GlobalProtect requires a reinstall to use - doesn't open browser SSO windows

[asaltzberg]

Hi all,

I'm assisting an individual in our organization on a Windows laptop. They are unable to connect to GlobalProtect unless they reinstall the app. The second time they try to log in, the app crashes when it tries to load the SSO window/browser. Any ideas? We've installed the app with the DEFAULTBROWSER=YES flag enabled.

Thanks.

[JayGolf]

Hi @asaltzberg ,

Can you expand more on the initial failure to login to GP? What type of error are you seeing from the client and what do the relevant system logs on the firewall show? 

Also, which browser do you have set as default? I would try setting a different browser as default to see if it yields different results. 

[asaltzberg]

The client is not seeing any error -- the App closes, then restarts.

We've tried changing the default browser -- a browser window does not open, and GlobalProtect does not try to use an embedded browser.

The GlobalProtect logs indicate that it's failing to find a single sign-on connection, and then the app restarts. I'm not seeing a numbered error message.  I'm not sure where to look up the firewall logs, on the app or on the device?

[asaltzberg]

I worked with the user today--

After uninstalling the app--

• Removed registry settings for GlobalProtect
• Removed the GlobalProtect folder in AppData\Local
• Removed the GlobalProtect folder in Program Files

After doing that, we reinstalled GlobalProtect with msiexec.exe /i GlobalProtect64.msi DEFAULTBROWSER=YES

I've checked the registry settings, and the default-browser flag is active there.

From the logs, it's saying the default browser is turned on... but the first time through, it went through "Embedded web browser". After that, it just keeps crashing and re-opening.

[asaltzberg]

We tried uninstalling the app, then removing the registery files (from /Software/.../Palo Alto Networks), deleting the Program Files folder, and deleting the %appadata%\local folder.

Then we did a reinstall with the DEFAULTBROWSER="YES" flag (earlier we had used DEFAULTBROWSER=YES).

I compared the registry to a working computer and tried to copy any missing keys.

Nothing worked. On the first time, it went through an embedded browser script. After that, the VPN connection attempts resulted in the app crashing and restarting.

[JayGolf]

Hi @asaltzberg ,

I would try testing with disabling "Use Default Browser" in the GlobalProtect settings to force embedded browser authentication to see if auth becomes available. 
As far as logs, head over to Monitor -> System. Reach out to the user while you have the system logs up and monitor closely as he attempts to connect.

It seems the client has some some one-off settings that are messing with the connection. Does the client have the ability to test the connection from another device? I'd run through any host-based/anti-virus settings configured on this host.