How to resolve GlobalProtect (VPN) connection issues

Overview

Instructions for resolving the issue where GlobalProtect VPN gets stuck in the "connecting" phase, doesn't respond at all, or sometimes throws the error "network connection is unreachable or gateway is unresponsive."

Issue

There are several potential issues that could cause the GlobalProtect VPN to get stuck in the "connecting" phase, not respond at all, or throw the error "network connection is unreachable or gateway is unresponsive."

1. Changes needed to default settings
2. Duo multi-factor authentication challenges
3. Poor network connection
4. Attempting to connect to the VPN while already connected to the campus network

Resolution

For cause: changes needed to default settings

LITS recommends setting your default browser and mail handler to Google Chrome. 

• Change default web browser and email handler in macOS
• Change default web browser in Windows
• Change default email handler in Windows
  • In your Start menu, search for Default Apps
  • In the Email section of the Default Apps settings page, select Chrome

For cause: challenges with Duo multi-factor authentication

Because the MHC VPN is secured by Duo multi-factor authentication, you can experience challenges attempting to connect to the VPN if you can't complete Duo verification. For support with this, please open an MHC Account access support ticket with the LITS Technology Help Desk. 

For cause: poor off campus network connection

Double check your network connection and make sure you're properly connected to the internet with a strong connection. Review this article for guidance on increasing internet speeds at home.

For cause: attempting to connect to the VPN from on campus

It is expected that you would receive the error "network connection is unreachable or gateway is unresponsive" if you try to connect to the VPN while you're already on the campus network. Because the VPN allows you to emulate being connected to the campus network, there is no utility to connecting to the VPN if you're already on the campus network directly.

Still need help?

If these steps do not resolve the issue, restart your computer. If restarting hasn't resolved the issue, the next step is to try uninstalling GlobalProtect, restarting, then reinstalling GlobalProtect. 

If you continue to have challenges, please open a VPN support ticket with the LITS Technology Help Desk.