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VPN drops after 1 minute - but only on xfinity
I had to update my Palo Alto Networks GlobalProtect client from 5.x to 6.2.x for a company security policy update. On upgrading, the connection to the VPN drops after 60 seconds of being connected. I also can bring my laptop to my office and it works fine on their network with the latest Palo Alto client. I really need to resolve this because I take on-call and need to be able to access company resources at any hour. Thanks for any help
___ details ___
The logs from the VPN show some kind of missed keep-alives
P1065-T28419 08/12/2025 20:30:11:887 Info (1458): --Too many outstanding keepalive and no response from GP gateway, disconnect tunnel
P1065-T28419 08/12/2025 20:30:11:887 Debug(1461): Tunnel downtime after keep-alive timeout is 54195 ms
P1065-T28419 08/12/2025 20:30:11:887 Info ( 647): VPN timeout due to keepalive, get out of ProcMonitor
P1065-T28419 08/12/2025 20:30:11:887 Debug( 663): In timeout handling, tunnel downtime is 54195 miliseconds
P1065-T28419 08/12/2025 20:30:11:887 Debug(6142): Show Gateway redact.net: Checking network availability and restoring VPN connection when network is available.
My modem is in bridge mode with a modern wifi router connected to it. This also occurs in non-bridge mode. I connected to my next door neighbor's wifi and it has the same problem and we share the same provider. I tried using TCP instead of IPSec/UDP and the problem occurs. I've also reached out to my IT department but they don't see anything wrong on their side.
Ping info:
--- 1.1.1.1 ping statistics ---
100 packets transmitted, 100 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 19.638/27.299/42.299/3.473 ms
Modem is Arris TG3482G
Some debug info copied from the modem
## Downstream Channels
| Channel ID | Lock Status | Frequency (Hz) | SNR (dB) | Power Level (dBmV) | Modulation |
|------------|-------------|----------------|------------|--------------------|------------|
| 20 | Locked | 531000000 | 40.946209 | -3.599998 | QAM256 |
| 4 | Locked | 435000000 | 40.946209 | -3.900002 | QAM256 |
| 12 | Locked | 483000000 | 40.946209 | -4.000000 | QAM256 |
| 28 | Locked | 579000000 | 40.946209 | -4.099998 | QAM256 |
| 1 | Locked | 417000000 | 40.946209 | -3.599998 | QAM256 |
| 2 | Locked | 423000000 | 40.946209 | -3.700001 | QAM256 |
| 3 | Locked | 429000000 | 40.946209 | -3.900002 | QAM256 |
| 5 | Locked | 441000000 | 40.946209 | -3.900002 | QAM256 |
| 6 | Locked | 447000000 | 40.366287 | -3.900002 | QAM256 |
| 7 | Locked | 453000000 | 40.946209 | -4.299999 | QAM256 |
| 8 | Locked | 459000000 | 40.946209 | -4.099998 | QAM256 |
| 9 | Locked | 465000000 | 40.946209 | -4.000000 | QAM256 |
| 10 | Locked | 471000000 | 40.946209 | -4.200001 | QAM256 |
| 11 | Locked | 477000000 | 40.946209 | -4.200001 | QAM256 |
| 13 | Locked | 489000000 | 40.366287 | -3.700001 | QAM256 |
| 14 | Locked | 495000000 | 40.946209 | -4.000000 | QAM256 |
| 15 | Locked | 501000000 | 40.366287 | -4.099998 | QAM256 |
| 16 | Locked | 507000000 | 40.366287 | -3.700001 | QAM256 |
| 17 | Locked | 513000000 | 40.946209 | -3.599998 | QAM256 |
| 18 | Locked | 519000000 | 40.366287 | -3.700001 | QAM256 |
| 19 | Locked | 525000000 | 40.946209 | -3.799999 | QAM256 |
| 21 | Locked | 537000000 | 40.366287 | -3.799999 | QAM256 |
| 22 | Locked | 543000000 | 40.946209 | -4.000000 | QAM256 |
| 23 | Locked | 549000000 | 40.366287 | -4.000000 | QAM256 |
| 24 | Locked | 555000000 | 40.946209 | -4.000000 | QAM256 |
| 25 | Locked | 561000000 | 40.366287 | -3.900002 | QAM256 |
| 26 | Locked | 567000000 | 40.946209 | -4.099998 | QAM256 |
| 27 | Locked | 573000000 | 40.366287 | -4.099998 | QAM256 |
| 29 | Locked | 585000000 | 40.366287 | -4.299999 | QAM256 |
| 30 | Locked | 591000000 | 40.946209 | -4.500000 | QAM256 |
| 31 | Locked | 597000000 | 40.366287 | -4.500000 | QAM256 |
| 32 | Locked | 603000000 | 40.366287 | -4.500000 | QAM256 |
| 193 | Locked | 959800000 | 38.420000 | -11.099998 | OFDM |
## Upstream Channels
| Channel ID | Lock Status | Frequency (Hz) | Symbol Rate | Power Level (dBmV) | Modulation | Channel Type |
|------------|-------------|--------------------|-------------------|--------------------|------------|-----------------|
| 4 | Locked | 35600000 | 5120 KSym/sec | 52.270599 | 64QAM | US_TYPE_ATDMA |
| 41 | Locked | 39900000–84275000 | 0 KSym/sec | 59.182629 | OFDMA | US_TYPE_OFDMA |
## Codeword Errors
| Channel ID | Unerrored Codewords | Correctable Codewords |
|------------|---------------------|-----------------------|
| 20 | 2433871770 | 0 |
| 4 | 2432436192 | 0 |
| 12 | 2432445127 | 11 |
| 28 | 2432449818 | 0 |
| 1 | 2432454284 | 28 |
| 2 | 2432440589 | 35 |
| 3 | 2432459386 | 30 |
| 5 | 2432463897 | 0 |
| 6 | 2432473031 | 0 |
| 7 | 2432445598 | 0 |
| 8 | 2432477698 | 0 |
| 9 | 2432468627 | 0 |
| 10 | 2432482246 | 0 |
| 11 | 2432486839 | 0 |
| 13 | 2432496012 | 0 |
| 14 | 2432500664 | 0 |
| 15 | 2432432547 | 0 |
| 16 | 2432491554 | 0 |
| 17 | 2432505250 | 0 |
| 18 | 2432509764 | 0 |
| 19 | 2432514298 | 0 |
| 21 | 2432519290 | 0 |
| 22 | 2432542050 | 0 |
| 23 | 2432546572 | 0 |
| 24 | 2432528566 | 0 |
| 25 | 2432532897 | 0 |
| 26 | 2432551261 | 0 |
| 27 | 2432556099 | 0 |
| 29 | 2432537914 | 0 |
| 30 | 2432560579 | 0 |
| 31 | 2432565073 | 0 |
| 32 | 2432569688 | 0 |
| 0 | 0 | 0 |
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