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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 clientssee Palo Alto GlobalProtect VPN Troubleshooting.

Services Requiring VPN Connection

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