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KB40627 - Compatibility issues between Cisco Media Services and Pulse Secure Desktop client on Windows 8.1/10

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Last Modified Date5/18/2017 8:41 PM
This article provides details about compatibility issues between Cisco Media Services and Pulse Secure Desktop client.
Problem or Goal
An endpoint that has both Cisco Media Services and Pulse Secure Desktop client installed may experience the following symptoms:
  1. Windows machine will hang during shutdown and produce a blue screen (known as Blue Screen of Death).
  2. Pulse Secure Desktop client cannot establish a VPN to Pulse Connect Secure Gateway after the first successful connection. The subsequent connections result in Pulse Client remaining in "Securing Connection" state for a few minutes, then resulting in "1205 Failed to setup virtual adapter" error.
This issue occurs during pulse disconnection. Cisco has confirmed that Cisco NDIS5 protocol driver locks Pulse virtual adapter from being unloaded. Due to this reason, the session is unable to disconnect completely. When the user tries to connect to Pulse, the connection cannot be established.
Upon investigation with Cisco Support, Pulse Secure was informed that Jabber Desk Phone Video is utilizing NDIS6 driver.  Pulse Secure Desktop client migrated from NDIS5 to NDIS6 drivers since Pulse Secure Desktop 5.0R3.  For more information, refer to KB28892 - Pulse Secure Desktop 5.0R3 (and higher) for windows contains an updated version of Windows Network driver.

The recommendation is to install the latest version Jabber Desk Phone Video 4.1.6.  This is available at Cisco Download Software.
  • Upon uninstalling Cisco Media Services, Cisco Media Services Interface protocol driver (bound to the Network adapters) should be manually uninstalled before installing Jabber Desk Phone Video.
Related Links
Attachment 1 
Created ByRaghu Kumar



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