I encountered a Global Protect certificate error, what should I do?

I encountered a Global Protect certificate error, what should I do?

If you're encountering a Global Protect certificate error, it can hinder your connection. This guide provides step-by-step instructions for both Windows and Mac users to resolve the issue by managing your certificates effectively. Follow these steps to ensure a smooth and secure VPN experience.
For MAC User

1.  Use the Spotlight feature search and find Keychain Access, then click Systems. Locate the OLD certificate with the details highlighted below, and delete it.

You will be asked to input your Jumpcloud password again to confirm the deletion. 


2. Download the 4 latest certificates of VPN1 and AWS.

             HERE -->Download and Install New Certificate for AWS and VPN1



 3. Then import the file to Keychain “System”



4. You will be prompted to input your Jumpcloud credentials upon import. 





5. Upon completion of the importation process, double-click on the newly acquired certificate. Subsequently, select the "Trust" option located on the left-hand side of the window.



6. Select "Always Trust When Using This Certificate". After closing the window, you will be asked to input your JumpCloud password again.



7. It should resemble the image below after the certificate achieves a trusted status 



8. In order to ensure that errors do not occur and to facilitate the proper functioning of the system, it is recommended that you log out of your Global Protect account and subsequently log back in.


Select the "Settings" option from the top right of the menu. 



      Disconnect from the current session by selecting the "Sign Out" option, followed by reestablishing a connection.
For WINDOWS User
1. Go to your hidden icons on your  task bar, navigate Global Protect VPN and go to settings.


2. On General setting menu > delete all portals > Sign Out


3. close Global Protect > open Task Manager > navigate Global Protect Client on the processes tab > click End Task.



4. Once done, close Task Manager > Global Protect will automatically pop-up on the lower right side of your screen asking for Portal 
 

Please input Global Protect Portal
  1. awsvpn1.infinit-o.com (Primary Portal)
  2. vpn1.infinit-o.com (Secondary Portal)
5. It will open your JumpCloud Console, log in to it for authentication.
 You need assistance from the IT team. Submit Service Request Ticket  via 
  1. Zohodesk - Helpdesk: Open the app  in your JumpCloud User Console and submit a ticket.
  2. Email Support: it.helpdesk@infinit-o.com
  3. Phone Support:
    1. PH Number: 2-8626-3866
    2. US Number: +1 (877) 484-7228 (Standard Philippines calling rates apply)
Service Hours: 24x7
Response Times: Based on severity level (IT SLA)

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