Status: investigating

Status: Investigating

Severity: Degraded

Locations: Ashburn, Auckland, Bogota, Brasilia, Brisbane, Calgary, Chennai, Chia, Chicago, Colombo, Dallas, Denver, Dubai, Guadalajara, Hong Kong, Hyderabad, Islamabad, Jeddah, Jerusalem, Karachi, Lahore, Lima, Los Angeles, Manama, Melbourne, Mexico City, Miami, Moncks Corner, Monterrey, Mumbai, New Delhi, New York City, Osaka, Perth, Phoenix, Port Moresby, Quebec, Rio de Janeiro, Riyadh, Salt Lake City, San Francisco, San Jose, Sao Paulo, Seoul, Singapore, Sydney, The Dalles, Tokyo, Toronto

Impact:

We are actively investigating an issue where users running iOS version 26.6 with GlobalProtect App version 6.3.3-18 are unable to establish a secure VPN connection. This is impacting the upgraded users' access to corporate networks and internal resources following a recent software update that was being slow rolled (now paused).

Observed Symptoms:

Affected users on iOS 26.6 / GP 6.3.3-18 may experience:

Authentication Failures & Connection Timeouts: Inability to authenticate or connect to the GlobalProtect portal and gateways.

The Prisma Access Engineering team are actively working on this. The engineering team will share periodic status updates as new information becomes available or as significant milestones are reached

Workaround:

Workaround Steps

Evaluate Disabling Multi-Portal (For IT Administrators — Optional)

Action: If your environment utilizes Multi-Portal configurations, assess whether your business operations can temporarily run without this feature enabled. If feasible for your organization, temporarily disable the Multi-Portal setting on the GlobalProtect Portal/Gateway configuration.

Note: Do not disable Multi-Portal if doing so disrupts other critical business workflows dependent on this configuration.

Result: For organizations where this change is permissible, disabling Multi-Portal has successfully restored connectivity for users on iOS 26.6 without requiring individual end-user intervention.

For non multi portal customers, the engineering team is working on a releasing a hotfix

An incident has been identified. We are actively investigating to restore services.