Report an Issue From the GlobalProtect App for Android

When you experience unusual behavior such as poor network performance or a connection is not established with the portal and gateway, you can report an issue directly to Cortex Data Lake to which your administrator can access. You no longer need to manually collect and send the GlobalProtect app logs through email or to store them on a cloud drive.
To display the
Report an Issue
option on the GlobalProtect app, your administrator must enable the GlobalProtect app log collection for troubleshooting on the GlobalProtect portal.
  1. Connect to the GlobalProtect portal or gateway.
    1. Launch the GlobalProtect app.
    2. Enter the GlobalProtect portal address.
    3. (
      Optional
      ) Depending on the connection mode, tap
      Connect
      to initiate the connection.
    4. (
      Optional
      ) If prompted, enter your
      Username
      and
      Password
      and then
      SIGN IN
      .
    5. When the
      Connection request
      message appears, tap
      OK
      to allow GlobalProtect to set up a VPN connection on your endpoint.
    6. When the home screen appears, verify that your connection has established successfully. If the connection is successful, the home screen displays the
      CONNECTED
      state.
    7. (
      Optional
      ) By default, the endpoint automatically connects to the Best Available gateway based on the configuration that the administrator defines and the response times of the available gateways. To connect to a different gateway, tap the gateway drop-down at the bottom of the home screen, and then select a gateway from the list (external gateways only).
  2. View information about your GlobalProtect connection.
    After you establish the GlobalProtect connection, launch the GlobalProtect app. Tap the settings icon to open the settings menu. From the settings menu, tap
    SETTINGS
    to view information about your connection, including the
    Portal
    address and
    Connection Status
    .
  3. Report an issue from the GlobalProtect app from the end user’s endpoint.
    After you launch the app, tap
    HELP
    to report an issue from your endpoint.
    1. Tap
      Report an Issue
      .
    2. Enable the GlobalProtect app to run diagnostic tests and to include diagnostic logs. Both diagnostic and troubleshooting logs are collected and sent to Cortex Data Lake as a compact troubleshooting report.
      After the diagnostic tests are successfully completed, the GlobalProtect debug log files are uploaded to Cortex Data Lake from your endpoint.
      If you do not enable the app to run diagnostic tests and to include diagnostic logs, only troubleshooting logs are collected and sent to Cortex Data Lake as a compact troubleshooting report. The GlobalProtect app checks for the report files (pan_gp.trb.log or pan_gp_trbl.log) that are automatically generated in
      .json
      format. A notification message appears if no issues were found in the troubleshooting logs. Click
      Retry
      to check if the pan_gp.trb*.log files exist.
    3. Select the
      Run Diagnostic Tests and Include Diagnostic Logs
      check box.
    4. Tap
      CONTINUE
      to allow the app to create a troubleshooting log and to send the report to your administrator’s Cortex Data Lake instance.
      The results of the end-to-end diagnostic tests are stored in the pan_gp_diag.log file in
      .json
      format and sent to your administrator’s Cortex Data Lake instance along with the pan_gp.trb*.log files.
      The results of the end-to-end diagnostic tests are stored in the pan_gp_diag.log file in
      .json
      format and sent to your administrator’s Cortex Data Lake instance along with the pan_gp.trb*.log files. The GlobalProtect app can run diagnostic tests with a tunnel or without a tunnel. For example, you might want to enter your GlobalProtect login credentials prior to the app connecting and running diagnostic tests through the tunnel.
      A message pops-up, confirming that the app is running diagnostic tests only if you selected the
      Run Diagnostic Tests and Include Diagnostic Logs
      check box.
      A message pops-up, confirming that the app is sending the report to Cortex Data Lake.
    5. Tap
      DONE
      to confirm that the app successfully sent the report to Cortex Data Lake.

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