sa 2500 7.4r2, host checker does not install / update - firefox and ie

[MoCo_]

hi, i have some random issues on two or 3 computers, where, after the update to 7.4r2, they do not work anymore.

after login to vpn, they remain in loading components screen, but host checker never starts or download, even if i click on "click here to continue" (not all functions....) does not do anything.

i've already tried the following on those machines (all 64bit w7 ent) with various browsers (ie 9, ie 10, latest firefox):

- uninstall all juniper components, removed entries from registry

- install latest java

- reset ie settings

in one case it works with firefox, components will download and install, in another computer also firefox does not load/download any component (host checker, network connect etc).

Any help on this?

[braker_]

What anti-virus program are they using?

We have seen similar on 7.3R3 with some versions of McAfee. Disabling UAC on Window 7, though not ideal, gets around the problem.

[MoCo_]

I have one pc with symantec endpoint protection 12 and uac disabled, the other one has uac enabled and no antivirus at all (just uninstalled to test but no luck)

[zanyterp_]

Is JuniperSetupClient running? Does %appdata%\roaming\juniper networks\setup client\JuniperSetupClient*exe or *dll exist?
Does it persist after removing the PleaseWait.js file from the IE temp folder?

[MoCo_]

no i don't see anything, the folder juniper networks does not even exists...

in the ie temp folder (after a complete clean) i can see this js files
checkbrowser.js
clientsetup.js
ds.js
intermediate.js

lastauthserverused.js

if i try to reset ie settings it will ask me to download and install the active x control, after the installation nothing happens... it remains in loading components

[Kita_]

It sounds like issues with the setup client. The setup client must be installed or you will have issues with running any juniper components. Can you check the debuglog.log to see if there are any errors downloading and installing the setup client?

You want to open a jtac ticket to assist with analysis the log. If you do open a ticket, please provide the case number and I will try and assist with the analysis.

[MoCo_]

sorry but i don't have also the debuglog file...  it seems that is not created at all.

i have reinstalled also latest java, i have no more ideas...
in this particular case the computer is a windows 7 enterprise 32 bit,

tried also with a clean new user profile with no luck.

PS: computer was working before upgrade to 7.4r2 (we had 7.1r2 if i can remember well, now some clients that has ie 10 works with the new release but a few does not work anymore...)

[Kita_]

There should be a debuglog.log file. It's in the c:/users/public/juniper networks/logging directory. If none of these files exist, we could be talking about a permissions issue where juniper components are not able to write files to the proper directories.

Jtac will need to review the problematic machines via a secure meeting.

[MoCo_]

as i told, debuglog file is not created in the user profile or in the public folder.

users have administrative privileges on their machines.

i also cannot see any juniper processes in task manager.

any further ideas?

[zanyterp_]

Without the Juniper processes running, the upgrade/install will not succeed and is a valid reason for not having the log files written to any location, even when set to record.
Can you check in the IETEMP directory to confirm that there is no filename starting with
"?CodeDownloadError?" and if there is, remove it and try again?