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. Confusion between multiple logged in Google accounts
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: confusion between multiple logged in Google accounts

Because the MHC VPN authenticates your account using Google in your default browser, there can be issues when you're also logged into another Google account in your default browser. To resolve this issue, either log out of the other account prior to connecting to the VPN, or use separate Google Chrome profiles to manage your Google accounts. 

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.