Global Protect connection issues - fixed by deleting&retyping the portal address

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Global Protect connection issues - fixed by deleting&retyping the portal address

L0 Member

Hello,

 

We experience issues with Global Protect  which states "Connected" but users still cannot access internal websites or shares from home office/remote locations.

 

The fix for this issue is to ask users to delete the portal address in GP settings and retyping it. The access to internal resources is then restored and problem fixed.

We are using GP version 5.2.8-23.

 

We wonder if anyone have experienced some challenges with the connection for remote workers and how you've got rid off this issues?

 

Thanks in advance!

1 ACCEPTED SOLUTION

Accepted Solutions

Cyber Elite
Cyber Elite

@FlorentinGrama,

Removing and re-adding the portal address would force the user to disconnect and re-connect to your portal. I highly doubt the act of touching the portal address is at all fixing the issue, but the disconnect and re-connect is. The next time you have a user report these issues, simply have them reconnect without touching the portal address.

 

As for what the actual issue is, have you looked at your firewall logs to actually see that traffic isn't getting denied while a user is experiencing the issue? IE: Are you seeing the user attempt to send traffic while they are experiencing an instance of this issue? 

There's a lot of different reasons a user can run into this depending on your configuration. You could be dropping their user-id which can result in your dropping their traffic, it could be HIP issues resulting in you dropping their traffic, or various other reasons. In most scenarios simply disconnecting and re-connecting to GlobalProtect will fix the issue in the short term until you can narrow down root cause. 

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1 REPLY 1

Cyber Elite
Cyber Elite

@FlorentinGrama,

Removing and re-adding the portal address would force the user to disconnect and re-connect to your portal. I highly doubt the act of touching the portal address is at all fixing the issue, but the disconnect and re-connect is. The next time you have a user report these issues, simply have them reconnect without touching the portal address.

 

As for what the actual issue is, have you looked at your firewall logs to actually see that traffic isn't getting denied while a user is experiencing the issue? IE: Are you seeing the user attempt to send traffic while they are experiencing an instance of this issue? 

There's a lot of different reasons a user can run into this depending on your configuration. You could be dropping their user-id which can result in your dropping their traffic, it could be HIP issues resulting in you dropping their traffic, or various other reasons. In most scenarios simply disconnecting and re-connecting to GlobalProtect will fix the issue in the short term until you can narrow down root cause. 

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