VPN: How do I connect to the VPN on Windows?

Compatibility

Please check your Windows Operating System for compatibility with the below chart -

NOTE:
If your Operating System does not appear in the chart below then it is not compatible with GlobalProtect and you will need to update your current Operating System.
If your computer is running an ARM64 based processor and Windows, you must install Global Protect client from the Microsoft Store. 
To find out if you have an ARM64 chip, go to Settings > System > About on Windows, and look at the "System type" under "Device specifications." It will say either "ARM-based processor" (you have ARM64) or "x64-based processor" (you have x86-64).

For a more indepth and up to date assessment of compatibilty, please go to GlobalProtect

Installing GlobalProtect VPN Client

Changes to Windows Login Page

After you install GlobalProtect and restart you may see a difference in your Windows Login Page depending on your version of Windows 10 & 11

If you are prompted to Sign-in to your computer using GlobalProtect, instead click on Sign-in Options.
Note: You cannot sign into a personal computer with your GlobalProtect credentials.

Please select the login method that you normally use to access your computer. (Pin or Password) Then log into your computer. In most cases, you will only be required to change the Sign-in option once.

Connecting to the VPN

1. Open the GlobalProtect agent by clicking on the “globe” icon in the notification area (see screenshots below)
   

2. If you are asked for the portal address, enter vpn.viu.ca and click Connect
   

3. Enter your VIU email address (e.g. jane.doe@viu.ca) and password. Then, click Connect.

   

   Note: Your email address / username will be saved but your password will not. This must be entered each time you connect to the VPN.

4. You will then be asked to Verify Your Identity. This is VIU's 2-Step Verification policy asking you to complete the verification steps. Depending on how you chose to setup your 2SV, you will verify either via Microsoft Authenticator app or text message. More information on VIU's 2SV policy can be found here. 

5. You should now be connected to the VPN.
   

NOTE: 
If you see a "Gateway" error after accidentally mistyping your password 5 times within an hour, you will be locked out of the VPN for 60 minutes.  Once the 60 minutes has passed, you can retry signing in.

Checking the Status of Your VPN Connection

1. To check the status of your VPN connection, click on the “globe” icon in the notification area (see screenshots below)
   

2. You should see the following screen if you are connected to the VPN:
   

3. You should see the following screen if you are disconnected from the VPN:
   

Disconnecting from the VPN

1. Click on the “globe” icon in the notification area (see screenshots below)
   Windows:
   

2. Click Disconnect
   

Troubleshooting GlobalProtect VPN Connections

If you're experiencing issues connecting to the VPN, follow the steps below before contacting the IT.

1. Verify Your Internet Connection

• Before troubleshooting GlobalProtect, confirm that your device has internet access
• Open a web browser and navigate to a common website (for example, www.microsoft.com or www.google.com)
• If the website does not load, troubleshoot your internet connection first

2. Restart Your Computer

• Restart your computer and try connecting to the VPN again
• While restarting, ensure that:
  • Windows is fully up to date
  • Any pending Windows updates have been installed
  • You have followed the instructions in How to Apply Windows Driver Updates

3. Check Your Network Connection

Poor network quality can affect VPN connectivity.

• Move closer to your wireless access point/router
• If possible, connect your computer directly to your network using an Ethernet cable
• Disconnect from and reconnect to your Wi-Fi network

4. Can you open the GlobalProtect application and access Settings?

• Yes: Continue to the next question
• No: The GlobalProtect software may be damaged or require reinstallation

5. Test Using a Different Internet Connection

To determine whether the issue is related to your home internet service:

• Enable the hotspot feature on your mobile phone
• Connect your computer to the mobile hotspot
• Attempt to connect to GlobalProtect again

If the VPN works using a hotspot but not your regular internet connection, the issue may be related to your home network or internet service provider.

Still cannot connect to the VPN?

Submit an IT ticket and answer the questions below

• Are you receiving an error message? If so, take a screenshot and include it with your IT ticket.
• Are you prompted to log in and verify your identity?
• Please include Dump Logs from GlobalProtect:

1. open Settings in GlobalProtect
2. click the Troubleshooting tab
3. select Dump Level Logs
4. select location to Save to
5. attach file to ticket for NOC