WiscVPN GlobalProtect (Android) - Troubleshooting
This document describes some troubleshooting steps for Palo Alto GlobalProtect users on Android.
Basic Troubleshooting
- Make sure you are using the WiscVPN portal address: uwmadison.vpn.wisc.edu
- Make sure you are using your NetID (do not include @wisc.edu) and NetID password to sign in.
- Follow instructions to uninstall and reinstall GlobalProtect at WiscVPN GlobalProtect (Android) - Installing, Connecting, and Uninstalling
App is stuck on "Discovering Networks" when trying to connect
Possible Troubleshooting Options
- Remove yourself as a user and sing in again. See instructions below.
- Uninstall and reinstall the application. Detailed instructions can be found here: WiscVPN GlobalProtect (Android) - Installing, Connecting, and Uninstalling
- While the connection is loading, lock your screen and unlock it
Remove yourself as a user and sign in again
- Open the GlobalProtect App.
- Tap the three horizontal lines in the top-left corner.
- At the bottom of the screen, tap Sign Out.
- Tap Continue in the prompt.
- Tap the gray shield icon.
- Attempt the to connect to WiscVPN again following these instructions: WiscVPN GlobalProtect (Android) - Connecting and Disconnecting
Check for other VPN profiles
- Open the Settings app on your device.
- Open the Connections tab.
- Scroll down and tap More connection settings.
- Tap VPN.
- On this page, check if anything other than GlobalProtect appears. If so, tap the gear icon next to the VPN.
- Select Delete VPN profile.
- Tap Delete to confirm.
- GlobalProtect should be the only VPN profile left. If you do not see GlobalProtect on this page, follow these instructions to uninstall and reinstall: WiscVPN GlobalProtect (Android) - Installing, Connecting, and Uninstalling
Specific Error Messages
- For specific error messages, look up the error in the Palo Alto support portal: PaloAlto Support