Issue - Global Protect 6.3.1 does not work with Microsoft surface pro 11th edition

[KadiriJunaid]

Hello Everyone,

I wanted to bring to your attention that there seems to be a compatibility issue with Global Protect 6.3.1 on the Microsoft Surface Pro 11th edition. The software does not appear to work properly on this device.

The error message I receive:

Could not connect to the GlobalProtect service.

[JayGolf]

Hi @KadiriJunaid ,

Which OS are you running on your Surface Pro 11? 6.3 should support Windows 11. 

How do you get the error? Do you sign into the portal, get prompted for auth, enter auth and then receive that error? I would check logs on the firewall to see if you can see the surface client logs as well as GP logs. 

[KadiriJunaid]

Which OS are you running on your Surface Pro 11? 6.3 should support Windows 11.  

Junaid: Windows 11 24h2 Enterprise 

How do you get the error? Do you sign into the portal, get prompted for auth, enter auth and then receive that error? I would check logs on the firewall to see if you can see the surface client logs as well as GP logs. 
Junaid: The application is installed successfully, but I get an error while trying to connect (screenshot attached). The service is not available under the services, and if I try to repair the application, I get the error message that the installation has failed. 

[GerardGonzales · Accepted solution]

Hi @KadiriJunaid ,

Windows Surface Pros run ARM based cpus unlike regular laptops/desktops. You'll need to use the GP ARM installer on the surface pro. I attached a screenshot below for the installer name.