Fixing when GlobalProtect VPN for Windows is stuck in a “connecting” state

If GlobalProtect gets stuck in a "connecting" state when you click Connect, you may need to uninstall and reinstall the client software if the log file shows a "10022" error.

Collect the GlobalProtect file

  1. From the system tray, click GlobalProtect to open it.
  2. In the top right, click the GlobalProtect hamburger icon icon and select Settings > Troubleshooting.
    GlobalProtect Windows Connecting Settings
  3. Click Collect Logs.
    GlobalProtect Windows Settings Collect Logs
  4. Once it’s done saving the file, click Open Folder
    GlobalProtect Windows Settings Save and Open Logs
  5. In the log folder, open the PanGPA logs in a text editor. 
  6. Use ctrl-F to find 10022
    • If an error is found that states Cannot connect to service, error: 10022, uninstall the GlobalProtect client and reinstall it. 
    • If no such error is found, contact consultant@northwestern.edu.
Uninstall GlobalProtect
  1. Go to Control Panel > Programs > Uninstall a Program
  2. Find GlobalProtect and click Uninstall
Download and set up GlobalProtect
  1. In your web browser, go to https://vpn-connect.northwestern.edu.
  2. When prompted, enter your NetID and password, and authenticate through Duo.
  3. At the top of the screen, click GlobalProtect Agent.
    GlobalProtect download agent
  4. Click Download Windows 64 bit GlobalProtect Agent.
  5. Open the downloaded GlobalProtect application. When prompted for a portal address, enter vpn-connect.northwestern.edu.
  6. When prompted, enter your NetID and NetID password, then confirm your identity with Duo multi-factor authentication. You will then be connected to GlobalProtect.

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