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Make sure your Global Protect deployment is set for always-on. To obtain User-ID through GlobalProtect in an internal network, GlobalProtect must be deployed in user-logon or pre-logon mode and with internal gateways. GlobalProtect keeps the User-ID up to date by automatically re-authenticating the user every time there is a network status change on the endpoint.
https://docs.paloaltonetworks.com/best-practices/10-1/user-id-best-practices/user-id-best-practices/user-id-best-practices-for-globalprotect
https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Cm2uCAC
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