By default, GlobalProtect creates debug logs to help troubleshoot issues should they arise. Use the following procedures to package the debug logs into a ZIP file and send them to the ITS Service Desk so that the issue can be identified and resolved.

Windows
Mac
iOS
Android


Windows

Right-click the GlobalProtect globe in your taskbar and select Open > Troubleshooting tab.

There set the Type to Logs, make sure the Log dropdown is set to PanGP Service and the Debug Level dropdown is set to Debug.

Click File > Collect logs, make sure all the boxes are checked, click Browse to set where the Collected.zip file will save, and click Collect.

You can then attach the ZIP file to an email and send it to the Service Desk at help@northeastern.edu.


Mac

Click the GlobalProtect globe on the Menu bar, and then click Collect to save the Collected.zip file to your home directory.

You can then attach the ZIP file to an email and send it to the Service Desk at help@northeastern.edu.


iOS

Tap Help > Troubleshoot within the GlobalProtect app, and make sure Debug Logs are set to ON.

To send the logs to the Service Desk for troubleshooting purposes, tap Email Logs. The app will collect the logs into a GPSupportinfo.zip file and attach them to an email, which you can address to the Service Desk at help@northeastern.edu.


Android

Tap the three dots > Troubleshooting within the GlobalProtect app, and make sure the Logging is set to Debug.

Fill in the Service Desk email – help@northeastern.edu.

Tap Email Logs to have the app collect the logs into a GPSupportinfo.zip file and send them as an email attachment.