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No network connection after connecting to VPN

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New Contributor

No network connection after connecting to VPN

In my workplace everybody uses Pulse Secure Client. Only 5 users complain about the following issue: After connecting to VPN they loose all network connectivity. 

They use different versions of Pulse Secure Client, either 5.3.3 or 9.0.4 in Windows 10 (either 1709, 1809 or 1703)

I was troubleshooting with network admins on this and they can't get any data from the user when the user is connected. When I tried the user with another laptop he could connect and have all connectivity, when I tried my user in the user's laptop all connectivity stoped. Meaning is something on the laptop and not the account. 

They all use a Dell Latitude 5580

WiFi: "Intel Dual Band Wireless AC 8265" different driver versions

LAN: "Intel Ethernet Connection (5) I219-LM" different driver versions

Softwares in common Wireshark, WinPcap, Microsoft Teams

 

Could anyone help me please?

5 REPLIES 5
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Moderator

Re: No network connection after connecting to VPN

@EduardoAtila 

 

Issue description matches with the known issue that Pulse Client + Intel 9xxx Wifi chipsets would cause, however in this case it's 8xxx. [Intel 9560/9260/18265/8265/7265/3165 WiFi Driver]

 

Nevertheless, can you try the solution#1 mentioned on this article -  KB43833 - Slow download speeds/unable to access resources over Wifi via Pulse Desktop client on Wind... and see if it helps.

PCS Expert
Pulse Connect Secure Certified Expert
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New Contributor

Re: No network connection after connecting to VPN

Ray,

 

Thank you very much for your response, I checked and apparently version 9.1R5 is not released yet, however the issue is happening even when the users are connected Wired or Wireless, so I tried to disable Jupiter Network Service on the Wireless driver and LAN driver with no luck, it seems like something is blocking data transmission.

 

Thanks

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Moderator

Re: No network connection after connecting to VPN

@EduardoAtila Please install Wireshark (with NPCAP driver) on the user machine and see if any traffic leaves the machine using the virtual interface while trying to access any of the Internal resources.

 

PCS Expert
Pulse Connect Secure Certified Expert
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New Contributor

Re: No network connection after connecting to VPN

Hi Ray,

 

No there's nothing on Wireshark when users try to reach another internal resources

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Moderator

Re: No network connection after connecting to VPN

@EduardoAtila Can you please use the TCPVIEW by Microsoft SysInternals - https://docs.microsoft.com/en-us/sysinternals/downloads/tcpview and confirm if you're able to any active connection after the connecting to VPN?

PCS Expert
Pulse Connect Secure Certified Expert