Troubleshooting: GlobalProtect VPN login issues

Summary

If the login screen doesn't function here are steps to resolve these issues.

Body

GlobalProtect, Carleton's VPN, opens a window that asks you to log in with your Carleton username and password and then authenticate using Duo 2-factor authentication. If this window is blank or if it shows script errors, here are the things to try.

Troubleshooting "Stale Request"

If you get an error message that you have a stale request when you try to log in, try the steps on this Knowledge Base article: GlobalProtect VPN: Troubleshooting "Stale Request" at login (link opens in a new tab)

Troubleshooting Steps for Login Screen Errors

If you see an error page listing error messages, try these troubleshooting steps in order. Some may not be available to you, so you can skip those. Test your connection after each step.

  1. Clear your the browser cache for the browser that GlobalProtect uses on your type of device
    1. Windows: Here are instructions for Microsoft Edge (link opens in a new tab)
    2. macOS: Here are instructions for Safari for macOS (link opens in a new tab)
    3. iOS: Here are instructions for Safari on iOS (link opens in a new tab)
    4. Android: Here are instructions for Chrome on Android devices (link opens in a new tab)
  2. screenshot of globalprotectRefresh the GlobalProtect Connection (if this is an option)
    1. Click on the GlobalProtect icon in the taskbar or system tray of your computer (near the computer clock)
    2. Click on the Menu icon
    3. Select Refresh Connection
  3. Sign out and then sign back in again
    1. Click on the GlobalProtect icon in your taskbar or system tray
    2. Click on the Menu icon
    3. Select Settings
    4. Click Sign Out
    5. Close the window
    6. Back at the GlobalProtect icon, click Connect
  4. Remove the Gateway and then re-add it
    1. Click on the GlobalProtect icon in your taskbar or system tray
    2. Click on the Menu icon
    3. Select Settings
    4. Click on the listing for the gateway.carleton.edu portal
    5. Click on the minus button to delete the portal
    6. Click on the plus button to add a portal
    7. enter gateway.carleton.edu
    8. Back at the GlobalProtect icon, click Connect
  5. Uninstall GlobalProtect (link opens in a new tab) and then Reinstall GlobalProtect (link opens in a new tab)

Blank Windows

GlobalProtect uses cookies and javascript to manage its login screen, and it uses specific browser settings on various devices to do this.

Details

Details

Article ID: 138492
Created
Thu 10/7/21 11:58 AM
Modified
Sat 2/3/24 2:06 PM