Globalprotect dissonnection issues

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Globalprotect dissonnection issues

L4 Transporter

I have a couple of users who say that when on the GP VPN client it disconnects them multiple times and I have not been able to reproduce their issues.

The only thing I have found so far is this in the system logs "globalprotect gateway user login failed. error existing user session found"


collected logs on the client and nothing really stands out. any ideas would be appreciated


just going for a smoke... but also...


what is auth method.

is connection on demand or always on

any cert auth involved

is this wifi or mobile data





He says that it say disconnected but didn't look for the red x, the connection is on-demand, we do have a cert involved, not mobile its a desktop, don't think it is wifi






He does not reconnect, he ends up choosing to connect again through the client

"He does not reconnect, he ends up choosing to connect again through the client"


what i meant was.... was he able manually connect immediately or did it take a few attempts....


can we assume he is using the same portal/gateway address as other users without the issue....


are the users with the same issue all connecting from the same site..


probably teaching you to suck eggs but worth asking....


also... on your version of 7 do you have the option in the GP portal app for "restoration of VPN connection timeout"

I'm not sure when this was introduced...


if the "disconnected" pop up is visible then this will be recorded in the pangps.log from client.





He was not able to immediately connect manually it took a few attempts

Yes he is using the same portal/gateway that I am, and I am having no issues. In fact I have my spare laptop on comcast connecting through the VPN and having no issues. It has been online for about 2 hours. No the two users that are having issues are connecting from home and they don't even live in the same town. 

I checked the portal/app tab and automatic restoration of VPN connection restore attempts (sec) is set to 30


Is this on the firewall pangps.log ? Or does it need to be collected through the client


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