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Since updating to Windows 11 26H2, we're experiencing serious performance issues on all our Microsoft Surface Laptop 7 devices with Snapdragon X Elite processors (ARM)
Browsers like Edge and Chrome are very slow when loading websites or opening new tabs. WebView-based applications like Outlook and Teams are also affected.
We are using Global Secure Access client version 2.34.222 with Internet Access enabled on the latest 26h2 update based on hotpatch 10.0.26300.9711. We also tested without Hotpatch 26300.9818, but also the same experience.
Interestingly, our x64-based Windows laptops, which represent approximately 90% of our devices, are not experiencing any issues. The problem only affects our ARM64-based Surface Laptop 7 devices.
Troubleshooting already performed:
Global Secure Access built-in troubleshooter: No issues detected.
Updated all drivers, including manual updates: No improvement.
Currently running Microsoft Corporation System Hardware Update (200.0.51.0).
Disabled TLS inspection: No improvement.
Checked system resources: Devices have 32 GB RAM, with no resource issues.
Reinstalled the Global Secure Access client: No improvement.
Disabled the Global Secure Access client: Performance issues remain.
DNS: tested several DNS providers like Cloudflare and Google public DNS, not the issue (ipv4 only).
Network: tested several different networks and kind of connection: PPPoE, DHCP, fiber, cable, mobile network.
Defender: exclusion for GSA processes are deployed.
Completely uninstalled the Global Secure Access client: Everything immediately returns to normal performance.
The interesting part is that simply disabling the client does not resolve the issue. Only completely uninstalling it restores normal performance.
Since all our ARM64 devices are affected while our x64 devices work without any issues, we suspect a compatibility issue between Global Secure Access, Windows 11 26H2 and Snapdragon X Elite (ARM64).
Has anyone else experienced similar issues?
Securing internet traffic from devices with identity-aware web filtering and threat protection
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Hi,
Could you please confirm whether you installed the dedicated Global Secure Access client for Windows on ARM64? Surface Pro and Surface Laptop devices with Snapdragon processors require a separate ARM64 installer rather than the standard x64 installer. https://aka.ms/GlobalSecureAccess-WindowsOnArm
@Sreejith Reghunathan Pillai we are running the arm64 version for Surface and 64bit for our intel laptops.
@87741514 In this case, could you try downgrading the GSA client to the previous version on one of the test devices and check whether the performance improves?
Unfortunately, I don't have a Surface device available to reproduce and test this issue on my side.
Also, just checking ,are you applying any additional Windows security baselines or policies on these devices? Do you have any third-party security agents installed that could potentially interfere with the GSA client or impact its performance?