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KB40747 - "Connection Error Authentication failed" message when launching VPN tunnel using VPN On Demand (VOD) with Pulse Mobile for iOS

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Last Modified Date6/30/2017 3:56 PM
Synopsis
This article describes an issue where VPN On Demand fails to launch properly for Pulse Mobile for iOS.  When opening the Pulse Mobile for iOS application, the message "Authentication failed" will appear.
Problem or Goal
When the end user opens the Pulse Mobile for iOS application, the following message will appear:
Connection Error

Authentication failed
In the PulseSecurePluginService.log, the log entry will appear:
error Canceling connection because the server certificate is not trusted
error Connection failed with error: Error Domain=NSURLErrorDomain Code=-1012 "(null)" 
UserInfo={NSErrorFailingURLKey=https://XX.XX.XXX.XXX, NSErrorFailingURLStringKey=https://XX.XX.XXX.XXX} 
Cause
This issue will occur when the iOS device is unable to properly trust the device certificate installed on the Pulse Connect Secure device.
Solution
Since VPN On demand requires certificate authentication to be configured, certificate authentication should be successful.  The authentication failure is due to the authentication of the device certificate.


For Pulse Connect Secure administrators:

Pulse Secure strongly recommends to install a device certificate that is issued from a public certificate authority (CA) on the Pulse Connect Secure device.  This step will avoid having to manually install the private root certificate on all iOS endpoints.  If a private certificate authority or a self-signed certificate is utilized, the additional steps are required:
  1. Push the root certificate manually or use a third party MDM solution
  2. Requires to manually trust the root certificate on the iOS device running iOS 10.3.1 and above.  For instructions, refer to KB40606 - Private or local CA already installed and receiving untrusted certificate warning when connecting to Pulse Connect Secure (PCS) device with iOS 10.3.1 and above.


For Pulse Mobile for iOS users:

While there are manual workaround to resolve the issue (provided above), Pulse Secure does not recommend to manually install root certificates on any device without further involvement from the PCS administrator.  If the problem is occurring on a device, Pulse Secure recommends to contact your company's PCS administrator and refer to the following knowledge base article.
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Created ByK. Kitajima

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