Mac VPN Connection Issues: Rename Fix and Built-in Client Backup

If you are on a Mac and GlobalProtect signs you in but never finishes connecting, the most common cause is a space or special character in your Mac's device name. Renaming the device fixes it, and that is the first thing to try. If you need access right away, or renaming does not resolve it, you can use the built-in VPN client as a backup, which is covered further down.

Mac: Rename Your Device (Recommended Fix)

This applies to Macs only. If GlobalProtect completes the login page but then sits at "Connecting" and never connects, check whether your Mac's name contains a space, apostrophe, parentheses, or other special character (for example, "Jane's MacBook" or "MacBook Pro (4)").

1. From the Apple menu, open System Settings, click General, then click About.
2. Find the Name field and change it so it contains only letters, numbers, and hyphens. Remove any spaces, apostrophes, parentheses, or other special characters (avoid underscores as well). For example, change "Jane's MacBook Pro" to "Janes-MacBook-Pro".
3. Restart your Mac. The change does not take full effect until you reboot.
4. Open GlobalProtect and connect again.

Backup Method: Built-in VPN Client

If you need access right away, or renaming and restarting does not resolve it, you can connect using the Cisco IPsec client built into macOS, iPhone, and iPad. This is a backup to GlobalProtect, which remains the standard method (standard VPN guide). There is no equivalent built-in option on Windows.

Before You Begin

• You will need your Emerson username and password.
• You will need Duo set up on your phone so you can approve a push notification when you connect.

Set Up the Backup VPN on a Mac

1. From the Apple menu, open System Settings.
2. Click VPN in the sidebar.
3. Click the dropdown arrow next to the + button near the bottom right, then choose Cisco IPsec.
4. Enter the following:
   • Display Name: Emerson VPN
   • Server Address: vpn2.emerson.edu
   • Account Name: emerson\ followed by your Emerson username (for example, emerson\jane_doe)
   • Password: your Emerson account password
5. Under Authentication, enter the following:
   • Type: Shared Secret
   • Shared Secret: emerson (all lowercase)
   • Group Name: Emerson
6. Click Create.
7. Turn on the Emerson VPN toggle. Approve the Duo push on your phone, and you will be connected.

Set Up the Backup VPN on an iPhone or iPad

1. Open Settings, tap General, then tap VPN & Device Management.
2. Tap VPN, then tap Add VPN Configuration….
3. Tap Type, choose IPsec, then tap back. The Cisco logo will appear at the top of the screen.
4. Enter the following:
   • Description: Emerson VPN
   • Server: vpn2.emerson.edu
   • Account: your Emerson username (for example, jane_doe)
   • Password: your Emerson account password
   • Leave Use Certificate turned off.
   • Group Name: Emerson
   • Secret: emerson (all lowercase)
5. Tap Done.
6. Back on the VPN screen, turn the Status switch on. Approve the Duo push on your phone, and you will be connected.

Reconnecting

Once the configuration is saved, you do not need to set it up again.

• Mac: Go to System Settings > VPN, turn on the Emerson VPN toggle, and approve the Duo push.
• iPhone or iPad: Go to Settings > General > VPN & Device Management > VPN, turn the Status switch on, and approve the Duo push.

Disconnecting

When you are done using resources that require the VPN, turn the connection back off.

• Mac: System Settings > VPN, then turn off the Emerson VPN toggle.
• iPhone or iPad: Settings > General > VPN & Device Management > VPN, then turn the Status switch off.