Summary
This guide provides self-service troubleshooting steps to help university students, faculty, and staff resolve common GlobalProtect VPN connection, authentication, and configuration issues on Windows and macOS.
Body
This guide provides self-service troubleshooting steps to help you resolve common GlobalProtect VPN connection, authentication, and configuration issues on both Windows and macOS.
What You Need
Before starting, ensure you have the following:
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Your University NetID and password.
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A stable home or public internet connection.
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The GlobalProtect client installed on your device.
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Basic familiarity with your computer's System Settings (macOS) or Control Panel (Windows).
General Connectivity & Quick Checks
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Verify Internet Stability: Confirm you have a stable internet connection before launching the VPN. Tunnels can amplify network instability. Run a quick internet speed test to check bandwidth.
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Check if VPN is Necessary: Most standard Brandeis apps (Gmail, Google Drive, Workday, and standard Brandeis Login services) do not require a VPN. VPN is mainly required for departmental file shares (files.brandeis.edu), library databases, and protected internal web pages.
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Wired vs. Wireless: If experiencing frequent Wi-Fi drops, switch to a wired Ethernet connection. If using Wi-Fi, restart your computer and reconnect to your network before launching GlobalProtect.
Installation & Managed Devices
Managed Macs (Jamf)
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Do not download the installer from the web.
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Open the Self Service app and click Reinstall on GlobalProtect to re-run the policy.
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System Extension Approval: If macOS blocks the software, go to System Settings > Privacy & Security and click Allow near the "Palo Alto Networks" alert.
Personal Devices (BYOD)
Authentication & Duo MFA Issues
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Username Format: Enter only your NetID username (e.g., louisbrandeis), not your full email address.
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Stuck or Blank SSO Screen: In GlobalProtect, click the menu icon, go to Settings > Troubleshooting, and select Clear Browser Cache.
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Duo Push Loop / Clock Sync: If Duo pushes are approved but the VPN still fails, ensure your device's Date & Time settings are set to Set Automatically.
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Duo Passcode Method (Offline): If a Duo push doesn't arrive, append a passcode to your password field using the format: YourPassword,123456 (where 123456 is the passcode generated in your Duo app).
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Account Lockout: If locked out after multiple failed attempts, check your account status at identity.brandeis.edu.
Session Limits & Resource Access
Operating System Specific Troubleshooting
Basic Steps
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Restart your computer.
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Verify that your portal address in GlobalProtect settings is set to vpn-connect.brandeis.edu.
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Ensure no secondary personal VPNs (e.g., NordVPN, ExpressVPN) are running concurrently.
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Disable IPv6 on your active connection (see steps below).
Disabling IPv6
Windows
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Open Settings > Network & internet.
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Click Advanced network settings > More network adapter options.
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Right-click your active adapter (Wi-Fi or Ethernet) and select Properties.
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Uncheck Internet Protocol Version 6 (TCP/IPv6).
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Click OK and restart your PC.
macOS
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Open System Settings > Network.
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Select your active network (Wi-Fi or Ethernet) and click Details / Advanced.
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Navigate to the TCP/IP tab.
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Set Configure IPv6 to Link-local only.
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Click OK / Apply and restart your Mac.
Troubleshooting Common Errors
| Issue / Error Message |
Cause / Solution |
| "VPN connection could not be established" |
Restart your device and attempt to sign in again.
|
| "The virtual adapter was not set up correctly" |
System timing issue; wait one minute or restart your computer.
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| Stuck on "Connecting" |
Check if your current Wi-Fi network blocks VPNs (e.g., hotel/flight Wi-Fi) or try a mobile hotspot.
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| iCloud Private Relay Conflict (Mac) |
Go to System Settings > Network > [Your Network] and toggle off Limit IP address tracking.
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| No Duo Prompt |
Verify portal address is vpn-connect.brandeis.edu, then select Refresh Connection from the GlobalProtect menu.
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If issues persist after following these steps, please contact the ITS Help Desk for further assistance.