GlobalProtect Error: Another Copy is Already Running after Upgrade

A knowledge base article about GlobalProtect Error: Another Copy is Already Running after Upgrade provided by the UC Berkeley IT Service Hub - Knowledge Portal

GlobalProtect Warns Another Copy is Running

Users with centrally managed desktops, like the Berkeley Desktop Service, may receive an error message after being prompted to upgrade GlobalProtect after connecting. 

This is usually the series of events:

  1. User logs into vpn.berkeley.edu using GlobalProtect
  2. User is prompted to upgrade to a newer version of GlobalProtect
  3. User approves the upgrade, and it begins in the background
  4. When completed the old copy of GlobalProtect will shutdown, and the new version will start
  5. The user will immediately receive warnings about multiple copies of GlobalProtect running and will be unable to connect to the VPN.

To fix this issue the user must uninstall both copies of GlobalProtect, and then install a new copy from the BigFix (Windows) or Self Service (macOS) tool.

macOS for Managed Computers

  1. Open the Self Service app
  2. Scroll down the applications list until you get to GlobalProtect VPN for bSecure
  3. Click the Uninstall button under it
  4. Once it has completed, reboot
  5. After your computer has started and you have logged in, check to see if the GlobalProtect icon is visible
    • The icon would be in the system tray, also known as menu bar extras or status menu in the right hand of the menu bar
    • If the icon still appears, please open a ticket with your desktop support group so they can manually remove the application  as an admin
  6. If it is not running, open the Self Service app again
  7. Scroll down to GlobalProtect VPN for bSecure, and click Install
  8. Because your computer is already running, you may need to start it manually from the Applications folder
  9. If it starts without generating an error, it is ready to be used.
  10. If you receive the error again, please open a ticket with your desktop support group so they can manually remove the application as an admin.

Windows for Managed Computers

  1. Launch the BigFix app
  2. Search for GlobalProtect
  3. Select Palo Alto VPN GlobalProtect Uninstall
  4. Click the Accept button to start the uninstall
  5. Watch the BigFix progress tab for the uninstall to finish
  6. Once it has completed, reboot
  7. After your computer has started and you have logged in, check to see if the GlobalProtect icon is visible
    • The icon would be in the system tray, you may need to click the small arrow to expand the list of icons in the system tray to find it
    • If the icon still appears, please open a ticket with your desktop support group so they can manually remove the application  as an admin
  8. If it is not running, open the BigFix app again
  9. Search for GlobalProtect
  10. Select Palo Alto VPN GlobalProtect Install
  11. Click the Accept button to start the install
  12. Watch the BigFix progress tab for the uninstall to finish
  13. Because your computer is already running, you may need to start it manually from the Start Menu
  14. If it starts without generating an error, it is ready to be used.
  15. If you receive the error again, please open a ticket with your desktop support group so they can manually remove the application as an admin.