Information to Gather

1. Full name
2. NetID
3. Time the problem was seen.
4. What VPN are they connecting to. (ie: uwmadison.vpn.wisc.edu)
5. IP address
   • Shown in Google Search: "What Is My IP". You may need to scroll down to find it.

6. Output from Collect Logs

   1. Right-click on the GlobalProtect VPN Client icon in the system tray

      

   2. Click the hamburger button in the top right of the GlobalProtect window

      

   3. Click Settings
   4. In the Troubleshooting tab, click the Collect Logs button

      

   5. Select where you want the logs to be stored in your File Explorer and click Select Folder
   6. The logs will be downloaded to your computer in a GlobalProtectLogs.zip file.
   7.  Attach that file to the open ticket or email to send the logs to the Help Desk agent. Alternatively, upload the file to a cloud provider (Google Drive/OneDrive/Box), and email the link to the file to the Help Desk agent.

Important: Please don't do the following before the above is complete. It erases the existing logs and starts over.

7. Default Log Settings (either PanGP Service or PanGP Agent) 

   1. Right-click on the GlobalProtect VPN Client icon in the system tray

      

   2. Click the hamburger button in the top right of the menu

      

   3. Click Settings
   4. In the Troubleshooting tab, click Advanced
      

      

   5. Check if the Debug Level is set to "PanGP Service" or "PanGP Agent"
   6. Please send this to the ticket owner.

8. (Not Always Needed) PanGP Files

   1. Open up the GlobalProtect folder on your machine, IE: C:\Program Files\Palo Alto Networks\GlobalProtect

   2. Send the following files to the ticket owner, if they exist:

      1. "PanGPS.log.old"

      2. "PanGPA.log.old"

      3. "PanGPUninstaller.log"

      4. "PanGpHip.log.old"