User input timeout. (Error:1382) when authenitcating with a user certificate

[dcvers]

We've suddenly started getting reports of users getting a "User input timeout. (Error:1382)" when trying to connect with Pulse.
We use certificate based authentication so normally the user does not need to respond and there are no other pop-ups before the error message.
In the logs on the appliance I can see the host checks (which include a machine certificate check) being passed successfully but then there is nothing.

For one user I pointed the Pulse client to test realm using AD ID/password and this works without issue.
It seems to be machine specific as the same user can connect on a different machine. We've tried re-issuing certificates, re-installing Pulse, recreating the connections and connecting to a different box but nothing seems to work.

Any ideas?

Most reports are coming from Asia (Korea and Vietnam).

We are running version 8.1R3.2 with Pulse Client 5.1.3 (56743) on Windows 7 machines.

[zanyterp]

The only thing I can think of is latency; however, that should not be machine-specific (though I have seen it).
If userA fails on machineA but succeeds on machineB; can userB login to machineB successfully?
Are they all using the same build of Windows?
Is the certificate user-based, machine-based, smartcard-based, or a combination?
Do the users have multiple certificates installed in the user &/or machine stores?

[happyface]

Hello everybody,

I'm a MAC user and have the same issue. MAC OS HighSierra 10.13.4 and version of PulseSecure is 5.3.5 (1491). I have tryied on macbook air and iMac with the same versions of software (iOS and PulseSecure). Tryied also with other Wifi sources (Hotspot from mobile devices, router wi-fi). Reinstalling application does not work also. I'm using Gemalto token with certificate, and before we migrate from Enpoint VPN client to Pulse Secure everything worked fine. Token drivers are embeded in macOS and I have izentpe card manager. After typing my PIN code for token connection returns error User input timeout. (Error:1382). On windows the same token and settings works fine. Please, help, because each time I have to run virtual machine with windows to connect my VPN.

Thanks in advance!

[happyface]

Does anybody check what is posting here, because there is no reply to my previous post???

[pwallace]

Hello there, many posts do see a rapid reply, both from other community members, and from our engineers. In this case, it seems to be an older thread (2016), so it may help to post as a new thread, especially with the new information.

However, this seems to be very specific problem, so if you have a problem that needs immediate attention, we encourage all our users to raise a support call so we can track urgent problems.

[happyface]

Thank You pwallace, for answering to me!

I tought here is the right place for posting this issue, no matter if this problem was reported before 2 years. The problem is the same, error is the same. I already provided actual information about my operation systems, token, authentication, version of PulseSecure and so on. If additional information is needed I will provide it with pleasure.

If it's necessery I can open a new discussion about the problem, but there will be two topics with same subject.

kind regards

[pwallace]

ok - this is an informal community, and responses are not guaranteed - but if you raise a support ticket, then the support team aims to respond within a certain time, and to track to close. 

Meanwhile, you might also check the "official" support knowledgebase on http://kb.pulsesecure.net: I found this article over there, which looks like it might be relevant to your problem:

http://kb.pulsesecure.net/articles/Pulse_Secure_Article/KB43616/?q=Error+1382&l=en_US&fs=Search&pn=1...

[zanyterp]

As pwallace indicated, it will be best to open a case with our support team for this
this looks to be macOS-specific with smart cards and the Pulse client. do you see the same slowness/lack of response when connecting to other services that use the same smart card on your mac?

[VanDecker]

Occuring for me as well (Canada)

[pwallace]

This KB should be able to help:

http://kb.pulsesecure.net/articles/Pulse_Secure_Article/KB43616/?q=Error+1382&l=en_US&fs=Search&pn=1...