VPN User Guide
WHAT IS A VPN?
VPN stands for Virtual Private Network. It is a tool that protects the data transmitted over the internet. It encrypts internet traffic so only the sender and receiver can see it. The VPN solution used by Ostra is called GlobalProtect.
When should I be connected to the VPN?
Whenever you are accessing your work environment, you should ensure that your computer is connected to the VPN. This is especially important if using a public wi-fi or shared internet connection. If you have a firewall in your office, you do not need to connect to the VPN.
Why should I be connected to the VPN?
Using the VPN protects your work environment by hiding your online activity (including passwords and sensitive information) to keep it safe from hackers and snoopers.
Will the VPN slow down my internet?
The VPN encrypts all the information being exchanged to and from your computer to keep it private. That process requires a very small amount of time and it is not noticeable with a normal and stable internet connection.
HOW DO I OPEN GLOBALPROTECT?
Apple
Click on the Global Protect icon on the top right of your screen.
Windows
Click on the Global Protect icon in your taskbar.
OR
Type “GlobalProtect” in your search box and click Open.
AM I CONNECTED?
Your computer will be connected to the VPN with your login credentials upon installation of GlobalProtect. If your organization uses M365 or Google Workspace for VPN login authentication, you will only need to ensure you are logged in there.
When you open GlobalProtect, it should say “Connected” or “Enabled”. Most users are connected to an Always-On VPN portal (AOVPN). If you are using an AOVPN, your computer stays connected unless you disable it.
WHEN SHOULD I DISABLE THE VPN?
If a website is not loading, try disabling the VPN. If the page loads, that means that the VPN was blocking it. Please email support@ostra.net with the URL to request safelisting the site on the VPN. If the site is still not loading after you disable, the issue is not the VPN and could be caused by a number of other reasons (e.g., internet outage, webpage down, misspelled URL.)
IMPORTANT: Do NOT continue to the site with a disabled VPN, especially if it is not a site that you regularly use. Indicate if there is great urgency when you request safelisting to escalate priority.
If your internet connection is very slow (especially on video calls and other activities that use a lot of bandwidth), disabling the VPN might help alleviate the problem. Contact Ostra Support for troubleshooting slowness. If the issue persists, you should consult with your internet service provider (ISP) to troubleshoot or upgrade your bandwidth.
IMPORTANT: Do NOT disable the VPN if you are using a public wi-fi.
HOW DO I DISABLE THE VPN?
Click on the burger icon (≡) and select Disable or Disconnect. You may be prompted to enter a reason (e.g., unable to access site, very slow internet speed, using connection protected by a firewall) and click OK.
The AOVPN will reconnect automatically after 4 hours. To reconnect sooner, select Enable or Connect.
I AM NOT CONNECTED. WHAT DO I DO?
Check that you have an internet connection and that it is stable. Check the status page for your ISP for any known outages in your area.
Check that your credentials are still stored in GlobalProtect. If they are no longer stored and you do not have them saved, email support@ostra.net to request a secure link to your credentials.
OR
If login authentication for your company is via Microsoft 365 or Google Workspace, check that you are logged into that account.
Still can't connect? Email support@ostra.net to request assistance.
I AM TRAVELLING. WILL THE VPN STILL WORK?
The VPN portal has geolocation blocks that prevent use in countries known for cyber threats. When travelling, email support@ostra.net in advance with dates and countries so an exception can be made to allow that traffic. If you forget to notify Support in advance, Ostra will make every effort to allow it as soon as possible.
If you have questions regarding this guide or find any errors, please email onboarding@ostra.net.