Windows Instructions

With the GlobalVPN client connected, click on the GlobalProtect icon in the taskbar.

In the window that appears, click on the upper right hamburger menu icon, and select settings.

Select 'Troubleshooting' in the top tab and click the 'Collect Logs' button.

This will pop up a Windows that gathers several log files and zips them into one file. Select the open folder icon to open your file browser to the location the file has been saved.

Attach the file named GlobalPretectLogs.zip to your ticket.

Once you have uploaded the above files, they will be reviewed and you may be asked to perform additional troubleshooting steps.

MacOS Instructions

With the GlobalVPN client connected, click on the GlobalProtect icon in the taskbar.

In the window that appears, click on the upper right hamburger menu icon, and select settings.

Select 'Troubleshooting' in the top tab and click the 'Collect Logs' button.

This will pop up a Windows that gathers several log files and zips them into one file. Select the open folder icon to open your file browser to the location the file has been saved.

Attach the file named GlobalProtectLogs.tgz to your ticket.

Once you have uploaded the above files, they will be reviewed and you may be asked to perform additional troubleshooting steps.