VPN: How to Create GlobalProtect Client Logs
Objective or Task:
Create and collect GlobalProtect VPN client logs for troubleshooting VPN connection issues.
Instructions:
1. Prepare the GlobalProtect VPN Client
- Make sure "Portal:" is set to vpn.louisville.edu.
- Enter your ULink username and password on the Settings tab in the window that appears when you double-click the GlobalProtect VPN icon in the system tray.
2. Open the GlobalProtect VPN Client
- Go to the Windows system tray.
- Click the world globe icon for GlobalProtect VPN.
3. Access VPN Client Settings
- Click the three lines in the top right corner.
- Select Settings.
4. Collect VPN Client Logs
- Click the Troubleshooting tab in the menu bar.
- Click the Collect Logs button.
5. Locate and Submit the Log File
- Find the GlobalProtectLogs.zip file saved in your Windows User folder.
- Attach the GlobalProtectLogs.zip file to your reply to the IT support message.
Outcome:
You will have a GlobalProtectLogs.zip file ready to send to IT support, helping them quickly diagnose and resolve your VPN issue.
Need Additional Help
Contact the ITS HelpDesk: Call 502-852-7997 during business hours:
Monday through Thursday: 6:00am – 10:00pm
Friday: 6:00am – 5:00pm
Saturday: 7:00am – 5:00pm
Sunday: 10:00am – 10:00pm
University Holidays: 7:00am – 5:00pm
Closed on Thanksgiving, the day after Thanksgiving, and Christmas.
If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 7am unless you specify a time.
Live Chat: Chat with the ITS HelpDesk during business hours.
Submit a Ticket: Use the self-service portal at http://service.louisville.edu to log requests or check the status of existing tickets.
In-Person Support: Visit the iTechConnect 1:1 help located on the lower level of the Miller Information Technology Center, Belknap Campus, during business hours.