VPN GlobalProtect (Windows) - Troubleshooting

1. Uninstall GlobalProtect
2. Update your Windows Folder settings to show hidden files and folders.
   • Windows 10: 
     • Hit the Windows key on your keyboard and type (without quotes) "Show hidden"
     • Click the option that says Show hidden files and folders.
     • Click the line that says Show hidden files, folders, and drives.
     • Click Apply, then OK.
   • Windows 11:
     • Navigate to Settings > System > Advanced > File Explorer.
     • On the line that says Show hidden and system files, set the switch to On.
       
3. Delete the following folders on your Windows computer:
   • C:\Program Files\Palo Alto Networks
   • C:\Users\[username]\AppData\Local\Palo Alto Network
4. Reinstall GlobalProtect 
5. Re-attempt to connect to the VPN

Update GlobalProtect to make sure it is compatible with your version of Windows.

1. Open GlobalProtect.
2. Click the hamburger icon in the top-right corner.
3. Click Settings.
4. In the About tab, click Check for Updates.
5. A prompt will appear if an update is available. If no update is available, no prompt will appear.
6. In the prompt, click Download, then click Install.
7. Restart your computer.
8. Open GlobalProtect and attempt to connect to the VPN

Symptoms

When you enter the portal address into GlobalProtect, you are not prompted for your login credentials and the Connect button doesn't seem to do anything. You may be receiving this error message:

This error can also be seen in the PanGPA.log as "Return error code = 10061". 

Solution

This usually occurs when you have downloaded the wrong version of GlobalProtect for your processor. Computers with ARM processors will need to use the ARM version of GlobalProtect.

1. Check if you have a 32-bit, 64-bit, or ARM-based System Type - Windows (Vista, 10, 11) - Determining 32-Bit, 64-Bit, or ARM Versions
2. Uninstall GlobalProtect 
3. Reinstall GlobalProtect with the correct version for your system 

When attempting to start the client, if you receive an error message stating The program cant start because mfc120u.dll is missing from your computer. Try reinstalling the program to fix this problem, you can resolve the error by installing the Visual C++ runtime files which are downloadable in the following link: Visual C++ Redistributable Packages Download

Instructions for installing the C++ Redistributable Packages

1. Click the link above. It will take you to the Microsoft website.
2. Select the language you prefer from the dropdown menu and click the red "Download" button.
3. Select the appropriate version, 32-bit (x86) or 64-bit (x64). 
   • To find the correct version for your machine, go to this document: Windows (Vista, 10, 11) - Determining 32-Bit, 64-Bit, or ARM Versions
   • If you cannot find the version for your computer, you may need to select the 'vcredist_arm.exe' version
4. Follow download and installation prompts.
5. Once installed, try to open GlobalProtect again.