General troubleshooting

1. Make sure that you have set the correct Portal address

   • You can check this setting in the Global Protect settings on the General Tab.

2. Make sure that you are using correct UserID and password when prompted to log in.

3. Sign out of the Global Protect app via the menu button in the top with of the app > Settings and click Sign Out, restart the computer, then try to connect again.

Error: Virtual adapter was not set up correctly

Error code: When signing in to connect to Global Protect on Windows, the Global Protect window displays an error message, "Connection Failed - The virtual adapter was not set up correctly due to a delay. Global Protect will try again soon. If the issue persists, try restarting your system."

• Cause:

  • Windows Management Instrumentation (WMI) issue preventing Global Protect network adapter from loading.
    You can confirm by running msinfo32 command - if WMI errors are reported, this is the likely cause.
    

• Resolution: Reset the WMI repository to its original state.
  

  1. Open the Command Prompt: Press Windows+R (brings up the Run menu), then type "cmd" and click OK

  2. Type winmgmt /resetrepository

  3. Press Enter

  4. Try connecting again

Error: Failed to find PANGP virtual adapter interface when connecting to GlobalProtect

Symptom

This error is usually seen when the GlobalProtect client is upgraded or GlobalProtect is not installed correctly.

Environment

GlobalProtect App for Windows

Resolution

1. Disable WMI services : run - services.msc - Windows Management Instrumentation(WMI) - stop the service.

2. Delete the files under C:\Windows\System32\wbem\Repository

3. Open regedit
   Go to HKEY_LOCAL_MACHINE > Software and HKEY_CURRENT_USER > Software. Delete the Palo Alto Networks folder.

4. Delete the same if the same folder is present in any other user under HKEY_USERS.

5. Un-install GlobalProtect from Windows 'program and features'.

6. Make sure that the virtual adapter in not present in the Network adapter settings.

7. Reboot the machine.

8. Reinstall GlobalProtect with admin privileges.

9. Confirm that WMI service is running.