Troubleshooting the Global Protect VPN

Common Troubleshooting Tips 

Cannot connect to the Global Protect VPN

You cannot connect to the Global Protect VPN when you are on campus connected to the Skyline wifi. Please make sure that you are first connected to a non-Stevens internet connection before attempting to connect to the VPN.

Confirm your Stevens password 

Please make sure that you are using the correct password. If you are not sure of your password, you can set a new one at https://www.stevens.edu/password.

Cannot install Global Protect VPN on a Windows machine

Users with a Windows 10 machine may see an installation error message when installing the Global Protect VPN client, as shown below.

To fix this issue, please click on the link below to install the Visual C++ package (English-US version). Afterwards, please reboot and then try to run the install for Global Protect VPN again.

https://support.microsoft.com/en-us/help/3138367/update-for-visual-c-2013-and-visual-c-redistributable-package

How to get troubleshooting logs from the Global Protect client for Support

Right click on the Global Protect VPN icon and click on Settings. 

Click on Connection. Your VPN IP address is now visible. (* helpful tip to get your IP address when using the Global Protect VPN.) 

Machine generated alternative text:

 

Click on the Connection tab and view your IP address used while logged onto the Global Protect VPN.