Issues connecting to GlobalProtect Cloud Gateways if name 'Prisma Access' or address 'gpcloudservice.com' is changed

• On Panorama WebUI, the external gateway "name" and/or "address" under 'Mobile_User_Template' > GlobalProtect > GlobalProtect Portal Configuration > Agent > External Gateway, is changed
• This causes connectivity issues with GlobalProtect gateway.

• Prisma Access
• GlobalProtect

• The default name of 'Prisma Access' and the address 'gpcloudservice.com' should not be changed
• Changing it to any other name will prevent Cloud users from connecting to GlobalProtect Cloud Gateways.
• You will see the following errors in the GP Client logs installed at the end-user machines if it is changed.

• When changing the name, the user connects to the cloud portal but fails to receive the Cloud Gateway address FQDN.
• It receives the gateway address as 'gpcloudservice.com', which is not resolvable to an actual Cloud Gateway.

(P1544-T2244)Debug(3484): 06/20/22 21:14:00:116 ----Gateway Pre-login starts----
(P1544-T2244)Debug(11474): 06/20/22 21:14:00:116 Check cert of server gpcloudservice.com
(P1544-T2244)Debug( 858): 06/20/22 21:14:00:116 SSL connecting to gpcloudservice.com
(P1544-T2244)Debug( 324): 06/20/22 21:14:00:116 host is FQDN: gpcloudservice.com
(P1544-T2244)Error( 837): 06/20/22 21:14:00:116 getaddrinfo for fqdn gpcloudservice.com failed, 0.
(P1544-T2244)Debug( 565): 06/20/22 21:14:00:116 getaddrinfo of gpcloudservice.com failed with error 11001, <EF><BF><BD><EF><BF><BD><EF><BF><BD><CC><82>
<E6><82><A4><EF><BF><BD><C8><83>z<EF><BF><BD>X<EF><BF><BD>g<EF><BF><BD><CD><95>s<EF><BF><BD><EF><BF><BD><EF><BF><BD><C5><82><EF><BF><BD><EF><BF><BD>B
(P1544-T2244)Debug( 863): 06/20/22 21:14:00:116 do_tcp_connect() failed
(P1544-T2244)Error(11522): 06/20/22 21:14:00:116 ConnectSSL: Failed to connect to 'gpcloudservice.com:443'. Disconnect ssl.
(P1544-T2244)Debug(11535): 06/20/22 21:14:00:116 Cannot get server cert of gpcloudservice.com
(P1544-T2244)Debug(6216): 06/20/22 21:14:00:116 Try use ipv6 true for gateway gpcloudservice.com.
(P1544-T2244)Debug(6043): 06/20/22 21:14:00:116 Set perfer ipv6 to false for gpcloudservice.com
(P1544-T2244)Debug(6222): 06/20/22 21:14:00:116 Already tried ipv4
(P1544-T2244)Debug(6237): 06/20/22 21:14:00:116 pretunnel latency (manual gateway) is 1
(P1544-T2244)Error(3535): 06/20/22 21:14:00:116 Failed to connect to gateway gpcloudservice.com.
(P1544-T2244)Debug(5590): 06/20/22 21:14:00:116 Show Gateway PrismaAccess: The network connection is unreachable or the gateway is unresponsive. Check the network connection and reconnect.
(P1544-T2244)Info (2639): 06/20/22 21:14:00:116 Failed to retrieve info for gateway gpcloudservice.com.
(P1544-T2244)Debug(2650): 06/20/22 21:14:00:116 tunnel to gpcloudservice.com is not created.
(P1544-T2244)Debug( 610): 06/20/22 21:14:00:116 Do not retry ipv6. The remote host does not exists.
(P1544-T2244)Error(6115): 06/20/22 21:14:00:116 NetworkDiscoverThread: failed to discover external network.
(P1544-T2244)Debug(7151): 06/20/22 21:14:00:116 --Set state to Disconnected

• When changing the address, the user tries to connect the portal address to connect to the gateway.

(P2192-T4304)Debug(3484): 06/13/22 14:17:09:417 ----Gateway Pre-login starts----
(P2192-T4304)Debug(11367): 06/13/22 14:17:09:417 Check cert of server x.x.x.x <<<< GPPT address
(P2192-T4304)Debug( 788): 06/13/22 14:17:09:417 SSL connecting to x.x.x.x
(P2192-T4304)Debug( 564): 06/13/22 14:17:09:433 Network is reachable
(P2192-T4304)Debug(3616): 06/13/22 14:17:10:687 Login to gateway (null) prismaaccessaddress.gpcloudservice.com without ipv6

1. Revert the External Gateway name back to the 'default' name i. e 'Prisma Access' on the Panorama WebGUI under 'Mobile_User_Template' > GlobalProtect > GlobalProtect Portal Configuration > Agent > External Gateway > Name
2. Revert the External Gateway address back to the 'default' address i. e 'gpcloudservice.com' on the Panorama WebGUI under 'Mobile_User_Template' > GlobalProtect > GlobalProtect Portal Configuration > Agent > External Gateway > Prisma Access > Address