Fixing when clicking Connect in GlobalProtect VPN for Windows does nothing

Overview

GlobalProtect may install successfully on a Windows device but still fail to function if the incorrect client version is installed.

We are seeing an increase in incidents where users install the Windows x86 (Intel/AMD) version of GlobalProtect on ARM-based devices (e.g., Microsoft Surface Pro X, Surface Pro 9 ARM).

Although the installation completes, the client will not function properly on ARM devices.

Symptoms

Users may experience the following behavior:

• Clicking Connect does nothing
• Connection attempts fail silently
• Error message displayed:
  “Connection Failed”

Cause

This issue occurs when:

• The x86 version of GlobalProtect is installed on a device with an ARM processor

ARM-based systems require a separate ARM-compatible GlobalProtect client, which is not interchangeable with the standard Windows installer.

Resolution

If the device is ARM-based:

1. Uninstall the currently installed version of GlobalProtect
2. Download and install the ARM-specific client:
   • GlobalProtect VPN for ARM Devices
3. Reconnect to the VPN

How to Check Your Windows Processor Type

1. Open Settings
2. Navigate to System → About
3. Locate Device specifications
4. Review the System Type field:
   • ARM-based processor → Requires ARM version of GlobalProtect 
   • Intel or AMD processor → Use standard (x86/x64) version