Global Protect (VPN)

 

Global Protect is our VPN software that routes through our Palo Alto Firewalls. This software is used to allow Colleagues working outside of the building to access internal resources like the Shared Drives and the Printers. Global Protect should auto-install for all computer deployments but can manually be installed when necessary.

Step 1: Basics

  • On Windows machines:
    1. Expand the up carat in the taskbar
    2. Select the greyed-out Globe icon.

 

  • On a Macbook:
    1. Select the greyed-out Globe icon on the top taskbar

 

  • The URL should be pre-populated with vpn.drphillipscenter.biz
    1. Users can click “Connect” to initiate a sign in.
    2. Colleagues will need to have setup DUO Mobile in order to complete the sign-in.

Step 2: Troubleshooting

  • You may see a variety of issues pertaining to the VPN. Most issues can be resolved by ending the current session and starting a new session or uninstalling and reinstalling the software.

 

  • Open the software from the taskbar, select the hamburger menu and select “Refresh Connection”.

 

  1. If that doesn’t work, try “Disconnecting” and having the Colleague step through sign the sign in process.

 

  • Double check the URL is correct by selecting “Settings”
    1. vpn.drphillipscenter.biz
    2. You can also modify the URL once disconnected.

 

  • To uninstall Global Protect:
    1. On Windows use Control Panel, Programs and Features to uninstall.
    2. On Macbook, open Finder, Applications, right click on Global Protect and “Send to Trash”.
  • To reinstall:
    1. Use a browser to navigate to vpn.drphillipscenter.biz
    2. Use your Admin creds to install
    3. Have the Colleague step through the sign-in process.

 

  • Check the DUO Mobile Admin panel and see if sign-in attempts actually get logged.
    1. If yes, and a “Granted” status try reinstalling Global Protect.
    2. If yes, and a “Denied” status, check and see if the users password has expired and or if their AD account is locked out.
    3. If no, that means authentication attempts aren’t reaching DUO.
      • Try reinstalling Global Protect
      • Try resetting DUO Mobile for the Colleague.

 

  1. **Hotels, Airports and other “Public” WiFi networks may block VPN traffic!**
    • Ask the Colleague if they’re at home or travelling.
      • If travelling, inform them the traffic might be blocked and move to Escalation.

Step 3: Escalation

  • IF you need further assistance, escalate to your Senior IT Analyst or IT Helpdesk Manager.

Questions?

 

Author: JW Madonna

Email: j[email protected]

Phone: 407-803-5005 x5005