KB40887 - How to isolate or fix third party conflict issue with Pulse Secure Desktop client

1. Virtual Adapter setup failure “Error 1205”
2. Intermittent resource access issues using Pulse Secure VPN client after getting connected to the PCS or SRX (for Dynamic VPN) devices.
3. Unable to access protected resources via Pulse Secure VPN client when another 3rd party VPN Client is also present on the machine.
4. Pulse Secure executables getting blocked due to third party application (such as Anti-Malware, Anti-Spyware, or Anti-Virus software) causing Pulse Secure client launch/connection failure.
5. VPN adaptor IP assignment failure.
6. Blue Screen of Death (BSOD) issues.

1. Compatibility issue with any third-party application.
2. Third party VPN client binding to the Pulse Secure drivers.
3. Applications such as Anti-Malware, Anti-Spyware, or Anti-Virus software blocking Pulse Secure executables.
4. Presence of Bonjour Service could cause connection termination issues as it is known to make changes to the routing table.

• 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> 

           (OR) 

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:

• 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

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

• Pulse Secure client logs_and_diagnostics at detailed level.  For more information how to collect logs, refer to KB17327 - How to collect the log file from Pulse Secure Desktop client?

• KB40224 - F5 Edge VPN client does not pass traffic if Pulse is installed
• KB40351 - Compatibility issues with Cisco IP Communicator and Pulse Secure Desktop client
• KB40627 - Compatibility issues between Cisco Media Services and Pulse Secure Desktop client on Windows 8.1/10