Issue Logging into VPN After Authentication Method Change

Hello,

Are you having trouble connecting to the VPN? You are not alone. As part of the “Goodbye Duo” campaign, we have updated the method of authentication for the Global Protect VPN. Your VPN may be stuck trying to authenticate the old way. The symptom of this is the VPN sitting there cycling on connecting and never actually connecting. If you are having this issue, please follow the steps below. If you are having trouble following the steps, check out the video linked below where I show you how I do it for my own VPN.

1) Open the Global Protect window by clicking on the globe icon in your system tray (by the time/date)

2) Click on the “hamburger” menu on the top right of the Global Protect window. The “hamburger” icon is the one with 3 horizontal lines stacked, like a hamburger.

3) Click on Settings

4) The settings window should pop up on your screen now and automatically have you on the "General" tab. On the top of the General tab, you should see an Account box. Click the "Sign Out" button in that box.

5) You should get another pop up asking you if you are sure you want to delete the stored credentials for Global Protect. Click OK on this box.

6) That will close your settings window. Now, re-open the Global Protect window.

7) Try signing in again. You should be logged in without having to do anything else.

Video:  FixingVPNIssueAfterAuthenticationMethodChange.mp4

If you continue to have issues after following the steps below and watching the video, please restart your computer. If you continue to have issues after that, please reach out to the help desk via a ticket or chat. (The chat option is on the bottom right corner of the website)

Have a great day!