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KB44643 - Host Checker fails after upgrading ESAP version to 3.7.1 or 3.7.2 from any previous ESAP version on macOS endpoints.

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Last Modified Date11/23/2020 9:43 PM
Synopsis

Host Checker fails after upgrading ESAP version to 3.7.1 or 3.7.2 from any previous ESAP version on macOS endpoints

This article describes the end-user experience upon upgrading to ESAP version to 3.7.1 or 3.7.2 from any previous version on macOS endpoints.
Problem or Goal
After upgrading to ESAP 3.7.1 or 3.7.2 from any previous versions, Host Check fails on macOS end-points on both browser
and Pulse Desktop Clients with the following error:

Note: This includes ESAP upgrade from 3.7.1 to 3.7.2.
  • Error on Browser:
User-added image
  • Error on Pulse Desktop Client:
User-added image

This issue happens only once and all subsequent host checks with ESAP 3.7.1 after following the workarounds described,
will not cause similar issues.

During this issue, the following log snippet can be seen on the Server's User Access log:

 
Info        AUT24804           2020-11-23 19:13:04 - ive - [202.8.113.210] Root::ppsqa()[] - Host Checker policy 'General-Predefined-HostCheck-Policy' failed on 
host '202.8.113.210' address 'f4-0f-24-2a-bc-18' for user 'ppsqa' reason 'Server has not received any information for this policy.'.
Info        AUT30721           2020-11-23 19:13:04 - ive - [202.8.113.210] Root::ppsqa()[] - Host Checker policies could not be evaluated on host '202.8.113.210' 
address 'f4-0f-24-2a-bc-18'.

Also, on the End-Point the problem can be ascertained by the presence of a file in the format
"Hostchecker_2020-MM-DD-hhhhss_Username-Machinename.Crash" under the directory/Users/username/Library/Logs/DiagnosticReports

(Access via Terminal : Go > Utilities > Terminal)

 
Note: If you downgrade ESAP 3.7.1 to any lower version, end users will experience a similar issue.
Cause
This issue occurs due to an incompatibility between certain libraries which cannot be unloaded properly by the macOS.
Solution
This issue is resolved in 9.1R11 PCS/PPS/PDC Versions (Tentative for the 25th Week of Jan 2021).

In the meantime, please follow any one of the below listed workarounds to resolve the issue on the browser / PDC.

 
 ActionBrowserPDC
Workaround 1Reboot the machineYesYes
Workaround 2Navigate to the Terminal (Go > Utilities > Terminal) and execute the following commands.
sudo launchctl unload /Library/LaunchDaemons/net.pulsesecure.AccessService.plist
sudo launchctl load /Library/LaunchDaemons/net.pulsesecure.AccessService.plist
NoYes



 
Related Links
Attachment 1 
Created ByRaghu Kumar

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