Palo Alto Networks Knowledgebase: How to Collect Logs from GlobalProtect Clients

How to Collect Logs from GlobalProtect Clients

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Created On 08/05/19 19:21 PM - Last Updated 08/05/19 19:48 PM
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This document describes how to collect logs from the GlobalProtect clients on Windows, Mac, Linux and Mobile devices.

 

For Windows Clients (GlobalProtect 4.1)

There are 2 different ways that you can get log files from GlobalProtect, inside the "troubleshoot" tab. 

  1. The first way to see the logs, will be from starting and stopping the logs. This can be helpful to start and stop the logs to capture a certain Connection issue or another event.
    1. Start by right-clicking the GlobalProtect icon on the taskbar
      2018-05-18_gplogs2.png

      and click the sprocket icon in the upper right.
      2018-05-18_gplogs3.png


      Then hit Settings
      2018-05-18_gplogs4.png

       
    2. On the GlobalProtect Agent window, go to the Troubleshooting tab, select Logs under Collect Logs.
      2018-05-18_gplogs5-start.png

       
    3. Set Log type to PanGP Service. The PanGP Service (Windows Service) logs every connection attempt and all errors encountered during that time.
    4. Set Debug Level to Debug
    5. Before a certain event happens, click Start to start the logs. After the event, click Stop to stop the logs.
      2018-05-18_gplogs5-stop.png
    6. After you have logs on the screen, you can take a screenshot, or just scroll through the event as it is happening. This can help show exactly what is going on when the issue occurs. 
  2. The second way to collect logs would be from the same Troubleshooting window, click the Collect Logs button.
    2018-05-18_gplogs5-collect-logs.png
     
  3. This will bring up the Save Logs window. Click the Open Folder button.
    2018-05-18_gplogs6.png
     
  4. This brings up a Windows Explorer window. Look for the GlobalProtectlogs.zip file.  This is what you can unzip yourself or send off to Support so they can help troubleshoot what is going on.
    2018-05-18_gplogs7.png

 

For Mac Clients

1. Click on the GlobalProtect client icon on the top of the home screen and click on the gear and select Settings.

2018-05-23_11-26-38.jpg

 2. A new window will pop up. Go to the Troubleshooting tab and click the Collect Logs button.

2018-05-23_11-32-37.jpg

 

3. The collected logs will be saved.  Click Open Folder to navigate to the file.
2018-05-23_11-34-29.jpg

For Linux Machines 

The PANGPI and PANGPA logs are stored in the below location on the Linux Machine. 
/home/<user>/.Globalprotect

To collect the Client logs use the below commands on the terminal. 

user1@Labhost:~$ globalprotect
collect-log

Start collecting...
collecting network info...
collecting machine info...
copying files... 
generating final result file...
The support file is saved to /home/user/.GlobalProtect/Collect.tgz
Export the Collect.tgz file from the above given location.

For mobile devices (Android and iOS)

In GlobalProtect agents for mobile devices, you can select Help > Troubleshoot and then choose to email the logs to a recipient.

 

See also

How to Generate and Upload a Tech Support File Using the WebGUI and CLI

 



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