Global Protect Issue Impacting Android Users on Software Version 6.1.11 (SP-543) : Prisma Access Mobile Users
Incident
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Identified
We are currently investigating an issue affecting Prisma Access Mobile Users
Status: Investigating
Severity: Degraded
Affected Locations: Ashburn, Atlanta, Calgary, Chicago, Columbus, Ohio, Council Bluffs, Dallas, Guadalajara, Guatemala City, Los Angeles, Mexico City, Miami, Monterrey, Montreal, New York, Oregon, Panama City, Phoenix, San Francisco, San Jose, Toronto
Impact:
Our Engineering team has identified a bug impacting users on Global Protect Android Software Version 6.1.11 We have identified the Root Cause (RCA) and are currently working on a fix.
Current Status
Rollout Halted: We have officially paused the rollout of version 6.1.11. No additional users or systems will be upgraded to this version until the fix is released.
Resolution Timeline: Engineering is working on the fix. A new, corrected image is expected to be released by next week.
Workaround:
Immediate Actions & Workarounds
For customers currently on version 6.1.11 who are experiencing issues, we recommend one of the following two paths:
Option 1: Technical Workaround (Recommended for immediate stability)* Apply the following
configuration change to bypass the identified trigger:
Edit the GlobalProtect app configuration in your MDM.
Click on Add Configuration Setting.
Select the Induce FIPS error configuration key and add the following details:
Value type: String
Value: default
Option 2: Version Rollback If the configuration change does not resolve your specific use case. Global Protect version 6.1.10 remains fully supported and available.
Uninstall version 6.1.11.
Reinstall version 6.1.10 from the App Store.
Next Steps
Monitoring: Our support team is monitoring all active 6.1.11 environments.
Notification: You will receive a follow-up notification as soon as the fixed image is available in the customer portal.
We apologize for the inconvenience and are working to resolve this as quickly as possible. If you require assistance with either workaround, please contact our technical support team.
Incident has been identified and investigation is starting
Status: Investigating
Severity: Degraded
Affected Locations: Ashburn, Atlanta, Calgary, Chicago, Columbus, Ohio, Council Bluffs, Dallas, Guadalajara, Guatemala City, Los Angeles, Mexico City, Miami, Monterrey, Montreal, New York, Oregon, Panama City, Phoenix, San Francisco, San Jose, Toronto
Impact:
Our Engineering team has identified a bug impacting users on Global Protect Android Software Version 6.1.11 We have identified the Root Cause (RCA) and are currently working on a fix.
Current Status
Rollout Halted: We have officially paused the rollout of version 6.1.11. No additional users or systems will be upgraded to this version until the fix is released.
Resolution Timeline: Engineering is working on the fix. A new, corrected image is expected to be released by next week.
Workaround:
Immediate Actions & Workarounds
For customers currently on version 6.1.11 who are experiencing issues, we recommend one of the following two paths:
Option 1: Technical Workaround (Recommended for immediate stability)* Apply the following
configuration change to bypass the identified trigger:
Edit the GlobalProtect app configuration in your MDM.
Click on Add Configuration Setting.
Select the Induce FIPS error configuration key and add the following details:
Value type: String
Value: default
Option 2: Version Rollback If the configuration change does not resolve your specific use case. Global Protect version 6.1.10 remains fully supported and available.
Uninstall version 6.1.11.
Reinstall version 6.1.10 from the App Store.
Next Steps
Monitoring: Our support team is monitoring all active 6.1.11 environments.
Notification: You will receive a follow-up notification as soon as the fixed image is available in the customer portal.
We apologize for the inconvenience and are working to resolve this as quickly as possible. If you require assistance with either workaround, please contact our technical support team.
Incident has been identified and investigation is starting
This incident affects: Prisma Access Mobile Users.