VPN – Iscte-Informática

I can’t connect to the VPN because I can’t use the MFA app. What should I do?

If you can’t connect to the VPN because you can’t access or use the MFA app (e.g. Okta Verify), check if:

You have changed your phone or personal device.
The Okta Verify app (or another authentication app, such as Google Authenticator) has been uninstalled.

In these cases, you should contact us by creating a service request on our iAjuda service portal or by sending a message via WhatsApp to +351 917 308 650. Our service will reset the MFA, allowing you to reconfigure multifactor authentication. For more information, see our support page.

How do I resolve the ‘Connection failed’ error?

Atualizado/Updated: 2025-03-13

PT

If you have MFA configured and you get the error ‘Connection Failed’ as shown in the image below:

You should follow these steps:

For Windows computers, you’ll need to make sure you’ve installed the correct version of the 32/64-bit VPN.
Check that you don’t have the IP and DNS configured manually (e.g. 8.8.8.8 or 8.8.4.4).
If you have antivirus software, we recommend disabling pop-up blocking in your browser. Or choose another browser as your default.
Alternatively, uninstall the VPN (GlobalProtect):
– Windows » via Control Panel > Select Programs > Programs and Features and after uninstalling restart the computer. Then install and configure the VPN again.
– MacOS » run globalprotect Setup > continue/next > select ”Uninstall GlobalProtect.” After uninstalling, restart the computer. Then install and configure globalprotect (VPN) again.
Check your device’s processor. If you have an ARM processor, you should remove the installed version, restart the computer and install the version from this link.

How do I install a VPN on a Mac with an old version of macOS?

Atualizado/Updated: 2025-03-11

If your MacOS operating system is older than Bing Sur 11.7.10, you must use the following file to install the VPN: GlobalProtect(old).pkg
In this case, do not update the VPN or it will stop working.

How to install VPN on a device with an ARM CPU?

If you are going to install the GlobalProtect VPN on a device with an ARM processor (e.g. Snapdragon), you will need to use the version compatible with this system.
To do this, download and install the following file: GlobalProtectARM64-6.3.2.1-525.msi