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Global Protect Issue Impacting Android Users on Software Version 6.1.11 (SP-543) : Prisma Access Mobile Users

Incident Report for Prisma SASE

Resolved

Status: Resolved

Severity: Degraded

Locations: Ashburn, Calgary, Chicago, Dallas, Denver, Guadalajara, Los Angeles, Mexico City, Miami, Moncks Corner, Monterrey, New York City, Phoenix, Quebec, Salt Lake City, San Francisco, San Jose, The Dalles, Toronto

Impact:

GlobalProtect Android v6.1.2 is being published via staged rollout. This version will be available to all customers via the Google Play Store by March 20th, 2026 assuming no issues are reported during the rollout.

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.

The incident has been fully resolved and all services are operational.

Posted Mar 27, 2026 - 17:08 UTC

Update

Update: Changes to Customer Impact.

Status: Monitoring
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
Customer Impact: GlobalProtect Android v6.1.2 is being published via staged rollout. This version will be available to all customers via the Google Play Store by March 20th, 2026 assuming no issues are reported during the rollout.
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.

We are continuing to monitor the situation.

Posted Mar 16, 2026 - 18:41 UTC

Monitoring

Update: Status changed to Monitoring.

Status: Monitoring
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
Customer 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.

We are continuing to monitor the situation.

Posted Mar 16, 2026 - 18:33 UTC

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

Posted Mar 04, 2026 - 19:56 UTC

This incident affected: Prisma Access (Mobile Users, Remote Networks, Service connections, Explicit Proxy, ZTNA Connector).