GlobalProtect Setup and Troubleshooting Help

GlobalProtect Setup and Troubleshooting Initial Setup (As Written and Provided by Information Services)

1. Enroll the device
2. Open the Settings app
   • Go to General > VPN > GlobalProtect
   • Click the info icon (i)
   • Set “Connect on Demand” to “Off”
3. Click Home button
4. Open the GlobalProtect app
   • Click connect and sign in.The app will turn blue and say “Internal” at the bottom of the screen because the iPad is connected to the APS network.
   • If you aren’t prompted to sign in, or the app doesn’t turn blue, force quite the GlobalProtect app and try again (double click the Home button and swipe up on the GlobalProtect app).
5. Go back to the Settings app
   • Go to General > VPN > GlobalProtect
   • Click the info icon (i)
   • Set “Connect on Demand” to “On”The GlobalProtect app will automatically disconnect, but will reconnect when not conected to an “Internal” Network.

General Troubleshooting Steps

For General Issues Away From School

1. Open the Settings app* Go to General > VPN > GlobalProtect* Click the info icon (i)* Set “Connect on Demand” to “Off”
2. Press the Home button
3. Open the GlobalProtect app* Click connect and sign in.
   • The app will turn blue and say “Internal”(if you are inside APS network – Outside APS network will say”gpgw**” this name will depend on where the device connects ) at the bottom left of the screen because the iPad is connected to the APS network.*
   • If you aren’t prompted to sign in, or the app doesn’t turn blue, force quite the GlobalProtect app and try again (double click the Home button and swipe up on the GlobalProtect app) (If you still having issues turn the device Off and On).
4. Press the Home button5. Open the Settings app* Go to General > VPN > GlobalProtect* Click the info icon (i)* Set “Connect on Demand” to “On”

Troubleshooting at School

If you are in an APS building, and an iPad is running iOS 12 and the student is not signed into GlobalProtect, and GlobalProtect is not working, due to a know issue (details below) you have to follow these specific steps:

1. Open the Settings app
   • Go to General > VPN > GlobalProtect
   • Click the info icon (i)
   • Set “Connect on Demand” to “Off”
2. Reboot the iPad
3. Open the GlobalProtect app
   • Click connect and sign inThe app will turn blue and say “Internal” at the bottom of the screen because the iPad is connected to the APS network.
   • If you aren’t prompted to sign in, or the app doesn’t turn blue, force quite the GlobalProtect app and try again (double click the Home button and swipe up on the GlobalProtect app).
4. Go back to the Settings app
   • Go to General > VPN > GlobalProtect
   • Click the info icon (i)
   • Set “Connect on Demand” to “On”The GlobalProtect app will automatically disconnect, but will reconnect when not conected to an “Internal” Network.

Known Issue Effecting iOS 12

Issue: GlobalProtect can become unresponsive on iPads running iOS 12.Cause: Due to the way iOS 12 handles VPN settings, certain actions while connected to the school’s network can cause GlobalProtect to crash in the background. This crash does not effect the iPad’s network connectivity at school and is therefore not evident until the iPad is taken home.Workaround: Reboot the iPad. This issue can not reoccur until the iPad is reconnected to the school’s network.Solution: Update to the latest available version of iOS 13.