GlobalProtect Client Can't Access Internal Resources

[rpm4242]

There is a specific issue with a laptop client who cannot access internal resources. I know it is not a user permission issue, as he can access from his home PC on the same network with no issues. There is something wrong on the laptop itself and I cannot figure out what it is. The GlobalProect client stays connected and can access the Internet all day long, just no internal resources. We have performed a full uninstall and reinstall a few times during troubleshooting with no success. What is really weird is that there is about a 10 second window after connecting where he can get to internal resources and that is it. If he remotes into a server, he can continue to work in that server, but cannot do anything else outside of that remote desktop session. If he closes the session, he cannot get back in. As a test, he started a continuous ping on an internal server immediately after connecting to the GlobalProtect client. It returns about 10-15 successful packets and then starts timing out. This behavior has been consistent from the beginning on his laptop.

Any ideas would be much appreciated.

Thanks!

[Roby_Sreejith]

Try to filter with the source IP he gets while logged in with vpn and see if any dey logs in traffic

[bmorris1]

Hi,

You can check on the client to see if it has the routes in place to reach your internal network? It could be the client removing the routes for some reason.

On windows you can use the 'route print' command in the command prompt.

If they are in place ok then check Roby's advice and see if you are denying the traffic on the firewall.

hope this helps,

Ben

[rpm4242]

I had been filtering by the username which consistently showed allow. After trying your suggestion of filtering by IP, I found that the user-ip mapping changed to our domain administrator user account which is not allowed on the VPN. This is obviously why he is being blocked but I have no idea why it is changing. Any ideas on that?

[bmorris1]

I would start with investigating how the user is being mapped. You can do this by issuing this command:

> show user ip-user-mapping ip (ip/netmask)

Look at the 'from' column and then you can look into that aspect.

However as you have said that the mapping was changed to a domain administrator, it might be easier for you to add this user to the ignore list.

https://live.paloaltonetworks.com/t5/Management-Articles/How-to-Add-Delete-Users-from-Ignore-User-Li...

Ben

[Roby_Sreejith · Accepted solution]

You have to add device admin user id ignore list:

It is expeced behavior from Palo Alto

see below

"

The User-ID Agent (software or hardware) captures the logon user that is used to authenticate to the remote desktop window.

Shown below is an explanation of the process in an example scenario:

• User1 is logged onto the 10.10.10.10.
• During authentication, a security log is generated on the Domain Controller.
• The UI agent picks up the logs and the firewall creates the mapping of user1 ---> 10.10.10.10
• User user1 creates an RDP session to the 10.10.20.20
• The user authenticates with the user user_admin
• During authentication, a logon event is created for the user user_admin coming from the 10.10.10.10 IP address,
• This event creates the mapping of user_admin ----> 10.10.10.10,
• Since the firewall can hold only one mapping for one IP address, the user changes the mapping for the 10.10.10.10.
• When the user disconnects from the remote session of 10.10.20.20, since the log-off events are not relayed to the User-IDprocess, the mapping user_admin ----> 10.10.10.10 stays valid on the firewall so if there is a policy that is using the user1 as a reference, that policy will be missed.
• "

https://live.paloaltonetworks.com/t5/Management-Articles/What-Login-Credentials-Does-Palo-Alto-Netwo...

[rpm4242]

This was the exact issue. We added the account to the exclusion list and he was successfully able to connect and move about internal resources. Thanks so much for all your guys help.