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KB43762 - Wireless adapter is not getting re-enabled when wired network is disconnected and Pulse did not disable the wireless adapter

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Last Modified Date5/16/2018 6:47 PM
Synopsis
This article provides an insight on Pulse client issues where wireless adapter is not enabled when wired network is disconnected and Pulse did not disable the wireless adapter
Problem or Goal
Correct behaviour : If wireless suppression is enabled, Pulse client will disable the wireless adapter once the wired network is connected and update the connstore. Pulse will re-enable wireless adapter once wired connection is disconnected.

At random times, users will experience issues where wireless adapter is not re-enabled even after wired connection is disconnected.We have seen these issues with Intel(R) Dual Band Wireless-AC adapters.
Cause
When the wired interface is disconnected,Pulse Client will re-enable the wireless adapter which it had disabled when the wired interface was connected. Pulse keeps a track of the wireless adapter (which it disables) in the connection store so that it can re-enable it back.

Whenever there is a network change or IP address change the query is made to detect all network adapters connected to the machine.When Pulse Client  gets a notification of Wired connection, it will disable the wireless adapter.

In the below logs,we can see an example where Pulse suppressed wireless adapter as expected when wired is connected, enabled it when wired is disconnected but could not re-enable it back again because WlanEnumInterfaces does not list the wireless adapter.This example shows Pulse's wireless suppression is working as expected and we can suppress and enable the wireless as required.We cannot enable it only when some third party software/driver has disabled the wireless interface or makes the adapter to go into a bad state.

The wireless suppression was enabled at 08:39:24, after wired is connected and ConnStore file is updated.
 
327 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:2098 - '8021xSuppression' setWirelessSuppression setAdapterState succeeded to Disable Adapter: dd0e9c38-d1d6-487d-acb8-e99f4b97190e. Calling Listeners
00253,09 2017/11/20 08:39:24.327 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:2120 - '8021xSuppression' setWirelessSuppression: Updating ConnStore SuppressedWirelessAdapters Entry: dd0e9c38-d1d6-487d-acb8-e99f4b97190e
00264,09 2017/11/20 08:39:24.337 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:2125 - '8021xSuppression' setWirelessSuppression: Updating ConnStore SuppressedWirelessAdapters Entry Successful: dd0e9c38-d1d6-487d-acb8-e99f4b97190e

In the corresponding logs we can see Pulse is able to list the adapter and has successfully enabled the wireless adapter when wired is disconnected, this is because Pulse recognizes that it disabled the wireless interface as updated in connstore file :

00280,09 2017/11/20 09:22:52.263 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:2051 - '8021xSuppression'setWirelessSuppression[NOT_SUPPRESSING]: setAdapterState succeeded to Enable Adapter dd0e9c38-d1d6-487d-acb8-e99f4b97190e. Calling Listeners

00194,09 2017/11/20 09:22:53.303 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:433 - '8021xAccessMethod'InitWirelessAdapters: WlanEnumInterfaces found 1 items
00226,09 2017/11/20 09:22:53.318 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:494 - '8021xAccessMethod'Wireless dd0e9c38-d1d6-487d-acb8-e99f4b97190e desc Intel(R) Dual Band Wireless-AC 8260

After sometime, when wired interface is disconnected again, WlanEnumInterfaces does not list the wireless adapter due to which Pulse is unable to enable the wireless adapter.This time Pulse could not enable the wireless interface as it did not disable the same and did not update the connstore file.

00194,09 2017/11/20 09:24:56.253 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:433 - '8021xAccessMethod'InitWirelessAdapters: WlanEnumInterfaces found 0 items
00224,09 2017/11/20 09:24:56.253 3 SYSTEM PulseSecureService.exe 8021xAccessMethod p3168 t1740 8021xAccessMethod_win.cpp:494 - '8021xAccessMethod' Wired b012c454-643e-493f-9ae4-baa13d406345 desc Intel(R) Ethernet Connection I219-LM


There might be a third party software / driver which could cause the adapter to go into a bad state or disabled state.This could be checked in windows system event logs(Located under LogsAndDiagnostics\Events. In this example, windows NDIS error was seen in event logs at time of issue.

Log Name: System
Source: Microsoft-Windows-NDIS
Date: 11/20/2017 9:24:52 AM
Event ID: 10400
Task Category: None
Level: Warning
Keywords: 
User: N/A
Computer: 
Description:
The network interface "Intel(R) Dual Band Wireless-AC 8260" has begun resetting. There will be a momentary disruption in network connectivity while the hardware resets.
Reason: The network driver requested that it be reset.
This network interface has reset 1 time(s) since it was last initialized.

In some cases,we could also see below in the windows system logs which means that the WLAN-AutoConfig is stopped abrupbtly and could disable the adapter or Wi-Fi service.

Log Name: System
Source: Microsoft-Windows-WLAN-AutoConfig
Date: 09-04-2018 07:50:32
Event ID: 10002
Task Category: None
Level: Warning
Keywords:
User: SYSTEM
Computer:
Description:
WLAN Extensibility Module has stopped.

Module Path: C:\Windows\System32\IWMSSvc.dl

You could also see below events from time to time in system event logs, this above errors/events could lead to the wireless adapter being disabled or in a state where Pulse client is unable to list the same.

The description for Event ID 7002 from source Netwtw04 cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event: 
\Device\MNGT 10
Intel(R) Dual Band Wireless-AC 8260
 
 

 
Solution

Workaround : Enable the wireless adapter manually.

To confirm that issue is caused by 3rd party disabling the wireless adapter, disable Wireless suppression under the Pulse Client connection set :

User-added image

With wireless suppression disabled, if we see the issue where the wireless adapter gets disabled randomly from time to time, we can confirm that some 3rd party driver/software is disabling the wireless adapter or stopping the WLAN Extensibility Module.We suggest contacting the wireless driver manufacturer if we see above events in the Cause section in windows system logs.

If we do not see any of the system events above and we confirm that we do not see the wireless interface getting disabled randomly with wireless suppression disabled, please open a support case and provide the below logs :
  • Pulse client Logs following http://kb.pulsesecure.net/articles/Pulse_Secure_Article/KB17327
  • MSinfo32 logs
  1. Go to Start Run 
  2. Type msinfo32.exe
  3. Select File > Save
  4. Browse to an appropriate location to save the file
  5. Type a filename into the appropriate field and ensure Save as type is set to System Information File (*.NFO)
  6. Click Save
Related Links
KB43628 - Docker software's virtual adapter is being identified as physical, breaking wireless suppression
KB41014 - HP 840 G3 laptop wireless adapter gets disabled after establishing a VPN tunnel connection using Pulse
KB40786 - Wireless adapter is disabled after installing Pulse Secure Desktop client on HP laptops
Attachment 1 
Created ByNirmal Sivagananam

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