GP Agent cannot connect to GW due to the error "The virtual adapter was not set up correctly due to a delay"

41666

Created On 04/11/23 10:11 AM - Last Modified 06/13/23 07:30 AM

GlobalProtect Agent

GlobalProtect App

GlobalProtect

Symptom

The GP agent is not able to connect to a gateway and the logs show the error "The virtual adapter was not set up correctly due to a delay. GlobalProtect will try again soon. If the issue persists, please restart your system."
Certain GP logs are not correctly populated like systeminfo.log, serviceinfo.log, or nicinfo.log.

Environment

OS Windows 10 and Windows 11.
Any GP agent version.

Cause

For some reason, WMI(Windows Management Instrumentation) is not working properly.
Since GP Agent relies on WMI to run some tasks, the WMI problem impacts the normal working of GP agent.

Resolution

Generate GP logs.
Confirm the GP agent is correctly installed, open the logs setupapi.dev.log, and check the driver installation:
The following output indicated the GP agent is correctly installed:
```
 >>>  [Install network driver - PanGpd]
--- Ommitted putput ----
     dvi: Install finished for ROOT\PANGPD\0000
--- Ommitted putput ----
<<<  [Exit status: SUCCESS]
```
If the Agent is not correctly installed, uninstall and install again following the instructions in the next KB Article.
https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Cm5eCAC
Check the log serviceinfo.log, that log gets information directly using WMI. If the log shows the following output or similar, there is a problem with the WMI:
```
ERROR:

Description = Invalid namespace
```
You can also check other logs to confirm like ProcessInfo.log or NicConfig.log.
Open cmd as administrator and run the following command to check the WMI:
```
wmimgmt.msc 
```
The next screen will appear:

From there, right-click on WMI Control (local) > properties, and a successful connection should be seen, if it is not able to connect the WMI, this confirms the WMI problem.

Example of a successful connection:
In the CMD, run the following command to confirm if the repository is OK:
```
winmgmt /verifyrepository
```
If the output is different than "WMI Repository is consistent", there is a problem with WMI repository, the following commands can help to fix the repository issue:
```
winmgmt /salvagerepository
winmgmt /resetrepository
```

If until now, the issue persists, run the following script using the CMD (this can take some minutes):

@echo off
sc config winmgmt start= disabled
net stop winmgmt /y
%systemdrive%
cd %windir%\system32\wbem
for /f %s in ('dir /b *.dll') do regsvr32 /s %s
wmiprvse /regserver
winmgmt /regserver
sc config winmgmt start= auto
net start winmgmt
for /f %s in ('dir /s /b *.mof *.mfl') do mofcomp %s

Once the script finishes, check again the WMI status (Step 4), if the issue persists, contact Microsoft support to get help on how to fix the WMI problem.

Additional Information