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KB43820 - Pulse Workspace fails to provision Android devices with error "A server error just happened. Contact your IT administrator."

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Last Modified Date7/13/2018 9:55 PM
Synopsis
This article describes an issue where provisioning an Android device with Pulse WorkSpace fails with error "A server error just happened.  Contact your IT administrator."
Problem or Goal
When attempting to provision Pulse WorkSpace using Pulse Mobile for Android, the following message will appear:
A server error just happened. Contact your IT administrator.
In the pulsesecure.txt, log, the following error message will appear:
2018-05-02 17:29:13,907 [main] DEBUG SAMLAuthenticationFragment - onReceivedSslError
2018-05-02 17:29:13,908 [main] DEBUG Module - dcalled: net.pulsesecure.pws.ui.SAMLAuthenticationFragment->IAndroidWrapper: getString ret=A server error just happened. Contact your IT administrator.
The message of "onReceivedSslError" is referring to the SSL handshake is failing between the Android device and Pulse Connect Secure device.
Cause
This issue occurs due to the Pulse Connect Secure device does not have the proper intermediate certificate installed under Intermediate Device CAs.
Solution
To help root cause this problem, use a third party SSL certificate checker to ensure the proper chain is installed. If the tool states the intermediate certificate missing, download the proper intermediate and follow the steps below:
  1. Login to admin UI
  2. Navigate to System > Configuration > Certificates > Device Certificates
  3. Click the Intermediate Device CAs link to display the management page. 
  4. Click Import CA certificate
  5. Browse to and select the proper intermediate certificate file
  6. Click Import Certificate 
Related Links
Attachment 1 
Created ByEduardo Mendoza

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