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Error
Common errors are “Unable to get property ‘j_username’ of an undefined or null reference" or "Web Login Service - Stale Request." Below are listed a couple methods to solve this issue.
Note: Access to the VPN is available to current students, faculty, and staff. If you have questions or need assistance with requesting VPN access, please contact the Service Desk.
Table of Contents
Possible Solutions
- Instead of pressing Enter on your keyboard to log in, click Login after entering your UTD credentials.
Note: Visit
KA 1185 for more information regarding VPN Stale Request.
- Open GlobalProtect > Settings.
- From the list of Portals under "Manage Portals", select utdvpn.utdallas.edu > Delete.
- Click the Delete button again to confirm.
- Click the Add button, and enter
utdvpn.utdallas.edu when prompted for a portal address.
- Try reconnecting to the VPN; you should not see a script error when logging in.
- Open the Start menu and search for "Settings."
- On the left column, select Apps > Default Apps.
- Locate and select your preferred browser from the Default Apps list, then select Set Default.
- Return to "Default Apps", scroll to the bottom of the screen and select Choose Defaults by File Type.
- Locate and click .shtml and assign it to your preferred default browser.
- Open the Start menu and search for "Internet Properties."
- In your new window under "General", click Delete... located in "Browsing history."
- Check all boxes except Preserve Favorites website data, History, and Download History.
- Click Delete and try connecting to GlobalProtect again.
- Open the Start menu and search for "Control Panel".
- Select Program and Features > Global
- Find GlobalProtect from the list > right-click to Uninstall > Yes.
- Open File Explorer and go to the following path
C:\Program Files\Palo Alto Networks.
- Delete the GlobalProtect folder located in "C:\Program Files\Palo Alto Networks."
- Press the Windows Key + R to open the Run dialog, and type
%LocalAppData% (with the percent signs) > Enter.
- This should bring up another file explorer window.
- In that window, select the Palo Alto Networks folder > Delete.
- Reinstall using the instructions here.
This error message appears when installing GlobalProtect due to permissions set in a temporary directory and will need to be bypassed by installing as an administrator.
- Hit [Win]+R keys or click on the Windows menu to open the Run window
- Type CMD and the system will display "Command Prompt"
- Hit [CRTL]+[SHIFT]+[ENTER] to start the command prompt as administrator
- On the command line, enter the full file address path to the MSI download file
Note: Make sure overdue/outstanding Windows updates are installed. Go to Windows Update in your device to make sure “You’re up to date.”