Reset Search
 

 

Article

KB40222 - Restricted users are unable to upgrade PCS clients although the Installer Service is installed.

« Go Back

Information

 
Last Modified Date6/28/2016 6:09 PM
Synopsis

 
Problem or Goal
Restricted users receive an admin privileges prompt when trying to upgrade Network Connect and other clients. (PRS-339308). The following message will be observed:
 
“Do you want to allow the following program to make changes to this computer?”
User-added image

Network Connect(NC) Service not starting after upgrading to 8.2R1+ even if admin credentials are entered. (PRS-339543). The following error(s) will be observed:
 
If you are not an administrator of the machine, you will observe "The Network Connect NCService component is not running. (nc.windows.app.23786)"
User-added image

If you are logged on as an administrator of the machine, you will observe error “Cannot start the Network Connect service. Please re-install Network Connect. (nc.windows.app.23787)”
User-added image

 
Cause
These issues may occur when the Installer Service is installed and the following conditions are met:
  • When you upgrade from build which has not been fully re-branded with the Pulse Connect Secure (PCS) corporate logo (Ex: 7.0Rx, 8.0Rx, 8.1Rx) to a build which has been Pulse Secure re-branded (8.2R1, 8.2R1.1, 8.2R2), Network Connect will look for the (C:\Users\Public\Pulse Secure\Logging) directory which has not been created as expected. Restricted users receive an admin privileges prompt followed by error "The Network Connect NCService component is not running. nc.windows.app.23786". If you already have admin privileges, you will immediately receive "Cannot start the Network Connect service. Please re-install Network Connect. (nc.windows.app.23787)".
NOTE: PCS software versions 8.0R12.1+, 8.1R1+, and 8.2R1+ have been re-branded with the new Pulse Secure corporate logo, but a full Pulse Secure re-branding which includes the removal of Juniper branding from software artifacts (e.g., filenames, directory names) was not done until 8.2R1+. 

NOTE: These issue(s) will only occur if you attempt to install or upgrade the PCS client component(s) from a Web Browser. This is because Installer Service standalone client can only be invoked by the Pulse Secure Setup Client running inside the user’s Web browser. The Pulse Client has a built-in Installer Service component on Windows OS, so you can upgrade directly via Pulse Client without issue. The built-in Installer Service component is not available on MAC. The Pulse Client upgrade message will look as follows:

User-added image
  • When you upgrade to 8.1R8, the Installer Service rejects any PCS client installer signed by the SHA-2 Pulse Secure code-signing certificate and thus does not upgrade it, so restricted users receive an admin privileges prompt. This is because all prior versions of Installer Service would only accept binaries signed by the Juniper Networks code-signing certificate. As of 8.1R8 and above, all PCS client access binaries were signed with a SHA-2 Pulse Secure code-signing certificate to improve security and to ensure compatibility with the new restrictions enforced by Microsoft Operating System(s) in 2016.
NOTE: This issue will only occur if you attempt to install or upgrade any PCS client component(s) from a Web Browser; however, the Pulse Client is not affected by this issue. 


 
Solution
These issues are fixed in PCS software version(s) 8.1R9 and 8.2R3. You will have to upgrade to the PCS software to implement the fix. If you are upgrading to 8.1R9+ then you do not need to upgrade the Installer Service on the client machines before upgrading your PCS software. However, if you are planning to upgrade to a fully re-branded Pulse Secure version (8.2R1+) then you will need to pre-install the new 8.2 Installer Service as administrator on your client machines.
 
 


 
Related Links
Attachment 1 
Created ByAbigail Glasco

Feedback

 

Was this article helpful?


   

Feedback

Please tell us how we can make this article more useful.

Characters Remaining: 255