UNSW GlobalProtect VPN - Troubleshooting Guide

UNSW GlobalProtect VPN - Troubleshooting Guide

Troubleshooting FAQs

What do I have to do if I can connect to the VPN but cannot access any resources?

  • If the system doesn’t meet the security requirement (missing important/critical OS patches or outdated virus definitions), please run the software update utility on your OS to check and install any missing patches and force update of the antivirus/anti-spyware definitions. Once the updates are completed run GlobalProtect client, provide your credentials when asked and check whether the connection has been successful and you can access resources. The following warning message will be prompted if the system doesn’t meet the security requirement:
    WARNING: The system doesn’t meet the security requirements to access the resource. Please install any missing patches and update the antivirus/anti-spyware definitions to access the resources.” Note: You may need to reboot the system after installing the OS patches or “Resubmit host file” if the patch installation doesn’t require the system restart.

How can I know that which OS patches are missing or antivirus definitions are out of date?

  • Check the “Host Information” from the “View” drop down menu on GlobalProtect agent window.
    Note: You don’t need to install 34 Language packs.

My system has optional and important updates missing. Which OS patches do I need to install to comply with the HIP check requirement?

  • For Enterprise and High Risk Self-service zones, Global protect is configured to check for the installation of all important Windows updates before a user is allowed to connect. This can cause issues when Microsoft release updates overnight as users will have to patch before they can connect. There are several important items to note that can make this process simpler

  • Global Protect is only checking for important updates. In the windows update client, important patches are identified separately. These are the patches that are needed to be installed. Other optional patches, especially Language patches are not needed. These are large in size and can take some time to download and patch. It is strongly recommended that these are not installed.

I have installed all important missing OS patches but the GlboalProtect client still shows the non-compliant warning notification and I cannot connect to any resources in the data centre. What do I have to do?

  • Please restart your system again to make sure that the GlobalProtect client receive the missing patch information from the Microsoft windows update client.

Who can I contact for further information or support?

Page Last updated: Thursday, September 17th, 2015