Common Issues and Fixes for CUNY Multi Factor Authentication (MFA)
Common Issues:
1. Issue: Not seeing “Open GlobalProtect” Prompt window:
Fix: Click on “click here” to launch GlobalProtect. Important Note: You must click on "Open GlobalProtect" twice, in two different popup browser tabs.
2. Issue: GlobalProtect VPN will not connect:
Fix 1: Make sure PC is up to date with Software updates and then Restart PC to connect again.
Fix 2: Refresh Connection and re-authentication CUNY MFA
- Click on the hamburger button and click on "Refresh Connection"
- If prompt, click on Connect
- In the popup browser window enter you CUNYfirst Credentials:
- Click on Enter OTP from device. Important Note: Make sure "Remember Choice" is NOT flipped on.
- Enter the OTP code from your Authenticator app and click verify
- Click "Open GlobalProtect" in the popup browser tab. Important Note: You must click this popup prompt twice. The second prompt will appear a few seconds after the first, in a new tab.
- GlobalProtect should now be connected. Important Note: You may need to wait a couple seconds for a successful connection after clicking on the second "Open GlobalProtect" prompt.
3. Issue: Stuck on "Processing Request...":
Fix: Remove Default. The user has set their default factor when configuring the profile during their initial set-up.
- Go to, https://ssologin.cuny.edu/oaa/rui and log in with you CUNYfirst credentials:
- It will go through the "Processing Request" screen and prompt for your OTP code. Enter the OTP code and verify:
- Click 'Allow" on the next screen:
- Under "Authentication Factors", you will noticed your Mobile Authenticator - TOTP is set as "Default":
- Click on the three dots "..." and click on "Remove Default". It will automatically save.
- Go back to GlobalProtect VPN, click on "Refresh Connection" and try again to connect to VPN.
4. Issue: GlobalProtect authentication shows in the embedded browser instead of your default browser.
A blank white screen is loaded when you try to connect:
Fix: Reinstall GlobalProtect VPN with DEFAULTBROWSER attribute set to =YES:
- On a browser, go to https://gpvpn.qc.cuny.edu. Log in with your CUNYfirst credentials:
- Click "Enter OTP from device.."
- Enter the OTP code from your Authenticator app and click verify:
- Once verified, download the installer for your system:
- Locate the downloaded file, (example: Downloads Folder)
- Click on the Start Menu and type "CMD" then click "Open":
- In the Command Prompt window, type: "msiexec /i " (There is a space after "/i")
- Drag and drop the GlobalProtect64.msi file into the Command Prompt window, then add a spacebar and type DEFAULTBROWSER=YES. Hit Enter.
Important Note: The full command is msiexec /i "Path to GlobalProtect MSI file" DEFAULTBROWSER=YES
- Select "Remove GlobalProtect" and click Finish:
- In the User Account Control window click on "Yes":
- After the software has been successfully removed. Click on "Close"
- Go back to the Command Prompt windows and press the up arrow on your keyboard. This will bring up the previous entered command again. Press Enter:
- The GlobalProtect Setup Wizard will start, click "Next" on the next couple screens:
- In the User Account Control window click on "Yes":
- After GlobalProtect has been successfully installed. Click "Close" to exit the installer.
- Try again to connect with GlobalProtect. Click on "Get Started", enter the portal address: gpvpn.qc.cuny.edu and click on Connect:
