mac users gp authentication issue

[Poojadesai]

Hello Team,

All of the mac users are getting authentication issue errors on their screen and unable to enter the credentials. The pop window is blank.

Kindly find the gp logs below:

P41029-T12039 Oct 11 13:52:35:203760 Debug(2142): ----portal processing starts----
P41029-T12039 Oct 11 13:52:35:203764 Debug(2164): User profile type is 0(not roaming)
P41029-T12039 Oct 11 13:52:35:206772 Debug(2185): pg, source = 0, old source is 0
P41029-T12039 Oct 11 13:52:35:206785 Debug(2207): pg, preferred gateway not set in message, old prefergateway=:)
P41029-T12039 Oct 11 13:52:35:206789 Debug(2264): CheckUpdate is false.
)P41029-T12039 Oct 11 13:52:35:206793 Debug(2279): portal-certificate-verification is yes
P41029-T12039 Oct 11 13:52:35:206800 Debug(2303): gets saml user name SAMLUser.
P41029-T12039 Oct 11 13:52:35:206806 Debug(2315): saml-load-cache exists with value 2
P41029-T12039 Oct 11 13:52:35:206810 Debug(2327): saml-auth-error is Failed to connect to authentication server. Retry after some time or contact your IT help desk to resolve the issue.
P41029-T12039 Oct 11 13:52:35:206814 Debug(2355): allow-cached-portal is yes
P41029-T12039 Oct 11 13:52:35:206818 Debug(2399): NewWinUser is 842868, WinUser is , PreviousSwitchOffMsg is false
P41029-T12039 Oct 11 13:52:35:206821 Debug(2400): GetPrelogonStatus() 0, m_userName ___empty_username___, m_preUsername SAMLUser
P41029-T12039 Oct 11 13:52:35:206825 Debug(3154): Grace period is 0
P41029-T12039 Oct 11 13:52:35:206828 Debug(6406): StopThreads starts:
P41029-T12039 Oct 11 13:52:35:206831 Debug(6413): There are 5 threads running...
P41029-T15663 Oct 11 13:52:35:206865 Debug(5155): NetworkDiscoverThread: got exit event.
P41029-T17623 Oct 11 13:52:35:206879 Debug(6177): NetworkConnectionMonitorThread: got exit event.
P41029-T15663 Oct 11 13:52:35:206903 Debug(5606): NetworkDiscoverThread: quits.
P41029-T40515 Oct 11 13:52:35:206926 Info (1447): Read route socket returns -1
P41029-T40739 Oct 11 13:52:35:206973 Debug(4906): CaptivePortalDetectionThread: got exit event.
P41029-T40515 Oct 11 13:52:35:206984 Debug(1513): RouteReadThread exited.
P41029-T12039 Oct 11 13:52:35:207014 Debug(1384): Logging out gateway, reason is StopThreads
P41029-T12039 Oct 11 13:52:35:207036 Debug(1423): Logging out gateway over
P41029-T12039 Oct 11 13:52:35:207043 Debug(6423): Going to wait all threads exit...
P41029-T17255 Oct 11 13:52:35:207055 Debug(5739): HipReportThread: got exit event.
P41029-T17255 Oct 11 13:52:35:207077 Debug(6038): HipReportThread: HipReportThread quits.
P41029-T40739 Oct 11 13:52:35:207086 Debug(5070): CaptivePortalDetectionThread: captive portal detection thread exit status is (successful).
P41029-T18259 Oct 11 13:52:35:207120 Debug(4705): NotificationTimerThread: got exit event.
P41029-T17623 Oct 11 13:52:35:382063 Info (1485): Stopped route read thread
P41029-T17623 Oct 11 13:52:35:382102 Debug(6192): NetworkConnectionMonitorThread: quits.
P41029-T12039 Oct 11 13:52:35:555581 Debug(6427): threads are gracefully stopped, counter=598.
P41029-T12039 Oct 11 13:52:35:555593 Debug(6440): Double check all threads.
P41029-T12039 Oct 11 13:52:35:555596 Debug(6486): To reset thread quit event.
P41029-T13155 Oct 11 13:52:35:555614 Debug( 207): Got thread quit event.
P41029-T13155 Oct 11 13:52:35:555627 Debug( 763): HipMonitorThread quits.
P41029-T24239 Oct 11 13:52:35:555636 Debug( 242): HipCheckThread: got thread exit event.
P41029-T24239 Oct 11 13:52:35:555644 Debug( 287): HipCheckThread: Hip check thread quits.
P41029-T17667 Oct 11 13:52:35:555652 Debug( 435): HipMissingPatchThread: got thread exit event.
P41029-T17667 Oct 11 13:52:35:555660 Debug( 533): HipMissingPatchThread: Hip check missiing patch thread quits.
P41029-T12039 Oct 11 13:52:35:555670 Debug( 132): All hip collect threads quit gracefully.
P41029-T12039 Oct 11 13:52:35:555677 Debug(6496): StopThreads ends.
P41029-T12039 Oct 11 13:52:35:555681 Debug(6370): StartThreads starts:
P41029-T17671 Oct 11 13:52:35:555735 Debug(4548): NotificationTimerThread: notification timer thread starts.
P41029-T17671 Oct 11 13:52:35:555744 Debug(4698): NotificationTimerThread: wait (-1 ms) for notification timer event.
P41029-T24243 Oct 11 13:52:35:555748 Debug(4744): CaptivePortalDetectionThread: captive portal detection thread starts.
P41029-T24243 Oct 11 13:52:35:555767 Debug(4903): CaptivePortalDetectionThread: wait (-1 ms) for captive portal detection event.
P41029-T40743 Oct 11 13:52:35:555778 Debug( 167): Start HipCheckThread
P41029-T17259 Oct 11 13:52:35:555790 Debug( 176): Start HipMissingPatchThread
P41029-T17259 Oct 11 13:52:35:555805 Debug( 409): HipMissingPatchThread started...
P41029-T18263 Oct 11 13:52:35:555820 Debug(6046): NetworkConnectionMonitorThread: network connection monitor thread starts.
P41029-T40743 Oct 11 13:52:35:555846 Debug( 210): HipCheckThread started...
P41029-T40743 Oct 11 13:52:35:555852 Debug( 216): HipCheckThread: wait for hip check event for 3600000 ms);
P41029-T40519 Oct 11 13:52:35:555859 Debug( 186): Start HipMonitorThread
P41029-T40519 Oct 11 13:52:35:555878 Info ( 759): HipMonitorThread starts
P41029-T17627 Oct 11 13:52:35:555891 Debug(5698): HipReportThread: HipReportThread starts up.
P41029-T17627 Oct 11 13:52:35:555903 Debug(5731): HipReportThread: wait for HIP report ready event.
P41029-T13159 Oct 11 13:52:35:555912 Debug(5080): NetworkDiscoverThread: network discover thread starts.
P41029-T13159 Oct 11 13:52:35:555922 Debug(5145): NetworkDiscoverThread: wait for network discover event.
P41029-T15667 Oct 11 13:52:35:555927 Debug(1499): RouteReadThread entered.
P41029-T12039 Oct 11 13:52:35:557618 Debug(2499): Skip parsing user because saml user name is not empty
P41029-T12039 Oct 11 13:52:35:557628 Debug(10142): Saved password is empty.
P41029-T12039 Oct 11 13:52:35:557631 Debug(2576): Portal gateway.mirabeau.nl, user SAMLUser, logonDomain , saved user SAMLUser, path /Users/842868/Library/Application Support/PaloAltoNetworks/GlobalProtect/
P41029-T12039 Oct 11 13:52:35:557634 Debug(2642): use proxy is 1
P41029-T12039 Oct 11 13:52:35:557637 Debug(1486): SSO GetSsoCredential starts.
P41029-T12039 Oct 11 13:52:35:558252 Debug(10159): SSO password is empty
P41029-T12039 Oct 11 13:52:35:558257 Debug(2838): m_preUsername ___empty_username___
P41029-T12039 Oct 11 13:52:35:558260 Debug(10119): Password is empty.
P41029-T12039 Oct 11 13:52:35:558270 Debug(2859): CheckCachedPortalForPrelogon 0, PrelogonNeedTimeout 0, RenameTimeout -1, userName SAMLUser, preUsername ___empty_username___
P41029-T12039 Oct 11 13:52:35:558274 Debug(3021): Use ssl tunnel is no
P41029-T12039 Oct 11 13:52:35:558276 Debug(3031): bCheckCachedPortalForPrelogon: 0, m_bOnDemand: 0
P41029-T12039 Oct 11 13:52:35:558279 Debug(6529): --Set state to Retrieving configuration...
P41029-T12039 Oct 11 13:52:35:558327 Debug(1964): unknown network type.
P41029-T12039 Oct 11 13:52:35:558330 Debug(1033): Display hip report V4 on the UI
P41029-T12039 Oct 11 13:52:35:662329 Debug(12617): Portal's ipv4 address 82.204.68.138
P41029-T12039 Oct 11 13:52:35:662335 Debug(7592): SSO enable status is 0, user name is SAMLUser, domain name is .
P41029-T12039 Oct 11 13:52:35:662599 Debug(7831): Try to restore last portal config from file.
P41029-T12039 Oct 11 13:52:35:662642 Debug( 567): pan_read_text_from_file(): File does not exist. File: /Users/842868/Library/Application Support/PaloAltoNetworks/GlobalProtect/PanPortalCfg_6a6834359ad2f818155e2386bfe47c94.dat
P41029-T12039 Oct 11 13:52:35:662646 Debug(7874): cannot restore last portal config from file /Users/842868/Library/Application Support/PaloAltoNetworks/GlobalProtect/PanPortalCfg_6a6834359ad2f818155e2386bfe47c94.dat.
P41029-T12039 Oct 11 13:52:35:662648 Debug(7660): Saml load cache failed. Value 2.
P41029-T12039 Oct 11 13:52:35:662651 Debug(6529): --Set state to Disconnected
P41029-T12039 Oct 11 13:52:35:662677 Debug(1964): unknown network type.
P41029-T12039 Oct 11 13:52:35:662680 Debug(1033): Display hip report V4 on the UI
P41029-T12039 Oct 11 13:52:35:663097 Debug(7065): Send portal because there is saml auth error Failed to connect to authentication serve Retry after some time or contact your IT help desk to resolve the issue..<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
P41029-T12039 Oct 11 13:52:35:663466 Debug(1511): Send response to client for request portal
P41029-T40519 Oct 11 13:53:05:631726 Debug( 210): WAIT_TIMEOUT

Kindly suggest on priority

[JonathanFonner]

Any resolution to this? Getting a similar issue