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Pulse Desktop Client Stuck on "Connecting" state

afahre
New Contributor

Pulse Desktop Client Stuck on "Connecting" state

Hi,

 

Some of the Users have an issue when trying to connect using PDC, it just stuck on the "Connecting" state and never connect.

Is there any solution or suggestion to solve the issue?

 

*Our PPS firmware version is 5.4.R7.1.

*Users using Windows 7&10 PDC v5.2.1 and v9.10.0

 

00217,09 2021/02/18 13:57:23.137 4 SYSTEM PulseSecureService.exe ConnectionStore p116048 t26ADC ConnectionStoreDocSet.cpp:562 - 'ConnectionStoreService' SaveDocument: C:\ProgramData\Pulse Secure\ConnectionStore\connstore.dat
00257,09 2021/02/18 13:57:23.137 4 SYSTEM PulseSecureService.exe ConnectionStore p116048 t26ADC ConnectionStoreDocSet.cpp:625 - 'ConnectionStoreService' SaveUserDocument: C:\ProgramData\Pulse Secure\ConnectionStore\S-1-5-21-1223185134-1293843389-10498456-23439.dat
00174,09 2021/02/18 13:57:23.183 4 SYSTEM PulseSecureService.exe 8021xAccessMethod p116048 t25C8C 8021xAccessMethod_win.cpp:1429 - '8021xAccessMethod' NotifyThread nWait=0, ePower=3
00180,09 2021/02/18 13:57:23.183 5 SYSTEM PulseSecureService.exe ConnectionManager p116048 t25C48 NetworkInterfaceChangeMonitor.cpp:98 - 'InterfaceMonitor' --> Unknown Interface Change
00180,09 2021/02/18 13:57:23.339 5 SYSTEM PulseSecureService.exe ConnectionManager p116048 t25C48 NetworkInterfaceChangeMonitor.cpp:98 - 'InterfaceMonitor' --> Unknown Interface Change
00147,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe dsAccessService p116048 t26ADC dsaccessworkqueue.cpp:255 - 'WorkQueue' Queued work unit 3
00146,09 2021/02/18 13:57:23.339 4 SYSTEM DllHost.exe JNPRTtlsProvider p158444 t26B38 JNPRClient.cpp:1548 - 'JNPRTtlsProvider' EapPeerConfigBlob2Xml: 808
00150,09 2021/02/18 13:57:23.339 4 SYSTEM DllHost.exe JNPRTtlsProvider p158444 t26B38 JNPRClient.cpp:1643 - 'JNPRTtlsProvider' EapPeerConfigBlob2Xml complete
00154,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe dsAccessService p116048 t25E9C dsaccessworkqueue.cpp:351 - 'WorkQueue' Start running work unit 3
00202,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe Integration p116048 t25E9C method.cpp:635 - 'Integration' IntegrationAccessMethod:Smiley SurprisednConnectionChange(userdata:60368cef2738c3449779cdc9310b9a01)
00206,09 2021/02/18 13:57:23.339 5 SYSTEM PulseSecureService.exe ConnectionManager p116048 t25E9C EventHandler.cpp:61 - 'ConnectionManager' queueing connect change task on userdata:60368cef2738c3449779cdc9310b9a01
00148,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe dsAccessService p116048 t25E9C dsaccessworkqueue.cpp:255 - 'WorkQueue' Queued work unit 19
00209,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe UiModel p116048 t25E9C StoreListener.cpp:142 - 'UiModel' CStoreListener:Smiley SurprisednConnectionChange(pszType(userdata), pszId(60368cef2738c3449779cdc9310b9a01))
00155,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe dsAccessService p116048 t25FD4 dsaccessworkqueue.cpp:351 - 'WorkQueue' Start running work unit 19
00152,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe eapService p116048 t25D94 context.cpp:118 - 'IpcContext' thread 155028 reverted to user SYSTEM
00136,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe eapService p116048 t25D94 JNPRClient.cpp:4488 - 'eapService' MyThread complete
00145,09 2021/02/18 13:57:23.339 4 SYSTEM PulseSecureService.exe eapService p116048 t26ADC JNPRClient.cpp:1660 - 'eapService' processEndSession complete
00249,09 2021/02/18 13:57:23.339 3 SYSTEM PulseSecureService.exe WirelessAccessMethod p116048 t26ADC AdapterAccessInstance.cpp:520 - 'CAdapterAccessInstance' GetAdaptersAddresses: Iteration Complete. Requested IP Family: 0, Picked IP Address: , Picked GW
00205,09 2021/02/18 13:57:23.355 4 SYSTEM PulseSecureService.exe ConnectionStore p116048 t26ADC ConnectionStoreService.cpp:850 - 'ConnectionStoreService' getAttribute wireless:32412302-3bab-408b-a878-c94562843ed1

1 REPLY 1
afahre
New Contributor

Re: Pulse Desktop Client Stuck on "Connecting" state

Additional Logs

 

00144,09 2021/02/17 16:30:40.991 3 ratih90000186 Pulse.exe Pulse p15236 t3B88 JamConnectionModel.cpp:693 - 'JamUI' Connection Status: Connecting
00234,09 2021/02/17 16:30:40.991 3 SYSTEM PulseSecureService.exe ConnectionManager p1340 t73AC PolicyEvaluator.cpp:60 - 'ConnectionManager' PolicyEvaluator::evaluate policy [automatic] auto kEvalResultTrue connect 1 disconnect 0 transition 0
00170,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 connectionitem.h:1151 - 'MJT' IsAutoRemediation() using connection item state. bAutoRemediation = 0
00245,09 2021/02/17 16:30:40.991 3 ratih90000186 Pulse.exe Pulse p15236 t3B88 JamConnectionModel.cpp:722 - 'JamUI' TNC data received from status ID:65535, bRemediation:0, bAutoremediation 0, Policysize:0 (wireless:32412302-3bab-408b-a878-c94562843ed1)
00340,09 2021/02/17 16:30:40.991 3 SYSTEM PulseSecureService.exe ConnectionManager p1340 t73AC ConnectionEntry.cpp:1077 - 'ConnectionManager' onNetworkChange(wireless:32412302-3bab-408b-a878-c94562843ed1), manual: 1, hasIp: 1, connect: 0/1, disconnect: 1/0, machineSuspended: 0, connSuspended: 0, context: 1, identity: user, state kStateConnecting
00115,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 connectionitem.h:482 - 'MJT' copyStatusItems
00154,09 2021/02/17 16:30:40.991 4 SYSTEM PulseSecureService.exe dsAccessService p1340 t73AC dsaccessworkqueue.cpp:263 - 'WorkQueue' Start running work unit 1032
00157,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 connectionitem.h:486 - 'MJT' !item->bRemediationRequired. Clearing remediation state.
00236,09 2021/02/17 16:30:40.991 4 SYSTEM PulseSecureService.exe UiModel p1340 t73AC StatusListener.cpp:111 - 'UiModel' CStatusChangeListener:Smiley SurprisednConnectionStatusChange(pszType(wirelessAccessMethod), pszId(32412302-3bab-408b-a878-c94562843ed1))
00140,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 DialogManager.cpp:2147 - 'MJT' DialogManager:Smiley SurprisednJamConnectionModified
00122,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 PromptDialog.cpp:470 - 'MJT CS' pItem->strPolicy =
00123,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 PromptDialog.cpp:471 - 'MJT CS' pItem->strReasons =
00124,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 PromptDialog.cpp:472 - 'MJT CS' pItem->nTncId = 65535
00175,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 connectionitem.h:1169 - 'MJT' GetRemediationState() using connection item state. tncRemediationState = 0
00210,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 PromptDialog.cpp:480 - 'MJT CS G2' 0 | 1 | 0 | 0 | 0 | 0
00175,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 connectionitem.h:1169 - 'MJT' GetRemediationState() using connection item state. tncRemediationState = 0
00170,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 connectionitem.h:1151 - 'MJT' IsAutoRemediation() using connection item state. bAutoRemediation = 0
00137,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 PromptDialog.cpp:485 - 'MJT' Progress updated and !isStatusChanged
00149,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 PromptDialog.cpp:368 - 'MJT' CJamConnectionStateDlg::UpdateRemediationProgress
00118,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 PromptDialog.cpp:378 - 'MJT' No state info. - 1
00126,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 DialogManager.cpp:2232 - 'MJT' pd->UpdateLayoutNeeded()
00543,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 UiModelListener.cpp:380 - 'JamUI' OnConnectionStatus(wireless:32412302-3bab-408b-a878-c94562843ed1) state: Connecting, last-state: Disconnected, server-ip: NULL, server-url: 10.200.10.103, start-time: 0, life-time: 0, reminder-time: 0, extension-allowed: false, remediation-required: false, auto-remediate: false, tnc-id: 65535, host-check-in-progress: false, wx-substate: 4 (Unknown), quarantined: 0, ip-absent: 0, tunnel-state: 6 (Unknown), captive: 0, logupload: 0
00174,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 UiModelListener.cpp:383 - 'JamUI' status-msg: 0 <short: Success., long: Operation succeeded.>,
00178,09 2021/02/17 16:30:40.991 4 ratih90000186 Pulse.exe Pulse p15236 t3B88 UiModelListener.cpp:386 - 'JamUI' last-status-msg: 0 <short: Success., long: Operation succeeded.>,
00200,09 2021/02/17 16:30:40.991 3 ratih90000186 Pulse.exe Pulse p15236 t3B88 JamConnectionModel.cpp:692 - 'JamUI' Notification of connection status update: '' (wireless:32412302-3bab-408b-a878-c94562843ed1)
00144,09 2021/02/17 16:30:40.991 3 ratih90000186 Pulse.exe Pulse p15236 t3B88 JamConnectionModel.cpp:693 - 'JamUI' Connection Status: Connecting