03-08-2026 09:10 PM
I am using GlobalProtect version 6.1.11-752 on my iPhone. I frequently have to tap the connect button multiple times before it successfully connects. Additionally, the connection wait time often exceeds 10 seconds (sometimes even longer), whereas it usually takes only 2–3 seconds to connect. Has anyone else encountered this issue? Are there any known solutions or workarounds?
log:
03/09/2026 08:48:18:340 [Info ]: GlobalProtect service started (client version: 6.1.11-752, OS version: Apple iOS 26.3.1).
03/09/2026 08:48:19:525 [Info ]: Started the Portal pre-login
03/09/2026 08:48:19:525 [Info ]: CPanMSService::PreloginPortal CheckServerCert return 0x2000
03/09/2026 08:48:19:702 [Info ]: Portal pre-login result received
03/09/2026 08:48:19:703 [Info ]: Portal Login starts
03/09/2026 08:48:19:704 [Info ]: portal status is User authentication failed.
03/09/2026 08:48:45:360 [Info ]: Started the Portal pre-login
03/09/2026 08:48:45:360 [Info ]: CPanMSService::PreloginPortal CheckServerCert return 0x2000
03/09/2026 08:48:45:481 [Info ]: Portal pre-login result received
03/09/2026 08:48:45:482 [Info ]: Portal Login starts
03/09/2026 08:48:45:482 [Info ]: Failed to open file /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:48:45:482 [Info ]: Failed to UnserializePortalPrelogonAuthCookie.
03/09/2026 08:48:45:482 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:48:45:482 [Info ]: Logging into portal
03/09/2026 08:48:45:552 [Info ]: portal status is Connected.
03/09/2026 08:48:45:558 [Info ]: Connect method is On-Demand
03/09/2026 08:48:45:561 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:48:45:562 [Info ]: Portal login completed with address hulu.com and conect method of on-demand.
03/09/2026 08:48:45:562 [Info ]: prelogon status is 0
03/09/2026 08:48:45:562 [Info ]: Network discovery started.
03/09/2026 08:48:45:795 [Info ]: Discovering external network.
03/09/2026 08:48:45:983 [Info ]: Gateway pre-Login Starts to huli.cn
03/09/2026 08:48:45:983 [Info ]: Skipped verify server certificate result of gateway huli.cn.
03/09/2026 08:48:57:265 [Info ]: GlobalProtect service started (client version: 6.1.11-752, OS version: Apple iOS 26.3.1).
03/09/2026 08:48:57:383 [Info ]: Started the Portal pre-login
03/09/2026 08:48:57:383 [Info ]: CPanMSService::PreloginPortal CheckServerCert return 0x2000
03/09/2026 08:48:57:508 [Info ]: Portal pre-login result received
03/09/2026 08:48:57:508 [Info ]: Portal Login starts
03/09/2026 08:48:57:508 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:48:57:508 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:48:57:509 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:48:57:509 [Info ]: Logging into portal
03/09/2026 08:48:57:562 [Info ]: portal status is Connected.
03/09/2026 08:48:57:564 [Info ]: Connect method is On-Demand
03/09/2026 08:48:57:564 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:48:57:564 [Info ]: Portal login completed with address hulu.com and conect method of on-demand.
03/09/2026 08:48:57:564 [Info ]: prelogon status is 0
03/09/2026 08:48:57:565 [Info ]: Network discovery started.
03/09/2026 08:48:57:795 [Info ]: Discovering external network.
03/09/2026 08:48:57:865 [Info ]: Gateway pre-Login Starts to hulu.com
03/09/2026 08:48:57:970 [Info ]: Prelogin to gateway (null) hulu.com without ipv6
03/09/2026 08:48:57:971 [Info ]: Gateway Login starts to hulu.com
03/09/2026 08:48:57:971 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:48:57:971 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:48:57:972 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:48:57:972 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:48:57:972 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:48:57:972 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:48:58:024 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:48:58:025 [Info ]: Auto Gateway login finished with address hulu.com and user user18.
03/09/2026 08:48:58:026 [Info ]: Trying to create tunnel with gateway hulu.com
03/09/2026 08:48:58:605 [Info ]: Tunnel is created with the gateway hulu.com
03/09/2026 08:48:58:605 [Info ]: SSL tunnel creation finished with Gateway hulu.com.
03/09/2026 08:48:58:605 [Info ]: Gateway selection(Priority-TCP-SSL-Weight): VPNGW-Internet(1-14-42-20), VPNGW2-internet(1-14-44-45), VPNGW-INTERNETCN(1-13-50-120).
03/09/2026 08:48:58:694 [Info ]: Completed HIP Report check with Gateway hulu.com.
03/09/2026 08:48:58:785 [Info ]: HIP Report submitted to the Gateway hulu.com.
03/09/2026 08:49:05:686 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:05:799 [Info ]: Tunnel is down due to disconnection.
03/09/2026 08:49:05:799 [Info ]: Tunnel downtime is 1511 miliseconds
03/09/2026 08:49:06:724 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:07:250 [Info ]: User was logged out of Gateway hulu.com.
03/09/2026 08:49:09:944 [Info ]: GlobalProtect service started (client version: 6.1.11-752, OS version: Apple iOS 26.3.1).
03/09/2026 08:49:10:064 [Info ]: Started the Portal pre-login
03/09/2026 08:49:10:064 [Info ]: CPanMSService::PreloginPortal CheckServerCert return 0x2000
03/09/2026 08:49:10:178 [Info ]: Portal pre-login result received
03/09/2026 08:49:10:179 [Info ]: Portal Login starts
03/09/2026 08:49:10:179 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:10:179 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:10:180 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:10:180 [Info ]: Logging into portal
03/09/2026 08:49:10:228 [Info ]: portal status is Connected.
03/09/2026 08:49:10:230 [Info ]: Connect method is On-Demand
03/09/2026 08:49:10:231 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:49:10:231 [Info ]: Portal login completed with address hulu.com and conect method of on-demand.
03/09/2026 08:49:10:231 [Info ]: prelogon status is 0
03/09/2026 08:49:10:231 [Info ]: Network discovery started.
03/09/2026 08:49:10:462 [Info ]: Discovering external network.
03/09/2026 08:49:10:680 [Info ]: Gateway pre-Login Starts to hulu.com
03/09/2026 08:49:10:789 [Info ]: Prelogin to gateway (null) hulu.com without ipv6
03/09/2026 08:49:10:789 [Info ]: Gateway Login starts to hulu.com
03/09/2026 08:49:10:790 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:10:790 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:10:790 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:10:791 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:10:791 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:10:791 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:10:851 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:49:10:852 [Info ]: Auto Gateway login finished with address hulu.com and user user18.
03/09/2026 08:49:10:852 [Info ]: Trying to create tunnel with gateway hulu.com
03/09/2026 08:49:11:388 [Info ]: Tunnel is created with the gateway hulu.com
03/09/2026 08:49:11:388 [Info ]: SSL tunnel creation finished with Gateway hulu.com.
03/09/2026 08:49:11:388 [Info ]: Gateway selection(Priority-TCP-SSL-Weight): VPNGW-Internet(1-32-176-20), VPNGW2-internet(1-25-184-108), VPNGW-INTERNETCN(1-23-185-120).
03/09/2026 08:49:11:540 [Info ]: Completed HIP Report check with Gateway hulu.com.
03/09/2026 08:49:15:103 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:15:213 [Info ]: Tunnel is down due to disconnection.
03/09/2026 08:49:15:213 [Info ]: Tunnel downtime is 1014 miliseconds
03/09/2026 08:49:16:728 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:17:856 [Info ]: User was logged out of Gateway hulu.com.
03/09/2026 08:49:20:427 [Info ]: GlobalProtect service started (client version: 6.1.11-752, OS version: Apple iOS 26.3.1).
03/09/2026 08:49:20:546 [Info ]: Started the Portal pre-login
03/09/2026 08:49:20:546 [Info ]: CPanMSService::PreloginPortal CheckServerCert return 0x2000
03/09/2026 08:49:20:651 [Info ]: Portal pre-login result received
03/09/2026 08:49:20:651 [Info ]: Portal Login starts
03/09/2026 08:49:20:651 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:20:651 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:20:652 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:20:652 [Info ]: Logging into portal
03/09/2026 08:49:20:701 [Info ]: portal status is Connected.
03/09/2026 08:49:20:703 [Info ]: Connect method is On-Demand
03/09/2026 08:49:20:704 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:49:20:704 [Info ]: Portal login completed with address hulu.com and conect method of on-demand.
03/09/2026 08:49:20:704 [Info ]: prelogon status is 0
03/09/2026 08:49:20:704 [Info ]: Network discovery started.
03/09/2026 08:49:20:934 [Info ]: Discovering external network.
03/09/2026 08:49:21:061 [Info ]: Gateway pre-Login Starts to hulu.com
03/09/2026 08:49:21:241 [Info ]: Prelogin to gateway (null) hulu.com without ipv6
03/09/2026 08:49:21:242 [Info ]: Gateway Login starts to hulu.com
03/09/2026 08:49:21:243 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:21:243 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:21:243 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:21:243 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:21:243 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:21:244 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:21:293 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:49:21:294 [Info ]: Auto Gateway login finished with address hulu.com and user user18.
03/09/2026 08:49:21:294 [Info ]: Trying to create tunnel with gateway hulu.com
03/09/2026 08:49:21:867 [Info ]: Tunnel is created with the gateway hulu.com
03/09/2026 08:49:21:867 [Info ]: SSL tunnel creation finished with Gateway hulu.com.
03/09/2026 08:49:21:868 [Info ]: Gateway selection(Priority-TCP-SSL-Weight): VPNGW-Internet(1-59-38-20), VPNGW2-internet(1-58-59-120), VPNGW-INTERNETCN(1-59-50-77).
03/09/2026 08:49:21:987 [Info ]: Completed HIP Report check with Gateway hulu.com.
03/09/2026 08:49:24:844 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:24:957 [Info ]: Tunnel is down due to disconnection.
03/09/2026 08:49:24:957 [Info ]: Tunnel downtime is 360 miliseconds
03/09/2026 08:49:26:022 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:26:424 [Info ]: User was logged out of Gateway hulu.com.
03/09/2026 08:49:29:235 [Info ]: GlobalProtect service started (client version: 6.1.11-752, OS version: Apple iOS 26.3.1).
03/09/2026 08:49:29:354 [Info ]: Started the Portal pre-login
03/09/2026 08:49:29:354 [Info ]: CPanMSService::PreloginPortal CheckServerCert return 0x2000
03/09/2026 08:49:29:450 [Info ]: Portal pre-login result received
03/09/2026 08:49:29:450 [Info ]: Portal Login starts
03/09/2026 08:49:29:451 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:29:451 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:29:451 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:29:451 [Info ]: Logging into portal
03/09/2026 08:49:29:500 [Info ]: portal status is Connected.
03/09/2026 08:49:29:502 [Info ]: Connect method is On-Demand
03/09/2026 08:49:29:502 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:49:29:502 [Info ]: Portal login completed with address hulu.com and conect method of on-demand.
03/09/2026 08:49:29:502 [Info ]: prelogon status is 0
03/09/2026 08:49:29:503 [Info ]: Network discovery started.
03/09/2026 08:49:29:730 [Info ]: Discovering external network.
03/09/2026 08:49:29:816 [Info ]: Gateway pre-Login Starts to hulu.com
03/09/2026 08:49:29:938 [Info ]: Prelogin to gateway (null) hulu.com without ipv6
03/09/2026 08:49:29:939 [Info ]: Gateway Login starts to hulu.com
03/09/2026 08:49:29:939 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:29:939 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:29:940 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:29:940 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:29:940 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:29:940 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:29:987 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:49:29:988 [Info ]: Auto Gateway login finished with address hulu.com and user user18.
03/09/2026 08:49:29:988 [Info ]: Trying to create tunnel with gateway hulu.com
03/09/2026 08:49:30:549 [Info ]: Tunnel is created with the gateway hulu.com
03/09/2026 08:49:30:549 [Info ]: SSL tunnel creation finished with Gateway hulu.com.
03/09/2026 08:49:30:549 [Info ]: Gateway selection(Priority-TCP-SSL-Weight): VPNGW-Internet(1-13-64-20), VPNGW2-internet(1-12-64-20), VPNGW-INTERNETCN(1-13-64-20).
03/09/2026 08:49:30:644 [Info ]: Completed HIP Report check with Gateway hulu.com.
03/09/2026 08:49:35:405 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:35:515 [Info ]: Tunnel is down due to disconnection.
03/09/2026 08:49:35:515 [Info ]: Tunnel downtime is 115 miliseconds
03/09/2026 08:49:36:964 [Info ]: User was logged out of Gateway hulu.com.
03/09/2026 08:49:37:098 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:39:780 [Info ]: GlobalProtect service started (client version: 6.1.11-752, OS version: Apple iOS 26.3.1).
03/09/2026 08:49:40:110 [Info ]: Started the Portal pre-login
03/09/2026 08:49:40:110 [Info ]: CPanMSService::PreloginPortal CheckServerCert return 0x2000
03/09/2026 08:49:40:531 [Info ]: Portal pre-login result received
03/09/2026 08:49:40:532 [Info ]: Portal Login starts
03/09/2026 08:49:40:533 [Info ]: File is successfully decrypted. File: /private/var/mobile/Containers/Shared/AppGroup/925B283A-B233-4012-B92A-D34EC98FB52D/PanPUAC_32ad58c5fb4574d96e447fb79e7df373.dat
03/09/2026 08:49:40:534 [Info ]: Unserialized empty cookie for portal hulu.com and user user18
03/09/2026 08:49:40:534 [Info ]: Unserialized empty cookie for portal hulu.com and pre-logon user.
03/09/2026 08:49:40:534 [Info ]: Logging into portal
03/09/2026 08:49:40:600 [Info ]: portal status is Connected.
03/09/2026 08:49:40:603 [Info ]: Connect method is On-Demand
03/09/2026 08:49:40:604 [Info ]: Serialize empty cookie for portal hulu.com and pre-logon user
03/09/2026 08:49:40:605 [Info ]: Portal login completed with address hulu.com and conect method of on-demand.
03/09/2026 08:49:40:605 [Info ]: prelogon status is 0
03/09/2026 08:49:40:605 [Info ]: Network discovery started.
03/09/2026 09:09:35:808 [Info ]: GlobalProtect service started (client version: 6.1.11-752, OS version: Apple iOS 26.3.1).
03-12-2026 10:06 AM
Hi @klec_he ,
Can you monitor the system logs while you attempt to login as well and share the relevant gp logs you see there?
03-18-2026 06:37 PM
thanks,
03-23-2026 02:53 AM - edited 03-23-2026 02:54 AM
Hi @klec_he ,
From the logs, I can see that the Globalprotect process gets restarted soon after (check the highlighted timestamps) the connection to the GW (gateway) is established.
03/09/2026 08:48:58:605 [Info ]: Tunnel is created with the gateway hulu.com
03/09/2026 08:48:58:605 [Info ]: SSL tunnel creation finished with Gateway hulu.com.
03/09/2026 08:48:58:605 [Info ]: Gateway selection(Priority-TCP-SSL-Weight): VPNGW-Internet(1-14-42-20), VPNGW2-internet(1-14-44-45), VPNGW-INTERNETCN(1-13-50-120).
03/09/2026 08:48:58:694 [Info ]: Completed HIP Report check with Gateway hulu.com.
03/09/2026 08:48:58:785 [Info ]: HIP Report submitted to the Gateway hulu.com.
03/09/2026 08:49:05:686 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:05:799 [Info ]: Tunnel is down due to disconnection.
03/09/2026 08:49:05:799 [Info ]: Tunnel downtime is 1511 miliseconds
03/09/2026 08:49:06:724 [Info ]: User disconnecting tunnel starts
03/09/2026 08:49:07:250 [Info ]: User was logged out of Gateway hulu.com.
Are these logs exactly as in the logs (Apart from the gateways' name changes) or you have omitted some of them?
Does the issue occur only on the iPhones or is it observed on the Android phones as well? Are these personla phones or corporate phones?
As the process gets restared, it could be becasue of another software installed on the phone. Do you have any thoughts of any software on the phones which could kill the Globalprotect process, for example, any Anti-virus software?
Regards,
Arnesh
03-23-2026 05:53 PM
Hello,
These logs are the original raw logs; only the usernames and gateway names have been modified for security purposes.
Currently, this issue has been observed exclusively on personally owned iPhones. Multiple users with different iPhone devices are experiencing the same problem. Since each user's device environment varies, we have largely ruled out the possibility that third-party security software (such as antivirus apps) installed on the phones is interfering with the normal connection of GlobalProtect version 6.1.11-752.
Please note that our company does not issue corporate phones to employees. Additionally, this fault has not been observed on Android devices, and we have also ruled out issues related to the personal mobile networks themselves.
03-30-2026 01:43 AM
Hi @klec_he ,
In this case, I would review the Traffic logs & Globalprotect logs from the firewall to understand if there are any blocks. Or else, I would open a case with TAC to have this investigated,
Regards,
Arnesh
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