This document covers troubleshooting an error with the GlobalProtect client for Windows.

Symptoms

Use this article if the GlobalProtect client produces the error "The network connection is unreachable or the gateway is unresponsive. Check the network connection and reconnect" after you authenticate with Duo.

Resolution

1. Delete the file starting with "PUAC" from the directory C:\Users\%USERNAME%\AppData\Local\Palo Alto Networks\GlobalProtect. 
2. Attempt to connect to the GlobalProtect client.
3. If this does not resolve the issue, delete all DAT files from the directory C:\Program Files\Palo Alto Networks.

After performing these steps, the GlobalProtect client may begin to show the error "The virtual adapter was not set up correctly due to a delay. GlobalProtect will try again soon." Please refer to these instructions if so.

Support

If you require assistance with GlobalProtect, please submit a help request.