Access Keys:
Skip to content (Access Key - 0)

GlobalProtect agent stuck at connecting stage on macOS

Symptom

  • New GlobalProtect installation
  • Issue is seen only on macOS, connectivity works fine on Windows operating systems
  • GlobalProtect Agent stuck at the connecting stage on macOS with the following message (though on certain occasions the message does not appear):

  • You may also encounter a message indicating "System Extension Blocked"

Cause

Starting in macOS High Sierra 10.13 Apple introduced a new feature that requires user approval before loading newly-installed third-party kernel extensions (KEXTs). Additionally, Technical Note TN2459 from Apple indicates, "this feature enforces that only kernel extensions approved by the user will be loaded on a system.

When a request is made to load a KEXT that the user has not yet approved, the load request is denied and macOS presents the alert with a System Extension Blocked message.

Resolution

  1. Enable Palo Alto Networks as a trusted developer.
  2. Launch System Preferences.
  3. Open the Security & Privacy preferences and then select General.
  4. Click the lock icon on the bottom left of the window to make changes and modify preferences.
  5. When prompted, enter your Mac User Name and Password and then Unlock the preferences.
  6. Click "Allow" next to the message "System software from developer "Palo Alto Networks" was blocked from loading."

Community

Documentation and information provided by the MIT Community


Last Modified:

July 15, 2021

Get Help

Request help
from the Help Desk
Report a security incident
to the Security Team
Labels:
macos macos Delete
connecting connecting Delete
globalprotect globalprotect Delete
prisma prisma Delete
gpvpn gpvpn Delete
c-prisma c-prisma Delete
Enter labels to add to this page:
Please wait 
Looking for a label? Just start typing.
Feedback
This product/service is:
Easy to use
Average
Difficult to use

This article is:
Helpful
Inaccurate
Obsolete
Adaptavist Theme Builder (4.2.3) Powered by Atlassian Confluence 3.5.13, the Enterprise Wiki