Summary

This article provides steps you can take if GlobalProtect will not connect on your County-issued Windows device. These steps resolve the most common connection issues employees experience.

Who This Article Is For

All Gwinnett County employees who use GlobalProtect to access County resources from outside the network.

Symptoms

You may be experiencing this issue if:

• GlobalProtect stays on “Connecting” and never completes.

• You see messages such as “Portal unreachable” or “Cannot connect to service.”

• Your network drives or applications do not load because GlobalProtect is not connected.

Cause

Most issues occur when GlobalProtect cannot properly reach the County portal (for example, due to saved connection information that is no longer valid) or when the internet connection is unstable.

How to Fix It

Reset the GlobalProtect portal address

Resetting the portal address refreshes the saved settings and often resolves connection issues.

1. Open GlobalProtect from the taskbar (globe icon).

2. Select the Settings (gear) icon.

3. Go to Connections, then choose Manage Portals.

4. Remove the existing entry for: gwinnettgov.gpcloudservice.com

5. Close Settings, then reopen GlobalProtect.

6. Return to Connections > Manage Portals and re-add the portal address exactly as: gwinnettgov.gpcloudservice.com

7. Try connecting again.

Reboot the device

A full restart clears cached sessions and stuck processes.

• Save your work, restart the computer, and then try GlobalProtect again.

Try a different network

Some public, guest, or hotel Wi-Fi networks restrict VPN traffic.

• If possible, connect your laptop to a different network, such as a mobile hotspot, and try GlobalProtect again.

• If GlobalProtect works on the alternate network, the issue is likely with the original Wi-Fi connection.

Verify internet access

GlobalProtect cannot connect without a working internet connection.

• Open a web browser and confirm that normal websites load.

• If websites do not load, troubleshoot your network connection (Wi-Fi, modem, hotspot, etc.) first.

Confirm your username format

Make sure you are signing in with your full County email address:

firstname.lastname@gwinnettcounty.com

Using only a short username may prevent authentication.

Next steps if the issue persists

If GlobalProtect still does not connect after you complete these steps, contact the IT Service Desk for assistance.

Need help?

For additional help with GlobalProtect, please contact the IT Service Desk at 770.822.8915.

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