GlobalProtect on Mac 13.4.1 ("msgtype = hip" rather than "msgtype = portal")

[Pipboy2130]

I'm looking over the log files of a Mac (v13.4.1) that cannot connect using GlobalProtect (v6.1.1-5). I'm comparing it to another Mac running the same OS which works, and in the PanGPS.log files I'm seeing this difference:

Working:

Line 53: P10741-T259 07/19/2023 15:37:40:147 Debug( 759): CPanMSService::Init connect timeout 5, received timeout 30, portal timeout 5
Line 58: P10741-T259 07/19/2023 15:37:40:148 Info (10639): CheckPrelogon: Portal is , PrelogonEnabled is no
Line 66: P10741-T259 07/19/2023 15:37:40:199 Info (10528): Portal config does not exist, try registry/plist
Line 81: P10741-T14855 07/19/2023 15:37:58:802 Info ( 531): msgtype = portal
Line 82: P10741-T14855 07/19/2023 15:37:58:802 Debug(2679): ----Portal Processing starts----

Not Working:

Line 58: P9433-T259 09/12/2023 14:09:21:092 Debug( 759): CPanMSService::Init connect timeout 5, received timeout 30, portal timeout 5
Line 63: P9433-T259 09/12/2023 14:09:21:093 Info (10639): CheckPrelogon: Portal is , PrelogonEnabled is no
Line 71: P9433-T259 09/12/2023 14:09:21:165 Info (10528): Portal config does not exist, try registry/plist
Line 213: P1435-T259 09/12/2023 14:23:17:404 Debug( 759): CPanMSService::Init connect timeout 5, received timeout 30, portal timeout 5
Line 218: P1435-T259 09/12/2023 14:23:17:592 Info (10639): CheckPrelogon: Portal is , PrelogonEnabled is no
Line 224: P1435-T259 09/12/2023 14:23:18:992 Info (10528): Portal config does not exist, try registry/plist

It looks like it may be an install-related issue (no portal configured), though I'm not familiar enough with this (or a Mac, for that matter) to say for sure. Has anyone seen this before?

Thanks!

[Pipboy2130]

Update:  Checking the systemextensionsctl.txt file, this extension is missing from the non-working Mac:

PXPZ95SK77 com.paloaltonetworks.GlobalProtect.client.extension (6.1.1-5/1) GlobalProtectExtension [activated enabled]

[JayGolf]

Hi @Pipboy2130 ,

Have you tried reinstalling the agent? Do you still run into the same issue with not being able to connect? 

[Pipboy2130]

Jay,

I believe they did try reinstalling. The fix for this turned out to be reverting to an older version of the Global Protect client.

Thanks,

Alan