User input timeout error with no input prompted

[skibumatbu]

I haven't changed my configuration in 1-2 months.  The change made a month or so ago was to enable SSL client certificates. The other day I stopped being able to log in via the Pulse Secure desktop client. I am still able to connect via my iPhone with the same configuration.

The error I am getting is a user input timeout. I know that there is a 120 second delay but it doesn't timeout in 120 seconds. The timeout is immediate after I hit the connect button. I did check the logs. I have no idea which are related to the problem so I'll include a bunch of the errors. I'm hoping there is something in there that will point to the problem.

Thanks!

00141,09 2019/07/05 11:51:23.018 4 SYSTEM PulseSecureService.exe eapService p14428 t1E34 JNPRClient.cpp:1579 - 'eapService' uiReply_requestStatus: 8
00214,09 2019/07/05 11:51:23.018 3 blah Pulse.exe Pulse p11392 t16D8 DialogManager.cpp:1255 - 'JamUI' Prompt cancel kUIStatusTimeout for 'mydomain' (ive:a6c0b3a62012f543a376a488fce497fb), xid = 24, code=0
00189,09 2019/07/05 11:51:23.018 1 SYSTEM PulseSecureService.exe eapService p14428 t2328 EapService.cpp:64 - 'eapService' OpenSSL error: error:14099006SL routines:ssl3_send_client_verify:EVP lib
00126,09 2019/07/05 11:51:23.018 5 SYSTEM PulseSecureService.exe eapService p14428 t2328 EapService.cpp:76 - 'eapService' Inner Write
00173,09 2019/07/05 11:51:23.018 5 SYSTEM PulseSecureService.exe eapService p14428 t2328 <>:0 - 'eapService' 0000 00 00 00 4f 40 00 00 24:02 08 00 1c fe 00 0a 4c [email protected]$.......L
00173,09 2019/07/05 11:51:23.019 5 SYSTEM PulseSecureService.exe eapService p14428 t2328 <>:0 - 'eapService' 0010 00 00 00 01 00 00 00 4f:40 00 00 0e 02 07 00 06 [email protected]
00161,09 2019/07/05 11:51:23.019 5 SYSTEM PulseSecureService.exe eapService p14428 t2328 <>:0 - 'eapService' 0020 0d 00 00 00 ....
00185,09 2019/07/05 11:51:23.019 4 SYSTEM PulseSecureService.exe eapService p14428 t2328 JNPRClient.cpp:2389 - 'eapService' Callback code=ODSTK_CB_EAP_TRANSMIT_RESPONSE; Response size=75 bytes
00136,09 2019/07/05 11:51:23.019 4 SYSTEM PulseSecureService.exe eapService p14428 t2328 JNPRClient.cpp:4301 - 'eapService' MyThread Failure: 9
00155,09 2019/07/05 11:51:23.019 4 SYSTEM PulseSecureService.exe iftProvider p14428 t4090 channelProviderImplEap.cpp:330 - 'iftProvider' Got back 0 bytes from EAP
00148,09 2019/07/05 11:51:23.019 4 SYSTEM PulseSecureService.exe eapService p14428 t2328 context.cpp:118 - 'IpcContext' thread 9000 reverted to user SYSTEM
00187,09 2019/07/05 11:51:23.019 1 SYSTEM PulseSecureService.exe iftProvider p14428 t4090 channelProviderImplEap.cpp:411 - 'iftProvider' EAP Authentication FAILED: Error: 1382 0x566 State: 3 0x3
...
00531,09 2019/07/05 11:51:23.020 4 blah Pulse.exe Pulse p11392 t16D8 UiModelListener.cpp:384 - 'JamUI' OnConnectionStatus(ive:a6c0b3a62012f543a376a488fce497fb) state: Connecting, last-state: Failed, server-ip: NULL, server-url: mydomain, 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
00169,09 2019/07/05 11:51:23.020 4 blah Pulse.exe Pulse p11392 t16D8 UiModelListener.cpp:387 - 'JamUI' status-msg: 0 <short: Success., long: Operation succeeded.>, 
00292,09 2019/07/05 11:51:23.020 4 blah Pulse.exe Pulse p11392 t16D8 UiModelListener.cpp:390 - 'JamUI' last-status-msg: 1382 <short: User input timeout., long: Pulse timed out waiting for user input.<br><br>Pulse will attempt to connect again shortly. Press Retry to start right away.>,
...

[skibumatbu]

Adding things I've tried to remediate:

• Removed saved settings
• Reboot
• Stop/Start Pulse service
• removed and recreated the connectoin
• Stopped the service, then remove the programdata and appdata Pulse Secure folders
• I was already at the most current client version, but I did download a new copy and ran the repair.

One interesting thing to note... After creating the new connection it never prompted for which client cert to use for the SSL authentication. According to the logs, it is however picking the correct certificate to use.

[zanyterp]

did you make any changes to the certificate validation on the client?
the first line does indicate that there is an issue with the certificate communication
i would recommend opening a case with our support team for further investigation so they can see the full log and comment

[skibumatbu]

Thanks for replying back. No changes were made to the client system (with the exception of maybe a software update).

Will the support team help me if I'm on the 3 user free license?

Thanks,

Scott

[[email protected]]

Can you please replicate the issue and provide us the full log file for review?

Please annotate using any text string along with the detailed logging level.

[skibumatbu]

Ray, the log file is 385k in size and won't fit in this post. I don't see a way to upload one to the forum. Any suggestions on how to put it here or give it to you?

[zanyterp]

you can PM either [email protected] or I and we can get you our work addresses (not sure if files can be uploaded through PM)

[[email protected]]

@skibumatbu You can use any open file hosters like Google drive, 2Giga for uploading the logfile and share the link with us.

[dethmetaljeff]

Did you ever get any closure on this?  I'm facing the exact same issue.