Prisma Access : Ticket for Prisma Access

Status: Investigating

Severity: Disruption

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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:

1. Edit the GlobalProtect app configuration in your MDM.
2. Click on Add Configuration Setting.
3. Select the Induce FIPS error configuration key and add the following details:
4. Value type: String
5. 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.

1. Uninstall version 6.1.11.
2. 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.

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