Summary

Global Protect is the USNH VPN (Virtual Private Network) solution allowing users to connect into the USNH networks from on- or off-campus to access many secured resources. This article details how to generate and collect client logs for troubleshooting GlobalProtect VPN.

• For Windows Client
• For MacOS Client
• For Linux Clients
• For Mobile Devices (Android & iOS)

 

How-To

Task: To generate and collect client logs for GlobalProtect Windows Client

Instructions

Step 1 - Right-Click the GlobalProtect icon on the taskbar.

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Step 2 - Click the "triple-bar icon"  and select "Settings"

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Step 3 - On the GlobalProtect Agent window, go to the "Troubleshooting" tab, then click "Collect Logs".

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Step 4 - The client logs will generated automatically. Click the "Open in Folder" button.

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Step 5 - This brings up a Windows Explorer window. Look for the GlobalProtectlogs.zip file. This is what you can unzip yourself or send off to Support so they can help troubleshoot what is going on.

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Step 6 - If you have an open ticket related to troubleshooting the GlobalProtect VPN, please update the existing open support ticket and attach the log file you saved.  Alternatively, if you have an email from an open ticket, you can reply to that email and attach the log file to your reply.

 

Outcome

You have successfully generated and collected the client log for GlobalProtect VPN.

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Task: To generate and collect client logs for GlobalProtect MacOS Client

Instructions

Step 1 - Click on the "GlobalProtect client icon" at the top of the home screen.

Step 2 - Click on the "triple-bar icon"  and select "Settings".

Click for full-size image

 

Step 3 -  On the GlobalProtect Agent window, go to the "Troubleshooting" tab, then click "Collect Logs".

Click for full-size image

 

Step 4 - The client logs will generated automatically. Click the "Open in Folder" button.

Click for full-size image

 

Step 5 - This will open a Finder window. Look for the GlobalProtectlogs.tgz file. This is what you can unzip yourself or send off to Support so they can help troubleshoot what is going on.

Step 6 - If you have an open ticket related to troubleshooting the GlobalProtect VPN, please update the existing open support ticket and attach the log file you saved.  Alternatively, if you have an email from an open ticket, you can reply to that email and attach the log file to your reply.

 

Outcome

You have successfully generated and collected the client log for GlobalProtect VPN.

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Task: To generate and collect client logs for GlobalProtect Linux Client

Note: Scroll down for command line instructions, if you prefer.

Instructions

Step 1 - Open the GlobalProtect application. Click on the "triple-bar icon"  and select "Settings".

Click for full-size image

 

Step 2 - On the GlobalProtect Agent window, go to the "Troubleshooting" tab, then click "Collect Logs".

Click for full-size image

 

Step 3 - The client logs will generated automatically. Click the "Open in Folder" button.

Click for full-size image

 

Step 4 - This will open a Files window. Look for the GlobalProtectlogs.tgz file. This is what you can unzip yourself or send off to Support so they can help troubleshoot what is going on.

Click for full-size image

 

Step 5 - If you have an open ticket related to troubleshooting the GlobalProtect VPN, please update the existing open support ticket and attach the log file you saved.  Alternatively, if you have an email from an open ticket, you can reply to that email and attach the log file to your reply.

 

Linux Command Line Instructions

Step 1 - To collect the GlobalProtect Client logs use the below commands on the terminal.

 

Step 2 - If you have an open ticket related to troubleshooting the GlobalProtect VPN, please update the existing open support ticket and attach the ~/.GlobalProtect/GlobalProtectLogs.tgz log file collected above.  Alternatively, if you have an email from an open ticket, you can reply to that email and attach the log file to your reply.

 

Outcome

You have successfully generated and collected the client log for GlobalProtect VPN.

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Task: To generate and collect client logs for GlobalProtect Client on a Mobile Device (iOS and Android)

Instructions

Step 1 - In the GlobalProtect client on your mobile device, select "Help" > "Troubleshoot" and then choose to email the logs to a recipient.

Note: This operation requires an Email Account.

Step 2 - Email the log file to yourself then save it on your device or another device where you have email.

Step 3 - If you have an open ticket related to troubleshooting the GlobalProtect VPN, please update the existing open support ticket and attach the log file you saved.  Alternatively, if you have an email from an open ticket, you can reply to that email and attach the log file to your reply.

 

Outcome

You have successfully generated and collected the client log for GlobalProtect VPN.

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Further Readings

USNH VPN: General Information and Resources

 

Need additional help?

Visit the Technology Help Desk Support page to locate your local campus contact information or to submit an online technology support request.  For password issues you must call or visit the Help Desk in person.