Troubleshooting GlobalProtect VPN

Issues

  • GlobalProtect says "network connection is unreachable" and won't connect.
  • I can't connect to the Bowdoin VPN from home.
  • GlobalProtect keeps asking for my username and password but won't sign me in.
  • The Okta MFA screen isn't appearing when I try to connect.
  • I'm connected to the VPN but still can't access Microwave or other Bowdoin resources.
  • The Connect button in GlobalProtect does nothing when I click it.
  • GlobalProtect keeps disconnecting after a while.
  • GlobalProtect was working before but stopped connecting after an update.

Environment

This article applies to Bowdoin students, faculty, and staff troubleshooting connection problems with GlobalProtect, Bowdoin's Virtual Private Network (VPN) application. GlobalProtect must already be installed before following these steps. Supported platforms: macOS Sequoia (15.x) or Tahoe (26.x); Windows 11; iOS and iPadOS (current version).

For installation help, see Install GlobalProtect VPN on a Bowdoin-Issued Computer or iPad or Install GlobalProtect VPN on a Personal Device in the Related Articles section.

Resolution

Tap or click a section below to jump directly to it:

"Network connection is unreachable" error Authentication or MFA not completing Connected but can't access Bowdoin resources Connect button does nothing or stuck connecting Automatically disconnected Reinstall GlobalProtect

"Network connection is unreachable" error

This is the most common GlobalProtect error at Bowdoin, and in most cases it does not indicate a problem. GlobalProtect cannot connect while your device is already on the Bowdoin campus network — that includes the BOWDOIN wireless network, eduroam, or a wired Ethernet connection. The VPN is designed for off-campus use only, and the "network connection is unreachable" message is GlobalProtect's way of telling you that you are already on campus.

If you are off campus and receiving this error, work through the following checks:

  1. Confirm your device has an active internet connection by opening a browser and loading any website. If the internet is not working, fix your internet connection first.
  2. Confirm the portal address in GlobalProtect reads remoteaccess.bowdoin.edu. If it is blank or shows a different address, enter remoteaccess.bowdoin.edu and try connecting again.
  3. Restart your device and try connecting again. Some network state issues that block VPN connections do not resolve until a full restart.
  4. If you are using a home router, try connecting your device directly to your modem via Ethernet to rule out a router firewall blocking VPN traffic.
Some internet service providers and networks block VPN traffic. Hotel Wi-Fi, certain cellular data connections, and some corporate networks restrict the ports GlobalProtect uses. If you can connect from one network but not another, the issue is with that network's firewall, not with GlobalProtect.

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Authentication or Okta MFA not completing

GlobalProtect uses your Bowdoin username, password, and Okta multi-factor authentication (MFA) to verify your identity. Authentication failures are usually caused by one of the following:

  • Wrong credentials: Confirm you are entering your Bowdoin username (not your full email address) and your current Bowdoin password. Passwords are case-sensitive.
  • Okta Verify not responding: Open the Okta Verify app on your phone and confirm it is showing an active prompt. If no prompt has arrived, tap Refresh in GlobalProtect and try again. Make sure your phone has mobile data or Wi-Fi and that notifications are enabled for the Okta Verify app.
  • Okta Verify app needs update: An outdated version of Okta Verify can fail to receive MFA prompts. Check for updates in the App Store or Google Play.
  • MFA browser window not loading: On Mac and Windows, GlobalProtect opens a browser window to complete MFA. If this window does not appear, check that your default browser is set and not blocked by a content filter or pop-up blocker.
If you have recently changed your Bowdoin password, GlobalProtect may be using saved credentials that are now outdated. On macOS, open Keychain Access, search for remoteaccess.bowdoin.edu, and delete any saved credentials found. On Windows, open Credential Manager from the Control Panel, find any entries for remoteaccess.bowdoin.edu under Windows Credentials, and remove them. Then try connecting again.

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Connected to VPN but can't access Bowdoin resources

If GlobalProtect shows a green dot (connected) but you still cannot reach Bowdoin resources like Microwave, PolarFlix, or the High-Performance Computing (HPC) cluster, try the following:

  1. Confirm you are fully connected: Click the GlobalProtect icon and verify the status reads Connected with a green dot, not Connecting or Not Connected.
  2. Flush your DNS cache: Some resources fail to resolve immediately after connecting because your device is still using a cached DNS entry from before the VPN was active.
    • macOS: Open Terminal and run: sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder
    • Windows 11: Open Command Prompt as Administrator and run: ipconfig /flushdns
    After flushing, disconnect and reconnect to GlobalProtect, then try accessing the resource again.
  3. Check that the resource requires VPN: Some Bowdoin services — including Microsoft 365, Canvas, Workday, and email — do not require VPN and are accessible directly over the internet. See About Bowdoin's VPN Service in the Related Articles section for the full list of what does and does not require VPN.
  4. Connecting to Microwave: GlobalProtect does not automatically map Microwave drives. After connecting to VPN, you still need to mount the Microwave server manually. See the Microwave access article in the Related Articles section for instructions.

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Connect button does nothing or GlobalProtect is stuck on "Connecting"

If clicking Connect produces no response, or if GlobalProtect appears to be stuck and never completes the connection, the GlobalProtect background service may have stopped running.

macOS

  1. Open Terminal (press Command + Space, type Terminal, press Return).
  2. Run the following commands to restart the GlobalProtect service:
    sudo launchctl unload /Library/LaunchAgents/com.paloaltonetworks.gp.pangpa.plist
    sudo launchctl load /Library/LaunchAgents/com.paloaltonetworks.gp.pangpa.plist
  3. Try connecting in GlobalProtect again.

Windows 11

  1. Press Windows + R, type services.msc, and press Return.
  2. Scroll down and find PanGPS in the services list.
  3. Right-click PanGPS and select Restart. If the service was not running, select Start.
  4. Close the Services window and try connecting in GlobalProtect again.
Portal address missing? If GlobalProtect opens but shows no portal address and clicking Connect does nothing, the portal configuration may have been lost. Click the Settings icon (three lines, top right of GlobalProtect), click Add, enter remoteaccess.bowdoin.edu, and click Add. Then try connecting again.

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Automatically disconnected

GlobalProtect automatically disconnects after 2 hours of network inactivity. This is expected behavior governed by Bowdoin's VPN policy. Keeping a connection alive artificially — for example by running a continuous ping — is not permitted.

When GlobalProtect disconnects due to inactivity, simply open the GlobalProtect app and click or tap Connect to reconnect. You will be prompted to sign in again with your Bowdoin credentials and complete Okta MFA.

Active use keeps the session alive. The 2-hour timer applies to network inactivity, not time elapsed. If you are actively using VPN-connected resources, the session will not time out.

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Reinstall GlobalProtect

If none of the steps above resolve the issue, reinstalling GlobalProtect clears any corrupted configuration files and installs a fresh copy of the application.

macOS

  1. Open Terminal and run:
    sudo /Applications/GlobalProtect.app/Contents/Resources/uninstall_gp.sh
  2. Restart your Mac.
  3. Reinstall GlobalProtect using Self Service (Bowdoin-issued Mac) or by downloading from remoteaccess.bowdoin.edu from an off-campus network (personal Mac). See Install GlobalProtect VPN on a Bowdoin-Issued Computer or iPad or Install GlobalProtect VPN on a Personal Device in the Related Articles section.

Windows 11

  1. Go to Settings > Apps, search for GlobalProtect, and click Uninstall.
  2. Restart your computer.
  3. Reinstall GlobalProtect using Company Portal (Bowdoin-issued Windows computer) or by downloading from remoteaccess.bowdoin.edu from an off-campus network (personal Windows computer). See the install articles in the Related Articles section.

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Additional Help

If you need further assistance, you have several options:

  • Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
  • Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
  • In person: Visit the Tech Hub in Smith Union during business hours.
  • Submit a ticket: Request assistance through the Service Catalog.

 

 

AI-assisted content: This article was drafted with the assistance of an AI writing tool and reviewed by Bowdoin IT staff for accuracy.
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