Quick Links: | Initial Sign On | Reconnecting | Enabling and Disabling VPN | Check Status | Known Issues | Troubleshooting | Log Collection |
Initial Sign On
After installation or on the first start, GlobalProtect will prompt you to sign in for the first time. These are your Chico State credentials (username & password).
You will be prompted with the Microsoft 2 Factor Authentication login, the same one you see when accessing campus email via the web. This uses your full campus email address (jqdoe@csuchico.edu) and password.
GlobalProtect will stay connected and attempt to reconnect after initial sign in.
Reconnecting
Upon attempting automatic reconnect, the GlobalProtect client will open a browser window and either...
- Open a browser window and ask to "Open GlobalProtect"
- Open a browser window and prompt for 2 Factor Authentication (2FA) and then ask to "Open GlobalProtect"
The Microsoft 2FA prompt is the same one you see when accessing campus email via the web and uses your campus credentials (jqdoe@csuchico.edu) and password.
You can select "Always allow..." in the browser, however the "PaloAlto Networks" browser pages will launch each time regardless of previous selections. Please wait until the connection is established before closing the pages.
Enabling and Disabling VPN
Disable:
1. To disable the client connection, find the icon in the system tray (next to the clock) and click it to select.
2. Select the three horizontal lines in the upper right corner.
3. Select "Disable" from the list.
Enable:
1. To enable the client connection, find the icon in the system tray (next to the clock) and click it to select.
2. Select the blue "Enable" button at the bottom of the window.
3. You should now be connected to the network.
Check Status
Check Status:
1. Find the icon in the system tray (next to the clock) and click it to select.
2. The client status will be displayed below the earth icon (Connected - Internal, Connected - External, Disabled).
Known Issues
There are no known issues at this time.
Troubleshooting
All OS Versions:
Are you actually connected to the Internet?
- The AlwaysOn VPN does not provide an internet connection, it only provides a secure tunnel back to the campus network through your current connection. You must first connect to your network of choice before your system can establish that secure tunnel. Please contact the on-site tech support for your hotel, conference, etc. in order to get instructions on how to connect to their network.
Are you behind a "captive portal" for wifi registration? (Hotel, airplane, conference, etc)
- The AlwaysOn VPN component does not bypass these captive portals and depending on how the portal is set up you may see a "Cannot connect" message from the VPN after connecting. Open your browser and make sure that you are able to connect to the internet (csuchico.edu, google.com, etc), and make sure these pages load correctly.
My system says "Connection Failed - Gateway ao-vpn-gw: Could not connect to the GlobalProtect gateway. Please contact your IT administrator"
1. After ensuring you are connected to the internet, open your browser and visit https://ao-vpn.csuchico.edu.
a. If you cannot load this webpage, you may not have a reliable internet connection or you may be behind a captive portal. Please see previous troubleshooting items.
b. If you can load https://ao-vpn.csuchico.edu (sign-in is NOT required) and the AlwaysON VPN will not connect, you may need to contact ITSS directly for additional troubleshooting.
Log Collection
1. Find the GlobalProtect icon in the system tray (next to the clock) and click it to select.
2. Select the three horizontal lines in the upper right corner.
3. From the dropdown menu, select "Settings".
4. In the GlobalProtect Settings menu, please select the "Troubleshooting" tab at the top, and then "Collect Logs".
5. Once the logs have been collected, they will be saved in a ZIP archive called "GlobalProtectLogs.zip" to easily find this file, select the "Open Folder" button.
6. This will open the location where the logs have been saved. You can copy this zip file to somewhere else for more convenient access as the ITSS staff will most likely need this file to continue troubleshooting.
Feedback
Please do not leave the comment section blank! Provide constructive feedback to make this page better. Further inquiries can be forwarded to ITSS in Meriam Library 142, or via phone at 898-4357.