07-28-2025 12:01 PM
User on Windows 11 computer is getting "Tunnel is down due to keep-alive timeout", internet is still connected for the user, and this happens very frequently for the user, no other users are reporting similar issues, anyone come across this before and resolve? User connects via wif-fi on home network.
PanOS version 10.2.13 HF5
GlobalProtect Agent version 6.2.8
08-01-2025 11:42 AM
I changed the user to a different GlobalProtect config with a lower MTU from the default 1400 to 1260 and that appears to have resolved the issue.
07-28-2025 10:05 PM
Hi @LeifAlire ,
The keep-alive timeout being exceeded can mean a number of things like network connectivity of the client, high cpu from the client side, or a device in between that's dropping the connection (perhaps within the ISP or home router). Its almost like troubleshooting intermittent network connectivity issues and the best way to get to the root of it is to run a packet capture. Id recommend starting out with this helpful KB: How to troubleshoot when Global Protect gateway tunnel gets disconnected due to "keep-alive timeout...
Let us know what you find in the packet captures and if you would like a second-eye!
08-01-2025 11:42 AM
I changed the user to a different GlobalProtect config with a lower MTU from the default 1400 to 1260 and that appears to have resolved the issue.
Click Accept as Solution to acknowledge that the answer to your question has been provided.
The button appears next to the replies on topics you’ve started. The member who gave the solution and all future visitors to this topic will appreciate it!
These simple actions take just seconds of your time, but go a long way in showing appreciation for community members and the LIVEcommunity as a whole!
The LIVEcommunity thanks you for your participation!
