Report an Issue From the GlobalProtect App for iOS

Connect to the GlobalProtect portal or gateway.

Launch the GlobalProtect app.
Enter the GlobalProtect portal address.
(
Optional
) Depending on the connection mode, tap
Connect
to initiate the connection.
Allow
GlobalProtect to add VPN configurations to your endpoint. This setting enables GlobalProtect to filter and monitor network activity on the endpoint when you are using the VPN.
Enter your iPhone or iPad passcode to confirm that you want to add VPN configurations to your endpoint.
(
Optional
) If prompted, enter your
Username
and
Password
and then
SIGN IN
.
When the home screen appears, verify that your connection has established successfully. If the connection is successful, the home screen displays the
CONNECTED
state.
(
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).

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

.

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.

Tap

Report an Issue

.



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.

Select the

Run Diagnostic Tests and Include Diagnostic Logs

check box.

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.



Tap

DONE

to confirm that the app successfully sent the report to Cortex Data Lake.