Question

Palo Alto Globalprotect VPN and Volume locking

Laserfiche

Updated June 17, 2020

asked on May 15, 2020 • Show version history

Has anyone here had experience running Palo Alto Globalprotect VPN and had volumes locked when someone downloaded videos or audio from the Laserfiche Client? We seem to be having this issue and are not 100% sure if GlobalProtect is the culprit but with our workforce at home mostly and GlobalProtect being installed more and more on their computers, we are increasingly having issues with volumes locking to where all Electronic files get access denied error. Any other documents such as PDF's and or office documents are still accessible on the locked volume.

Also anyone know how long a volume remains unlocked if the Laserfiche service is not restarted. Restarting the service fixes the lock.

Laserfiche 10.4 (Rio)

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replied on June 17, 2020

We found the issue. GlobalProtect was set to route internet traffic to the user's machine instead of our network. This caused Laserfiche to lock the volume the file was on, possibly out of precaution. And would keep the volume locked for a period of time, which we still don't know how long that is exactly. We have removed that feature, and things have gone back to normal.

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replied on May 15, 2020

The client machine doesn't get involved in the communication between the Laserfiche server and the volumes that hold that data, so it's hard to see how a client VPN would fit into this. Is it possible that some change to the internal network was made? The dependency on file type is an indication that it could be something like a network filter or anti-virus, though it might not be GlobalProtect exactly.

What do you mean by the volume being locked? Do they show as locked in the admin console?

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replied on May 15, 2020

No the volume shows only as locked or in use when you click on it in the admin console. And it then gives access denied to all the view only users on weblink who want to open a video or audio file within that volume. We have over 1300 volumes (rollovers) And it is impossible to see which one is "in use" or locked. It's quite frustrating. We really only know if someone gets access denied and we look which volume the file is in and then click that volume.

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replied on May 18, 2020

Have you looked in the event viewer on the Laserfiche server machine? There may be information there related to the problem. Otherwise I'd suggest working with your SP to open a support case.

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replied on May 19, 2020

Yes no clues in the event viewer. We are slowly switching them back to different VPN software/provider which seems to fix the issue.

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Palo Alto Globalprotect VPN and Volume locking

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