How to Fix GlobalProtect not Prompting for Credentials

GlobalProtect may fail to connect if it doesn’t ask for your credentials.

Why does this happen?

Common causes include network congestion, firewalls, antivirus software, proxies, outdated clients, or misconfigured settings.

So, what can you do about it?

Below, you’ll find simple fixes like restarting the app, temporarily disabling firewalls or antivirus software that can cause GlobalProtect connection issues, closing background programs, and clearing browser cache.

1. Remove your MS account

1. Press Windows + I keys to open the Settings app.
2. Select Accounts from the menu and click on Email & accounts.

   

3. Select the email address you wish to remove, then click Remove.

   

4. Click Yes on the new prompt to confirm your actions.
5. Restart your PC and try to sign in to GlobalProtect to see if it prompts for credentials.

Several users have reported using the above steps to fix the GlobalProtect sign-in credentials not appearing. It will disconnect from your Microsoft account from Azure Active Directory, causing it to request on the new attempt.

2. Uninstall recently installed apps

1. Click the Start button, type control panel, then press Enter.
2. Click on Programs, go to the Programs and Features tab, and find the app from the list.

   

3. Select the app, and click Uninstall.

   

4. Follow the on-screen instructions to complete the uninstallation process.

Uninstalling the app will remove the credentials from GlobalProtect, allowing it to request credentials rather than taking other apps such as Outlook, and Visual Studio credentials.

In some cases, you might even have to remove and download GlobalProtect again to fix this issue.

3. Clear the GlobalProtect app cache

1. Close the GlobalProtect client.
2. Press the Windows + E keys to open File Explorer.
3. Go to the following directory path: C:\Program Files\Palo Alto Networks\GlobalProtect

   

4. In the GlobalProtect folder, select the Cache folder, right-click on it, and select Delete from the context menu.

   

5. Confirm the action when asked if you want to proceed with the action.
6. After deleting the cache folder, right-click the Recycle Bin icon on your desktop and select Empty Recycle Bin from the context menu.

   

7. Start the GlobalProtect client to recreate a new cache folder, then check if it shows the credentials prompt.

Clearing the GlobalProtect cache will remove corrupt app data in the folder and resolve any issue impeding the credential prompt.

How do I reset my GlobalProtect credentials?

1. Click the System tray button, and right-click the GlobalProtect (GP) client icon.
2. Select the Show Panel option from the context menu.
3. Click on the icon next to your username.
4. Click OK on the prompt asking if you want to clear the saved credentials from GlobalProtect.

The above steps will clear your saved credentials on GlobalProtect, allowing you to log onto the GlobalProtect VPN client with new credentials for a secure connection.

Although the VPN portal may encounter difficulties prompting credentials on the login screen, following the steps provided above, you should bypass the GlobalProtect pre-logon loop to get the sign-in prompt back.

In conclusion, you can check our detailed guide on GlobalProtect not connecting and some steps for fixing it.

In case you’re not happy with this VPN client, why not check our guide on the best VPNs for Windows?

Should you have further questions regarding this guide, kindly drop them in the comments section.