- Perform a speed test without being connected to the VPN service
- Perform a speed test while connected to the VPN service
- Attach Global Protect Logs
Perform a speed test without being connected to the VPN service
While disconnected from the GlobalProtect VPN service, open your preferred browser and navigate to https://speed.cloudflare.com/
Once the page loads, it will begin testing the download, upload, and latency of your internet connection. When complete, take a screenshot or download the results of the test and attach them to your ticket. Please label or name the files OffVPN so it is clear that these are results while not connected to the VPN.
Perform a speed test while connected to the VPN service
Open the GlobalProtect VPN client, and click "Connect" and wait until the connection shows as "Connected"
Repeat the Speedtest steps above and attach a screenshot or the downloaded file to your ticket, this time naming OnVPN so it is clear that the results were gathered while connected to the VPN.
Attach Global Protect Logs
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.