Globalprotect dissonnection issues

[jdprovine]

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

[jdprovine]

@MickBall

These are the logs he collected using the client trouble shooting logs PANGP-service, I read this as the client couldn't find or get to the portal to connect

(T8840) 02/16/18 04:07:21:375 Error(3259): UnsetRoutesV6: No route installed before

(T8840) 02/16/18 04:08:21:678 Error( 870): Server Error: Connect to portalIP:443 Failed
(T8840) 02/16/18 04:08:21:678 Error( 696): do_tcp_connect() failed
(T8840) 02/16/18 04:08:21:678 Error(3611): ConnectSSL: Failed to connect to 'portalIP:443'
(T8840) 02/16/18 04:08:21:678 Error(3642): ConnectSSL(FALSE) failed
(T8840) 02/16/18 04:08:21:678 Error(2130): Disconnect: Logout() failed
(T4400) 02/16/18 04:09:10:046 Error(1128): Failed to X509_LOOKUP_load_file
(T4400) 02/16/18 04:09:10:616 Error(2170): failed to retrieve client certificate passphrase. return false.
(T4400) 02/16/18 04:09:10:616 Error(5131): Failed to export client cert.
(T9784) 02/16/18 04:09:10:627 Error(9092): GetClientIpForGateway(): invalid remote host: .
(T9784) 02/16/18 04:09:10:627 Error( 178): CPanGatewayList::SelectInternalGateways() - failed to retrieve client source ipv6!
(T9784) 02/16/18 04:09:10:707 Error(1128): Failed to X509_LOOKUP_load_file
(T9784) 02/16/18 04:09:21:197 Error(1128): Failed to X509_LOOKUP_load_file
(T10404) 02/16/18 04:09:23:693 Error(1152): CheckDriverData() failed
00000000: 01 80 c2 00 00 0e 02 50 41 00 00 01 88 cc 02 07
00000010: 04 02 50 41 00 00 01 04 07 03 02 50 41 00 00 01
00000020: 06 02 0e 11 fe 09 00 12 0f 01 03 00 01 00 00 fe
00000030: 07 00 12 bb 01 00 01 01 00 00 ........ ..
(T10404) 02/16/18 04:09:24:693 Error(1152): CheckDriverData() failed
00000000: 01 80 c2 00 00 0e 02 50 41 00 00 01 88 cc 02 07
00000010: 04 02 50 41 00 00 01 04 07 03 02 50 41 00 00 01
00000020: 06 02 0e 11 fe 09 00 12 0f 01 03 00 01 00 00 fe
00000030: 07 00 12 bb 01 00 01 01 00 00 ........ ..
(T10404) 02/16/18 04:09:25:694 Error(1152): CheckDriverData() failed
00000000: 01 80 c2 00 00 0e 02 50 41 00 00 01 88 cc 02 07
00000010: 04 02 50 41 00 00 01 04 07 03 02 50 41 00 00 01
00000020: 06 02 0e 11 fe 09 00 12 0f 01 03 00 01 00 00 fe
00000030: 07 00 12 bb 01 00 01 01 00 00 ........ ..
(T5660) 02/16/18 04:11:22:240 Error(3259): UnsetRoutesV6: No route installed b

[MickBall]

sorry, yes from the GP client on the PC.

it may be of some help to ask them to monitor connects/disconnect times on a particular day and send you the details and logs.

this would save trawling through all the spurious messages that those logs collect....

the first thing i do when a users connection attempt fails is to open thier browser and https to the portal.

if they get a "page cannot be displayed" then GP has no chance...

going on your info thus far I'm heading towards crappy home network/adsl etc....  

ok just seen that you have posted again.... will take a look....

[BPry]

@jdprovine,

From the last logs it looks like he can't actually connect to the portal, which would be a pretty big issue. I'd have to look at my logs to verify, but I don't think it should show as 'portallIP:433' in the logs, it should show the actual IP/hostname it's trying to connect to. 

[jdprovine]

@BPry

I took the IP out for security reasons, it is the correct IP address and he is failing to connect to it. So is that a failure on the users side or the PA's side

[BPry]

@jdprovine,

Generally it would be on the user side, not the PA. Can the user access the Portal directly through a browser when he is experiancing issues?