Initial troubleshooting steps for the "Authorization failed" error when connecting to VPN for the first time.
Overview
The first time you try and connect to the GlobalProtect VPN any disruption in the Google login process can result in the error "Authorization failed" even when you are authorized to connect to the VPN.
Issue
"Authorization failed" error when attempting to connect to VPN the first time and Google log in process is disrupted.
Reasons the Google log in process may be disrupted:
- Your MHC account password isn't set up yet so you go to log in and find you need to reset your MHC password
- You inadvertently attempt to authenticate via a personal Google account, resulting in the error: Error 403 user_id_mapping_unavailable
- You're not enrolled in Google 2-step verification yet or don't have your 2-step verification method handy and need to stop VPN authentication to set that up
This error will persist after restarting your machine and even after uninstalling and reinstalling GlobalProtect.
Resolution
The MHC VPN logs you in based on you having an active MHC Google account session in your default browser. To resolve this issue after getting the error described above, change your default browser so you can start fresh with a browser that doesn't "remember" the failed login attempt.
- Restart your machine
- Change your computer's default browser to a different browser than it was before
- Make sure you're on an off-campus internet connection (i.e. not eduroam, lyonnet-encrypt, or ethernet on campus)
- Choose connect from the GlobalProtect panel
- Follow the instructions in the article How to connect to the MHC VPN
If you find that the error persists after following the above instructions, there may be a permissions issue with your account. Please start a ticket with the LITS Technology Help Desk using the
VPN support form on this page.