- The users full name, NetID and the time the problem was seen.
- What VPN are they connecting to. (ie: uwmadison.vpn.wisc.edu)
- IP address shown in https://www.google.com/search?q=what+is+my+IP
- We'll also need the output from "Collect Logs". This can be gathered using the following steps.
- Right-click on the GlobalProtect VPN Client icon in the
system tray
- Click "Collect
Logs"
- Have the log sent to the ticket owner for review.
- What are you default log settings? (Please don't do the following before the above is complete,
it erases the existing logs and starts over)
- Right-click on the GlobalProtect VPN Client icon in the
system tray
- Click "Show Panel"
- Click the "Troubleshooting" tab
- Click "Logs" radio button
- What is the Debug Level set to on the right-side for both of
the log types "PanGP Service" and "PanGP Agent"?
- Please send this to the ticket owner.
- (Not always needed) Open up the GlobalProtect folder on your machine, IE: C:\Program Files\Palo Alto Networks\GlobalProtect
- Send the following files to the ticket owner, if they exist:
- "PanGPS.log.old"
- "PanGPA.log.old"
- "PanGPUninstaller.log"
- "PanGpHip.log.old"