Resolving "Stale Requests" and/or "DUO - Page Access Not Allowed"

Overview

Users connecting to GlobalProtect VPN may occasionally encounter one of the following authentication errors during the sign-in process:

• Stale Request
• DUO - Page Access Not Allowed

In most cases, these errors are caused by outdated or corrupted authentication cookies that are stored in the web browser used for VPN authentication. Because GlobalProtect uses SAML authentication along with Duo Multi-Factor Authentication (MFA), browser cookies play an important role in the login process.

Symptoms

While attempting to connect to the VPN, users may experience:

• A "Stale Request" page after entering credentials
• A "DUO - Page Access Not Allowed" message

Cause

GlobalProtect relies on your computer's default web browser to perform SAML and Duo authentication.

If the browser contains:

• Expired authentication cookies
• Cached SAML sessions
• Stale Duo session information

the authentication service may be unable to validate the login request, resulting in one of the errors above.

Resolution

Option 1: Clear Browser Cache and Cookies (Recommended)

Clear the cache and cookies in your default web browser, then attempt to reconnect to GlobalProtect.

After clearing the browser data:

1. Close all browser windows.
2. Disconnect GlobalProtect if it is running.
3. Reopen GlobalProtect.
4. Attempt to connect again.
5. Complete the SAML and Duo authentication process.

Option 2: Change Your Default Browser

If the issue persists, try using a different browser as your system's default browser.

Examples:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Safari (macOS)

After changing the default browser:

1. Close GlobalProtect.
2. Reopen GlobalProtect.
3. Initiate a new VPN connection.
4. Complete the authentication process in the newly selected browser.

Additional Notes

• GlobalProtect always launches the system's default browser for SAML authentication.
• Private/Incognito browsing sessions may also help determine whether the issue is related to cached browser data.
• If multiple browsers are installed, testing with another browser can quickly identify whether the issue is browser-specific.
• Clearing browser cookies will sign you out of websites where you are currently logged in.