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Not logged in after downloading new virus definitions

Contributor

Not logged in after downloading new virus definitions

Hi,

 

I have a question about the Pulse Secure Client.

 

On the server, I checked "Dowload latest virus definition files". When a client connects and the virus database is not up to date, he receives the following message "Update in progress,once update done you will connected to network pulse secure".

But, when the download is complete, the client does not connect. The user must be re-enter this connection information. Is this normal?

 

Thanks for your answers

6 REPLIES 6
Moderator

Re: Not logged in after downloading new virus definitions

@Mistouf Pulse Client should re-evaluate the machine after downloading the virus definitions (expected behavior).

 

My understanding is that the Pulse Client will be checking if the download has been completed with some random timer (& continue to recheck), then connect to VPN automatically. Based on your issue description, there might be problem with that status check.

 

BTW, is it stuck with "Update in progress,once update done you will connected to network pulse secure" message???

PCS Expert
Pulse Connect Secure Certified Expert
Contributor

Re: Not logged in after downloading new virus definitions

It does not lock on the message, a new window is displayed. I put two pictures of the process (sorry, the text is in French)

https://zupimages.net/viewer.php?id=21/03/2dnx.png 

https://zupimages.net/viewer.php?id=21/03/vp7v.jpg 

 

If the user enters this information again, it works.

 

Is this because the RSA key code changed during the process?

Moderator

Re: Not logged in after downloading new virus definitions

Does it take more than 2 minutes to complete the AV update process?

When the user/pass prompt appears.. before or after host checking?

 

PCS Expert
Pulse Connect Secure Certified Expert
Contributor

Re: Not logged in after downloading new virus definitions

It depends on the quality of the connection, but at least 1 min and 30 seconds or more. The RSA key code changes at least once during the anti-virus update.

 

Before the host checker.The user enters these identifiers and after several host checker tests are carried out.

Moderator

Re: Not logged in after downloading new virus definitions

@Mistouf so user authenticates before host checker i.e. post-auth check should not timeout and ask for reauthentication, since the user is already authenticated.

 

Can you please open a support ticket with us as it'll require client/server side logs to reviewed?

 

What happens if the user manually updates the AV before connecting to VPN? In that case, do we still see the Pulse client trying to update the AV which is already updated?

 

PCS Expert
Pulse Connect Secure Certified Expert
Contributor

Re: Not logged in after downloading new virus definitions

If the user manually downloads the definitions from Symantec Endpoint Protection, the connection is successful.

 

The user does not have a window on the Pulse client that downloads the updates.