Requirements:

  • Firm issued laptop
  • VPN/ Remote access via Global Protect

Overview:


This article covers three ways to resolve the issue of the Global Protect login prompt repeatedly popping up. We recommend starting with Solution 1 and continue trying each solution until the problem is resolved.

  • Solution 1 - Correcting/updating login credentials
  • Solution 2 - Clearing old/ incorrect login credentials
  • Solution 3 - Resolving local login issue


Solution 1 - Correcting/updating login credentials:

  1. Restart your computer, this is very important if you have recently changed your password (last 48 hours)
  2. Log into your workstation
  3. Locate the Global Protect Login prompt


  4. Clear out the Username & Password fields of any information in them
  5. For Username type your first name initial and your last name (Example: Full name is Test Tester so username is ttester)
  6. In the Password field enter your current Windows/ network logon password.
  7. Click on Connect.
  8. The Login prompt window should close and not come back up. If it comes back up please try the instructions in the next section, Solution 2.


Should you run into any issues or need assistance, please contact the help desk. You can submit a ticket HERE , by emailing the help desk at [email protected], or by calling 404.879.3434/ x3434.

 

Solution 2 - Clearing old/ incorrect login credentials:


  1.  Restart your computer, this is very important if you have recently changed your password (last 48 hours)
  2. Log into your workstation
  3. Wait for the Global Protect Login window to come up
  4. Once the window has appeared go to the task tray, down where the time is shown on your main screen and click on the up arrow



  5. In the window that comes up double click on either the Globe Icon with Red X or the Globe Icon with House. (Note: The particular icon you see may vary between these two)


    Globe Icon with Red X
    		 Globe Icon with House


  6. A new window titled GlobalProtect should open for you, if the Global Protect Login window is in the way then please click on the CANCEL button to get to the GlobalProtect window
  7. In the GlobalProtect window in the upper right area you will see either your Username or Email address (for Wealth Management it will show as your [email protected])
  8. To the right of your username or email address will a people icon with an X. Click on that icon/ X
  9. A window titled Remove User Credential window will open. Click on OK


  10. On the GlobalProtect Window, click "Connect" below the "Portal" entry.


  11. A new window will open, clear out the Username & Password fields of any information in them

  12. For Username type your email address (if you are in Wealth Management then use @Smith-howard.com instead of @smithhowardwelath.com)
  13. In the Password field enter your current Windows/ network logon password.
  14. Click on Connect.
  15. The Login prompt window should close and not come back up.
  16. If these additional steps do not resolve the problem please try Solution 3 bellow.



Should you run into any issues or need assistance, please contact the help desk. You can submit a ticket HERE , by emailing the help desk at [email protected], or by calling 404.879.3434/ x3434.

Solution 3 - Resolving local login issue:


  1. Restart your computer, this is very important if you have recently changed your password (last 48 hours) and DO NOT LOG BACK IN
  2. On the login screen in the lower left corner chose Other User, if that option does not show click in the lower left corner with your mouse


  3. At the login window it should show Other User


  4. Below the Password box you should see Sign-in options, click on those words


  5. Below the words Sign-in options you should now see three icons, one should be a globe and shield, click on this icon so that it is highlighted


  6. Above, in the Username field enter your email address (your full email address: [email protected]) if you are in Wealth Management then enter your [email protected])
  7. In the Password field enter in your current Windows/ network logon password
  8. Click the arrow or press enter to complete the login process
  9. If the Global Protect Login Window comes back up you can try the steps in Section 2 again or contact the Help Desk for assistance.

Should you run into any issues or need assistance, please contact the help desk. You can submit a ticket HERE , by emailing the help desk at [email protected], or by calling 404.879.3434/ x3434.