate: sid is S-1-5-21-708218115-2184454047-3009540740

(T788) 10/14/14 09:14:24:008 Debug( 297): CPanGASetting:OnBnClickedSave - resend credentials

(T788) 10/14/14 09:14:24:488 Info ( 341): InitConnection ...

(T788) 10/14/14 09:14:24:488 Info ( 349): Connecting to Pan MS Service end

(T788) 10/14/14 09:14:29:474 Info ( 341): InitConnection ...

[ssharma · Accepted solution]

Hi Bdunbar,

Can you go to Task Manager -> Services and restart the PanGPS service.

Try to connect again and see if that helps. Thank you.

[bdunbar]

Interesting: the service was not installed.

Re-installed the client and we're in.  And now .. I know.

Thank you gentlemen and/or ladies.