Requesting Help with GlobalProtect

This article explains how to request assistance with the GlobalProtect VPN.

Troubleshooting

Please review the following before submitting a help request:

If you cannot log into the GlobalProtect web portal, please try accessing it with a different browser.
If you cannot install the GlobalProtect client, make sure that the GlobalProtect installer is saved to your device (not to DropBox, OneDrive, etc.) and that you are opening the installer with your device's file browser (i.e. Explorer, Finder, etc.), not from Teams or the web browser downloads manager.
If you are unable to connect to GlobalProtect, make sure that the gateway address “gateway.colostate.edu” is spelled correctly.
If you are unable to authenticate with Duo, check that there is not an ongoing Duo outage.
If you are having trouble connecting to GlobalProtect on your home network, please try using another network to connect.
- GlobalProtect is known to be incompatible with Xfinity public WiFi; you must connect to a different network instead.

If the above steps do not solve the problem, please search our knowledge base for possible solutions.

Support
If the problem is not covered by a knowledge base article, please answer the following questions when submitting a help request for assistance with GlobalProtect:

What is your NetID?
What is your device's operating system (OS) and version?
Are you able to log into gateway.colostate.edu or pueblogateway.colostate.edu in your web browser?
Are you able to log into other Duo-protected applications or services, such as Microsoft 365 or RAMweb?
If you need assistance with the GlobalProtect client:
- Where did you get the GlobalProtect installer?
- Which version of the GlobalProtect client are you using?
  - To check your GlobalProtect client version, open GlobalProtect and click the hamburger icon (three horizontal lines) in the upper right corner, then choose About from the dropdown menu.
- Are you using the GobalProtect command line interface?
When did you begin experiencing this issue?
What have you already tried?
- Did you try uninstalling and reinstalling GlobalProtect?
- Did you try rebooting your device?
Please generate and send us a GlobalProtect log bundle. If you do not provide a log bundle, we may not be able to help you.
- To generate the log bundle in Windows, macOS or Linux, open GlobalProtect, click the hamburger icon (three horizontal lines) in the upper right corner, then click Settings in the dropdown menu. In the GlobalProtect Settings dialog, go to the Troubleshooting tab and click the Collect Logs button.
- To generate a log bundle in iOS, iPadOS, Android or ChromeOS, tap the hamburger icon (three horizontal lines) in the upper left corner, then tap Help. In the Help menu, tap Troubleshoot, then enter an email address to which to send the log bundle.