Global Protect - Not Connecting

Global Protect - Not Connecting

Most issues can be fixed by verifying these steps. For your benefit, follow these steps closely before opening a ticket. 

Special Note: This article is already assuming you have installed the Intuit Security Key, Ping ID, and Beyond ID. If havent installed them, click on the links below, and follow the instructions. 
  1. How to install Intuit Security Key (windows users)
  2. How to add a new device for Ping ID
  3. How to add a new passkey for Beyond ID
If you logged into office.com with MFA, click this link to see a video explaining these steps: Global Protect Windows - Not Connecting.webm

Option 1: Verify Computer Settings

  1. Double check Windows Updates INCLUDING Optional Updates (click this link for more info)
  2. Verify any third party Antivirus (example Malwarebytes/McAfee/Avast, etc) are uninstalled or turned completely off.
  3. Run a security scan (click this link fo rmore info)
  4. Verify you are plugged in with an ethernet cord
  5. If you are plugged in with an ethernet cord, disconnect from Wi-Fi. To disconnect from Wi-Fi, in the right hand corner, click on the the computer screen icon, and verify Wi-Fi is not selected.

  6. In the bottom right hand corner click on Global Protect (it will look like a gray circle). If you don't see it, click on the up arrow, then click on Global Protect or in the search bar, type Global Protect, click on open. 
  7. The Global Protect Box will pop up. In the upper right hand corner, click on the 3 lines, then click Settings
  8. Verify your username is two letters followed by six digits and the portal says onevpn.intuit.com 
  9. Click X in the upper right hand corner and try to connect
  10. Inside Google Chrome, try to get into Intuit Tools Portal. If it loads, you are in. Ensure popups, microphone, and Sound are allowed.
    You can do this by going to CCP, click the lock next to the URL, and make sure Sound and Microphone are checked, then click Site Settings
  11. On left side of page, click on Privacy and Security. In the middle of page, look for Popups and redirects and change it to Allow
  12. Refresh the webpage (its at the top, left of the lock)

If Option 1 steps did not work, proceed to Option 2. 

Option 2: Uninstall/Reinstall GlobalProtect

  1. Open Add and Remove Programs and Uninstall GlobalProtect.
  2. Go to the Downloads folder and delete GlobalProtect.
  3. Go to the Recycle Bin and also delete it from there.
  4. Type Apps in the Search bar and open Apps & Features. Change the "Installing Apps only from Microsoft Store" drop-down to Anywhere, but warn me before installing an app that's not from the Microsoft Store.
  5. Install GlobalProtect:
  6. Do NOT pick the App option. Click on Continue Installing from outside the store.
  7. Click Next, Next, Next, Close.
  8. Enter onevpn.intuit.com and connect.
  9. Sign in with the correct username and password and PingID push. Try to get into Intuit Tools Portal and CCP. Ensure that pop-ups are allowed. To make sure popups are allowed follow steps 10 and 11 mentioned in Option 1 ^. 

If your still having issues, open a ticket by using the Bot in the bottom right hand corner, select DESD - Tech Support, and follow the prompts. To avoid confusion, please do not open more than one ticket. 

Other helpful articles:

    • Related Articles

    • Global Protect - SSO Password Reset

      To reset your SSO Password (some people might refer to it as their Global Protect Password), please follow the steps below: Open an incognito web browser (click on three dots in the upper right corner > select New Incognito Window) Copy and paste the ...

    • Global Protect MAC ONLY - Installing and Reinstalling Global Protect

      At this time, only Big Sur and Monterey are approved to use Global Protect. Please follow the steps below for uninstalling and re-installing Global Protect How to Uninstall Global Protect Step 1: Go to your downloads folder Step 2: Find Global ...

    • Global Protect MAC ONLY - AVG Install, Security Scan, Not Connecting

      Intuit Global Protect for MAC ONLY requires a 3rd Party antivirus to be downloaded to your device. If you have a WIndows PC, please click on this link and you will be redirected. This article will explain how to do the following: Install AVG Run ...

    • Global Protect MAC ONLY - Big Sur/Monterey Download Registry Key

      The following steps need to be completed in order to download the registry key on your device. After the registry key has been downloaded you can then proceed with using or downloading Global Protect. Step 1: Download Intuit_BYOD.zip Scroll to the ...

    • Global Protect - Security Scan

      Windows PC typically run their own Defender security scans, but occasionally you will need to run the security scan yourself. In the windows search bar, type virus and threat protection, click on it. Click Quick Scan Once the scan is complete, go ...