If you are unable to connect to the VPN using the GlobalProtect client, you can try the following steps:
- Restart your computer and attempt to connect again
- Uninstall the Palo Alto GlobalProtect client, restart your computer, then reinstall the client (visit https://uavpn.albany.edu to download the latest version of the client)
If these steps do not help, contact the ITS service desk and see below on how to collect GlobalProtect log information.
Collecting Log Information
If you are unable to connect to the VPN using the GlobalProtect client after completing the troubleshooting steps above, you will be asked to send the GlobalProtect log files to ITS for further troubleshooting. Please follow Palo Alto's instructions at https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClaLCAS to collect and package logs from Windows, macOS, Android, or iOS clients.
Known issues and resolutions
Error code: There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.
Resolution: Install patch for Microsoft Visual C++ software https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000PLmOCAW