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Quick Links: | Initial Setup | Enabling and Disabling VPN | Check Status | Known Issues | Troubleshooting | Log Collection |
Initial Setup
After installing Global Protect, macOS users may have to specify the server before connecting to the VPN.
Once GlobalProtect is launched, the client will prompt you to input the portal address.
Type: ao-vpn.csuchico.edu and click "Connect"
You will then be prompted to sign in using your credentials.
Once signed in, GlobalProtect will connect and stay connected.
Enabling and Disabling VPN
Disable:
1. To disable the client connection, find the small Global Protect globe-shaped icon in the system tray (top of the screen, to the left of the clock) and click it to select.
2. Select the gear icon in the upper right corner.
3. Select "Disable" from the list.
4. You should now be disconnected from the VPN.
Enable:
1. To enable the client connection, find the small Global Protect globe-shaped icon in the system tray (top of the screen, to the left of the clock) and click it to select.
2. Select "Enable" at the bottom of the new window.
3. Allow the system a moment to establish a connection.
4. You should now be connected to the VPN.
Check Status
1. Find the small Global Protect globe-shaped icon in the system tray (top of the screen, to the left of 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 setup 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 Menu Bar.
2. Click the gear icon on the upper left and then select "Settings".
3. In the GlobalProtect settings menu, select the "Troubleshooting" tab and then click "Collect logs".
4. Once the logs have been collected, they will be saved in a ZIP archive called "GlobalProtectLogs.tgz" to easily find this file, select the "Open Folder" button.
5. 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 (530) 898-4357.