To help narrow down the issue, perform the following recommendations:
- Test the behavior on freshly installed machine without any third-party application installed and try to reproduce the issue. If the issue is reproducible, please open a support case with Pulse Secure with the requested logs below.
- If the issue is not reproducible, try installing each third party software one by one that was installed in the affected machine to isolate which application is triggering the issue. If a large amount of third party application exists on the endpoint, the recommendation would be to start with any applications that create a virtual adapter or modify the network stack (like antivirus, firewall, DPI, third party VPN clients, Bonjour, Cisco Media Services, Cisco IP Communicator and other network related software which installs their own drivers).
- Once the third-party application has been identified, open a support case with Pulse Secure with the requested logs below.
Logs to collect for opening a support case:
Perform the following settings to enable logging :
1. Enable MSI logs:
Steps to enable MSI logs when pulse installation is done via SCCM:
To collect MSI log, install pulse using following command: msiexec /i <path_to pulse_msi> /L*VX<path_to_log>
Steps to enable MSI logs for pulse installation other than SCCM:
Go to Start > Run and type gpedit.msc to open the group policy manager.
Expand Computer Configuration -> Administrative Templates -> Windows Components -> Windows Installer.
Select and doubleclick on "Logging", choose the Enabled option box and type voicewarmupx without quotes. (for Windows 7)
Select and doubleclick on "Turn off logging via package setting", choose the Enabled option box and type voicewarmupx without quotes. (for Windows 10)
Apply settings. Click OK.
2. Setup API logs:
To get the setup API logs do the below settings and then restart the system:
go to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Setup
Set LogLevel = 0x0800FFFF
3. ProcMon (Process Monitor) log:
Refer https://technet.microsoft.com/en-us/sysinternals/processmonitor.aspx?f=255&MSPPError=-2147217396 (link to download PROCMON tool)
https://kb.acronis.com/procmon (link that provide steps to collect the ProcMon logs)
ProcMon should be started before replicating the issue.
Once the above logging is enabled, replicate the issue and collect the following logs from the respective locations:
C:\Windows\inf\setupapi.setup.log C:\Windows\inf\setupapi.app.log C:\Windows\inf\setupapi.dev.log
- MSI logs (will be saved in C:\Users\<username>\AppData\Local\Temp)
- Setup API logs (will be saved in following location)
- ProcMon (follow the link mentioned above)
- Screenshot of the error.
- MSinfo32 logs
- Go to Start > Run
- Type msinfo32.exe
- Select File > Save
- Browse to an appropriate location to save the file
- Type a filename into the appropriate field and ensure Save as type is set to System Information File (*.NFO)
- Click Save