How to Use GlobalProtect VPN

Table of Contents

  1. Introduction / Description
  2. Instructions
  3. Frequently Asked Questions
  4. Getting Help

Introduction / Description

GlobalProtect is the university's VPN (Virtual Private Network) client. It creates a secure, encrypted connection between your device and the TWU network, allowing you to access on-campus resources like shared drives, internal systems, and licensed software from off campus.

This article walks you through connecting to the GlobalProtect VPN on both Windows and Mac, and covers the most common connection problems and how to resolve them.

Instructions

Before You Begin

  • You must have an active TWU account (i.e., “@twu.ca” credentials).
  • Search for "GlobalProtect" in the Start Menu and launch it.

  • If the application is not installed, submit a request through the ServiceHub portal.
  • GlobalProtect must be installed on your device. If it is not installed, contact the ServiceHub.

Connecting on Windows

Step 1 – Open GlobalProtect

  1. Locate the GlobalProtect icon in your system tray. The icon looks like a globe.

  1. Click the icon to open the GlobalProtect panel.

Step 2 – Connect and Sign In

  1. Click Connect.
  2. When prompted, sign in with your TWU username and password.
  3. If Multi-Factor Authentication (MFA) is enabled, approve the sign-in request via the Microsoft Authenticator app or your configured MFA method.
  4. Once connected, the globe icon turns light blue/green and displays Connected.

 

Connecting on Mac

Step 1 – Open GlobalProtect

  1. Find the GlobalProtect application with Search (Apple key + spacebar). The icon looks like a globe.
  2. Click to start the application and connect.

Step 2 – If the App Is Not Installed

If you can't find the application on your computer, contact the TWU ServiceHub.

 

Frequently Asked Questions

"Cannot connect to portal" / Portal unreachable.

  • Confirm you have an active internet connection.
  • Verify the portal address is set to vpn1.twu.ca.

  • Restart the PanGPS service: click Start (Windows icon), type Services in the search box, click Services, scroll down to the PanGPS service, and click Start or Restart. Then try connecting to the VPN again.

  • If that fails, try a different network (e.g. switch from Wi-Fi to a mobile hotspot) to rule out ISP-level blocking.
  • Click the menu bars on the right, then in the popup window click Sign out and sign in again.

Authentication failed / incorrect credentials.

  • Ensure you are using your full TWU username (e.g. jdoe@twu.ca).
  • Verify your password by signing in to Outlook at outlook.office.com.
  • If your account is locked, contact the ServiceHub.

MFA prompt not received.

  • Open the Microsoft Authenticator app and look for a pending approval request.
  • Ensure the Authenticator app is up to date.
  • If you no longer have access to your registered MFA device, contact the ServiceHub immediately.

Getting Help

If you continue to experience issues after following the steps above, contact the TWU ServiceHub:

  • Portal: https://servicehub.twu.ca
  • Email: hub@twu.ca

Please include your device type, operating system version, and any error messages when contacting support.

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