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Cannot connect to my University machine

New Contributor

Cannot connect to my University machine

Hello,

I'm trying to connect to my machine at my University with PulseSecure. I repeteadly asked to the IT service at my University, without getting any solution. My laptop is a 2019 MacBook Pro.

 

Whenever I start a connection, I can see that PulseSecure is trying to connect, but it remains in that state indefinitely. Do you have any advice? Thanks.

8 REPLIES 8
Moderator
Moderator

Re: Cannot connect to my University machine

What is version of MacOS and Pulse secure client ?

Are you able to login from Browser?
New Contributor

Re: Cannot connect to my University machine

Hi Ray, PulseSecure is 9.0.4 while MacOS is Mojave 10.14.5. I also tried connecting to PulseSecure from browser (Safari and Firefox), it gets stuck to the loading screen. If you need any other information please let me know, thanks.

Moderator
Moderator

Re: Cannot connect to my University machine

Can you please send a screenshot of the page where the process gets stuck?
New Contributor

Re: Cannot connect to my University machine

Hi Ray, the first is a connection via browser

https://ibb.co/LJRCCXy

the second via PulseSecure installed on my laptop

https://ibb.co/5TKkWr0

 

Moderator
Moderator

Re: Cannot connect to my University machine

Thank you for attaching the screenshot links.

Network connect is not supported for Mac Mojave. Does the Pulse client based connection gives any error message at last or just stuck in connecting state?
New Contributor

Re: Cannot connect to my University machine

Hi Ray,

oh that's very bad to hear, this is the only computer available right now.

No I don't get any error message, it's just stuck in connecting stage. Is there any workaround that I could try? Thanks.

Tags (1)
Moderator
Moderator

Re: Cannot connect to my University machine

Please replicate the issue and send me the pulse client logs for review.

 

1. Open Pulse Client.
2. File >> Logs >> Annotate >> "any text"
3. File >> Logs >> Log level >> Detailed.
4. Replicate the issue i.e leave the pulse client to stay at connecting status. 
5. File >> Logs >> Save as.

Moderator

Re: Cannot connect to my University machine

in addition to what @Ray said…

when you initially launched the pulse client, do you remember if you saw a request to authorize the connection?
if not, next time you reboot and attempt to connect to pulse, can you open System Preferences>Security and see if there is a request to authorize the application loading a kernel extension?