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Global Protect VPN frequently getting disconnected

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Global Protect VPN frequently getting disconnected

preetpk
L2 Linker

‎01-03-2022 05:17 AM

Hi,

 

We are facing issue with Global Protect VPN client connectivity for one of the user machine. Below are the details of the issue.

-> Global Protect VPN is very frequently getting disconnected

-> in Global Protect VPN connection stauts - can only see Packets Out , there are not Packets In.

 

In GP event logs can see "Tunnel is down due to keep-alive timeout" logs

 

Please let me know what can be the possible reason for GPVPN frequently disconnecting - but once connected there is no connectivity to corporate VPN over GPVPN.

 

Attaching the Global Protectlogs debug logs took from user n=machine during the time for issue.

 

Note: Issue is happening on for one user.For rest all users GPVPN is connecting fine.

 

 

 

6 people had this problem.
24 REPLIES 24

preetpk
L2 Linker

‎01-03-2022 05:26 AM

Below are the GPVPN event logs from user machine

 

12/29/0021 16:26:20.776 [Info ]: GlobalProtect service started (client version: 5.1.0-75, OS version: Microsoft Windows 10 Enterprise , 64-bit).
12/29/0021 16:27:24.271 [Error]: No Network Connectivity. Please verify your network connection and try again.
12/29/0021 16:28:30.184 [Info ]: Portal login completed with address 195.229.119.214 and conect method of user-logon.
12/29/0021 16:28:30.282 [Info ]: Network discovery started.
12/29/0021 16:28:31.338 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
12/29/0021 16:28:41.748 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
12/29/0021 16:29:08.907 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
12/29/0021 16:29:18.099 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
12/29/0021 16:29:21.599 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:29:21.599 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:29:28.565 [Info ]: Tunnel is restored.
12/29/0021 16:29:31.194 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
12/29/0021 16:30:18.211 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:30:18.211 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:30:26.236 [Info ]: Tunnel is restored.
12/29/0021 16:31:15.862 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:31:15.862 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:31:30.528 [Info ]: Tunnel is restored.
12/29/0021 16:32:20.197 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:32:20.197 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:32:27.109 [Info ]: Tunnel is restored.
12/29/0021 16:33:17.907 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:33:17.907 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:33:27.333 [Info ]: Tunnel is restored.
12/29/0021 16:34:18.643 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:34:18.643 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:34:25.858 [Info ]: Tunnel is restored.
12/29/0021 16:35:17.194 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:35:17.194 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:35:24.410 [Info ]: Tunnel is restored.
12/29/0021 16:36:15.805 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:36:15.805 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:36:22.917 [Info ]: Tunnel is restored.
12/29/0021 16:37:14.272 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:37:14.272 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:37:21.446 [Info ]: Tunnel is restored.
12/29/0021 16:38:12.867 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:38:12.867 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:38:19.818 [Info ]: Tunnel is restored.
12/29/0021 16:39:11.246 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:39:11.246 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:39:18.920 [Info ]: Tunnel is restored.
12/29/0021 16:40:10.329 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:40:10.329 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:40:17.376 [Info ]: Tunnel is restored.
12/29/0021 16:41:08.767 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:41:08.767 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:41:16.296 [Info ]: Tunnel is restored.
12/29/0021 16:42:07.719 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:42:07.719 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:42:14.870 [Info ]: Tunnel is restored.
12/29/0021 16:43:06.288 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:43:06.288 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:43:13.838 [Info ]: Tunnel is restored.
12/29/0021 16:44:05.247 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:44:05.247 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:44:12.442 [Info ]: Tunnel is restored.
12/29/0021 16:45:03.838 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:45:03.838 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:45:11.567 [Info ]: Tunnel is restored.
12/29/0021 16:46:03.008 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:46:03.008 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:46:10.280 [Info ]: Tunnel is restored.
12/29/0021 16:47:01.739 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:47:01.739 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:47:08.828 [Info ]: Tunnel is restored.
12/29/0021 16:48:00.261 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:48:00.261 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:48:07.323 [Info ]: Tunnel is restored.
12/29/0021 16:48:58.772 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:48:58.772 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:49:06.148 [Info ]: Tunnel is restored.
12/29/0021 16:49:57.598 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:49:57.598 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:50:14.830 [Info ]: Tunnel is restored.
12/29/0021 16:51:06.249 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:51:06.249 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:51:13.472 [Info ]: Tunnel is restored.
12/29/0021 16:51:40.603 [Info ]: Tunnel is down due to disconnection.
12/29/0021 16:51:43.377 [Info ]: User was logged out of Gateway 195.229.119.214.
12/29/0021 16:51:47.502 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
12/29/0021 16:51:47.530 [Info ]: Network discovery started.
12/29/0021 16:51:48.786 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
12/29/0021 16:52:00.070 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
12/29/0021 16:52:15.031 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
12/29/0021 16:52:27.914 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
12/29/0021 16:52:40.810 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:52:40.810 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:52:48.306 [Info ]: Tunnel is restored.
12/29/0021 16:54:41.000 [Info ]: Tunnel is down due to disconnection.
12/29/0021 16:54:43.956 [Info ]: User was logged out of Gateway 195.229.119.214.
12/29/0021 16:54:48.113 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
12/29/0021 16:54:48.142 [Info ]: Network discovery started.
12/29/0021 16:54:49.689 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
12/29/0021 16:55:02.332 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
12/29/0021 16:55:17.578 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
12/29/0021 16:55:36.843 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
12/29/0021 16:55:41.975 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 16:55:41.975 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 16:55:49.874 [Info ]: Tunnel is restored.
12/29/0021 17:13:31.284 [Info ]: Tunnel is down due to keep-alive timeout.
12/29/0021 17:13:31.284 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 17:22:39.279 [Info ]: Tunnel is restored.
12/29/0021 17:27:32.880 [Info ]: Tunnel is down due to packet sending failure.
12/29/0021 17:27:32.880 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
12/29/0021 17:37:31.258 [Info ]: Tunnel is restored.
12/29/0021 17:45:10.306 [Info ]: Tunnel is down due to disconnection.
12/29/0021 17:45:12.410 [Info ]: User was logged out of Gateway 195.229.119.214.
01/02/0022 11:56:48.469 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
01/02/0022 11:56:48.513 [Info ]: Network discovery started.
01/02/0022 11:56:49.702 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
01/02/0022 11:56:56.315 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
01/02/0022 11:57:15.927 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/02/0022 11:57:31.390 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/02/0022 12:38:27.580 [Info ]: Tunnel is down due to disconnection.
01/02/0022 12:38:30.024 [Info ]: User was logged out of Gateway 195.229.119.214.
01/03/0022 13:36:16.973 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
01/03/0022 13:36:17.091 [Info ]: Network discovery started.
01/03/0022 13:36:18.184 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
01/03/0022 13:36:30.260 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
01/03/0022 13:36:45.499 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:37:04.999 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:37:10.283 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:37:10.283 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:37:18.854 [Info ]: Tunnel is restored.
01/03/0022 13:37:23.049 [Info ]: Tunnel is down due to disconnection.
01/03/0022 13:37:25.766 [Info ]: User was logged out of Gateway 195.229.119.214.
01/03/0022 13:37:29.250 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
01/03/0022 13:37:29.294 [Info ]: Network discovery started.
01/03/0022 13:37:30.354 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
01/03/0022 13:37:42.251 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
01/03/0022 13:37:57.698 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:38:17.823 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:38:22.185 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:38:22.185 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:38:30.213 [Info ]: Tunnel is restored.
01/03/0022 13:39:12.966 [Info ]: Tunnel is down due to disconnection.
01/03/0022 13:39:15.583 [Info ]: User was logged out of Gateway 195.229.119.214.
01/03/0022 13:39:19.705 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
01/03/0022 13:39:19.746 [Info ]: Network discovery started.
01/03/0022 13:39:21.017 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
01/03/0022 13:39:33.939 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
01/03/0022 13:39:48.893 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:40:09.094 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:40:12.939 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:40:12.939 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:40:21.620 [Info ]: Tunnel is restored.
01/03/0022 13:41:12.898 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:41:12.898 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:41:21.262 [Info ]: Tunnel is restored.
01/03/0022 13:42:12.599 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:42:12.599 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:42:21.112 [Info ]: Tunnel is restored.
01/03/0022 13:43:12.377 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:43:12.377 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:43:20.978 [Info ]: Tunnel is restored.
01/03/0022 13:44:12.273 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:44:12.273 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:44:20.513 [Info ]: Tunnel is restored.
01/03/0022 13:45:11.797 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:45:11.797 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:45:20.974 [Info ]: Tunnel is restored.
01/03/0022 13:46:12.307 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:46:12.307 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:46:21.240 [Info ]: Tunnel is restored.
01/03/0022 13:46:52.919 [Info ]: Tunnel is down due to disconnection.
01/03/0022 13:46:55.310 [Info ]: User was logged out of Gateway 195.229.119.214.
01/03/0022 13:46:58.833 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
01/03/0022 13:46:58.878 [Info ]: Network discovery started.
01/03/0022 13:47:00.059 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
01/03/0022 13:47:11.785 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
01/03/0022 13:47:28.117 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:47:49.932 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:47:51.964 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:47:51.964 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:48:00.989 [Info ]: Tunnel is restored.
01/03/0022 13:48:52.268 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:48:52.268 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:49:01.101 [Info ]: Tunnel is restored.
01/03/0022 13:49:52.446 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:49:52.446 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:49:57.784 [Info ]: User was logged out of Gateway 195.229.119.214.
01/03/0022 13:50:01.952 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
01/03/0022 13:50:01.999 [Info ]: Network discovery started.
01/03/0022 13:50:03.216 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
01/03/0022 13:50:17.483 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
01/03/0022 13:50:31.776 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:50:55.199 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:50:55.199 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:50:55.765 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:51:04.257 [Info ]: Tunnel is restored.
01/03/0022 13:51:55.720 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:51:55.720 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:52:05.787 [Info ]: Tunnel is restored.
01/03/0022 13:55:13.713 [Info ]: Tunnel is down due to packet sending failure.
01/03/0022 13:55:13.713 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:55:25.935 [Info ]: Tunnel is restored.
01/03/0022 13:55:46.315 [Info ]: Tunnel is down due to disconnection.
01/03/0022 13:55:48.882 [Info ]: User was logged out of Gateway 195.229.119.214.
01/03/0022 13:55:52.616 [Info ]: Portal login completed with address 195.229.119.214 and conect method of on-demand.
01/03/0022 13:55:52.649 [Info ]: Network discovery started.
01/03/0022 13:55:55.118 [Info ]: Auto Gateway login finished with address 195.229.119.214 and user NAhmed3.
01/03/0022 13:56:08.201 [Info ]: IPSec tunnel creation finished with Gateway 195.229.119.214.
01/03/0022 13:56:22.030 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:56:43.946 [Info ]: Completed HIP Report check with Gateway 195.229.119.214.
01/03/0022 13:56:47.143 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:56:47.143 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:56:55.054 [Info ]: Tunnel is restored.
01/03/0022 13:57:46.343 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:57:46.343 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:57:54.594 [Info ]: Tunnel is restored.
01/03/0022 13:58:45.938 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:58:45.938 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:58:54.197 [Info ]: Tunnel is restored.
01/03/0022 13:59:45.530 [Info ]: Tunnel is down due to keep-alive timeout.
01/03/0022 13:59:45.530 [Info ]: Gateway VENDOR-VPN: Checking network availability and restoring VPN connection when network is available.
01/03/0022 13:59:54.130 [Info ]: Tunnel is restored.

OtakarKlier
Cyber Elite
Cyber Elite

‎01-03-2022 12:49 PM

Hello,

"Tunnel is down due to keep-alive timeout" is usually the ping could not be sent/received. Perhaps the clients internet connection dropped? Maybe WiFi or ISP?

Does the machine do the same thing when on a different internet connection?

Regards,

0 Likes Likes

preetpk
L2 Linker
In response to OtakarKlier

‎01-03-2022 08:39 PM

Hi,

 

We tried connected to 3 different internet connection (including mobile data) but still same issue. Global protect VPN is also frequently getting disconnected. Is there any workaround for such senario.

0 Likes Likes

Alexys
L0 Member

‎01-03-2022 09:49 PM

Thanks for sharing this information i was trying to solve my problem from couple of days and your post help me out thanks again.

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