If necessary, you can disable the GlobalProtect
agent. For example, you might disable the agent if the GlobalProtect
virtual private network (VPN) is not working in a hotel and the
VPN failure prevents you from connecting to the Internet; after disabling
the GlobalProtect agent, you might be able to connect to the Internet
and have unsecured communication (without a VPN).
how, how many times, and how long you can disable the GlobalProtect agent
depends on how the administrator configured your GlobalProtect service.
The configuration might prevent you from disabling the agent or
might allow you only to disable it after correctly responding to
If your configuration includes a challenge, the
GlobalProtect agent prompts for one of the following: the reason
you want to disable the agent, a passcode, or, for the strictest
security, a ticket number. If the challenge involves a passcode
or ticket, we recommend you communicate with a GlobalProtect administrator
or a Help desk person about passcodes and tickets by phone.
an administrator provides a passcode in advance, either in an email
to you as a new GlobalProtect user or posted on your organization’s
website (or by phone if in response to an outage or system issue).
you can obtain a valid ticket number, your endpoint displays a ticket
request number that you must communicate to your GlobalProtect administrator
or a Help desk person. If your disable request is approved, you
will receive the valid ticket number which you can use to disable
The following steps describe how to disable
the agent and what to do if you see a challenge:
Initiate disabling of the GlobalProtect agent.
Right-click the GlobalProtect system tray icon (
) and select
(If you do not see the icon, click a chevron or arrowhead symbol
to see hidden icons in the notification area.)
visible only if your GlobalProtect agent configuration allows you
to disable the agent. If the configuration does let you disable
the GlobalProtect agent without requiring you to correctly respond
to a challenge, the GlobalProtect agent dialog will close without
requiring further action.
Respond to one or more challenges if required.
If prompted, provide the following information as needed:
—Your reason for disabling the
GlobalProtect agent. Your configuration may require you to provide
only this information when attempting to disable the agent.
—A passcode that is typically
provided by your administrator in advance of a known issue or event
that requires you to disable the agent.
—If your configuration requires
you to provide a ticket number, the GlobalProtect interface displays
a ticket request number as an eight-character hexadecimal number
as soon as you select
. To disable
the agent when a ticket number is required, contact your administrator
or Help desk (by telephone) and provide the ticket request number.
After approving your request, your administrator or Help desk person
provides you with a ticket number, also in the form of an eight-character
hexadecimal number. Enter the ticket number in the