How to Collect Logs from GlobalProtect Clients

How to Collect Logs from GlobalProtect Clients

200648
Created On 09/25/18 19:37 PM - Last Modified 02/04/21 06:55 AM


Environment
  • GlobalProtect App
  •  Windows, macOS, Linux, and mobile endpoints 


Resolution
  • There are 2 different ways that you can get log files from GlobalProtect, inside the "Troubleshoot" tab. 
  • 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.
 
  •  For Windows Clients (GlobalProtect 4.1)
  1. Start by right-clicking the GlobalProtect icon on the taskbar
2018-05-18_gplogs2.png
  1. Then hit Settings
2018-05-18_gplogs4.png
 
  1.  Click the sprocket icon in the upper right.
2018-05-18_gplogs3.png
 
  1. On the GlobalProtect Agent window, go to the Troubleshooting tab, select Logs
2018-05-18_gplogs5-start.png
 
  1. Set Log type to PanGP Service. The PanGP Service (Windows Service) logs every connection attempt and all errors encountered during that time.
  2. Set Debug Level to Debug
  3. 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
 
  1. 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. 
 
  1. 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
 
  1. This will bring up the Save Logs window. Click the Open Folder button
2018-05-18_gplogs6.png
 
  1. 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 
  1. The PANGPI and PANGPA logs are stored in the below location on the Linux Machine. 

/home/<user>/.Globalprotect

 

  1. 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
 
  1. Export the Collect.tgz file from the above given location.


 

  • For mobile devices (Android and iOS)
  1.  In GlobalProtect agents for mobile devices, you can select Help > Troubleshoot and then choose to email the logs to a recipient.

 

 



Additional Information

For additional information, please refer to the following documents:



Attachments
Actions
  • Print
  • Copy Link

    https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClaLCAS&refURL=http%3A%2F%2Fknowledgebase.paloaltonetworks.com%2FKCSArticleDetail

Attachments
Choose Language