Common Issues and Fixes for CUNY Multi Factor Authentication (MFA)
Common Issues:
1. Issue: Not seeing “Open GlobalProtect” Prompt window:
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Fix: Click on “click here” to launch GlobalProtect. Important Note: You must click on "Open GlobalProtect" twice, in two different popup browser tabs.
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2. Issue: GlobalProtect VPN will not connect:
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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"
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- If prompt, click on Connect
- In the popup browser window enter you CUNYfirst Credentials:
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- Click on Enter OTP from device. Important Note: Make sure "Remember Choice" is NOT flipped on.
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- Enter the OTP code from your Authenticator app and click verify
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- 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.
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- 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.
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3. Issue: Stuck on "Processing Request...":
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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:
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- It will go through the "Processing Request" screen and prompt for your OTP code. Enter the OTP code and verify:
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- Click 'Allow" on the next screen:
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- 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.
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- Go back to GlobalProtect VPN, click on "Refresh Connection" and try again to connect to VPN.
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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:
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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.."
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- Enter the OTP code from your Authenticator app and click verify:
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- Once verified, download the installer for your system:
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- Locate the downloaded file, (example: Downloads Folder)
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- Click on the Start Menu and type "CMD" then click "Open":
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- In the Command Prompt window, type: "msiexec /i " (There is a space after "/i")
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- 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
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- Select "Remove GlobalProtect" and click Finish:
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- In the User Account Control window click on "Yes":
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- After the software has been successfully removed. Click on "Close"
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- 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:
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- The GlobalProtect Setup Wizard will start, click "Next" on the next couple screens:
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- In the User Account Control window click on "Yes":
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- After GlobalProtect has been successfully installed. Click "Close" to exit the installer.
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- Try again to connect with GlobalProtect. Click on "Get Started", enter the portal address: gpvpn.qc.cuny.edu and click on Connect:
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