Problem:

The GlobalProtect VPN client can frequently display an error when updating, restarting the computer or in other cases where the following error message appears:

"Connection failure: Could not connect to the Globalprotect service. Make sure the GlobalProtect service is running. If the problem persists, contact your administrator."

Solution:

If you have a corporate computer, you will need administrator permission to continue. Contact HelpDesk to request a remote or face-to-face session.

If you have administrator permission:

Windows

1. Open the task manager. Search in Windows search for "taskmgr" and run it. You can also start it with the CTR+SHIFT+ESC key combination.

2. Go to the Services tab and search for the PanGPS service.

3. Right-click and select Restart. If prompted, accept the elevation of administrator permissions.

In a few seconds the service will start and when you reconnect the GlobalProtect VPN it should work. If it is not solved and the same error appears, restart the computer once to apply the changes. If it still doesn't work, contact HelpDesk.

macOS:

You require administrator and/or sudo permission. Also be able to access a terminal. In some equipment with an M1 or M2 chip, incompatibilities caused by the macOS operating system have been detected.

1. Open a terminal to stop the GlobalProtect services by executing the following commands:

launchctl unload /Library/LaunchAgents/com.paloaltonetworks.gp.pangps.plist
launchctl unload /Library/LaunchAgents/com.paloaltonetworks.gp.pangpa.plist
2. Run the following commands to enable GlobalProtect services:

launchctl load -w /Library/LaunchAgents/com.paloaltonetworks.gp.pangps.plist

launchctl load -w /Library/LaunchAgents/com.paloaltonetworks.gp.pangpa.plist
Make sure that the result of the orders are messages indicating that they have been executed correctly. If there is no response message, the result is also correct.

3. Try connecting the VPN again. If the same error still appears, try restarting the computer once to apply the changes. If it still doesn't work, contact HelpDesk.