We have a user who cannot connect to VPN. When trying to uninstall the app we get the message that another account on the computer uses it and are prevented from uninstalling. No one else is logged into the machine. I tried disabling it and enabling it , logging out username , deleting and adding back the VPN portal address. Made sure she could connect online at to our vpn download site. Downloaded new instance of Global protect at least 5 times and each time it would not repair. When trying to remove it it was saying can't remove it because another account may be using it, when I attempted to repair it ,it stated that the repair stopped even before it really started.
Safe mode as @OtakarKlier mentioned would be what I would do, but it could be harder to walk a user through assuming that you don't have direct access to the machine. I'd also verify that the user is operating on a fresh restart and that you aren't showing any other disconnected users via Task Manager.
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!