How to Use GlobalProtect VPN

Overview

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.

 

Before You Begin

  • You must have an active TWU account (i.e., “@twu.ca” credentials).
  • GlobalProtect must be installed on your device. If it is not installed, contact the ServiceHub.

 

Connecting to GlobalProtect VPN

Windows

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

 

  1. Click the icon to open the GlobalProtect panel.

 

  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.

 

 

 

Troubleshooting

"Cannot connect to portal" / Portal unreachable

Check the following:

  • Confirm you have an active internet connection.
  • Verify the portal address is set to vpn1.twu.ca
  • 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, in the popup window click on Sign out and sign in again.

 

 

Authentication Failed / Incorrect Credentials

Check the following:

  • Ensure you are using your full TWU username (e.g. jdow@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

Check the following:

  • 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.

 

GlobalProtect Icon Is Missing

Locate the application:

  • Windows: Search for "GlobalProtect" in the Start Menu and launch it.
  • If the application is not installed, submit a request through the ServiceHub portal.

 

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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