MAC OS X Users Suddenly Cannot Connect to SSL VPN w/SonicWALL Mobile Connect app

VPN
1

Hi:

I have a TZ 205 running SonicOS Enhanced 5.9.1.7-2o. “All of a sudden” in the past couple of weeks my users w/MAC OS X machines using the SonicWALL Mobile Connect app to connect to the SSL VPN are having issues. It states something about verifying connection then fails. I think the Mobile Connect app may have updated to version 5.0.0. I’ve had them remove/re-add the connection profile to no avail. Any ideas?

Thank you!
Bob H.

2

Did you read the release notes for the new 5.0.0 Mobile Connect? From the document:

After upgrading to the 5.0 version, Mobile Connect may need to be re-provisioned, including updating VPN connection configurations and certificates (if applicable).

3

What Mac OS X Version? If they are like most MAC users. Too much money and brain dead. They probably have the OS that the machine shipped with. Update the OS to the newest version supported then try again.

OS X 10.0: Cheetah

OS X 10.1: Puma

OS X 10.2: Jaguar

OS X 10.3 Panther (Pinot)

OS X 10.4 Tiger (Merlot)

OS X 10.4.4 Tiger (Intel: Chardonay)

OS X 10.5 Leopard (Chablis)

OS X 10.6 Snow Leopard

OS X 10.7 Lion (Barolo)

OS X 10.8 Mountain Lion (Zinfandel)

OS X 10.9 Mavericks (Cabernet)

OS X 10.10: Yosemite (Syrah)

OS X 10.11: El Capitan (Gala)

4

The TZ 205 is running firmware version 5.1.7. The latest available is 5.1.8, and in the Release Notes I see:

“Authentication of user fails, but at the same time, the firewall logs shows the same user successfully authenticated. Occurs when SSLVPN user tries to connect to UTM devices using Net Extender and Local User/LDAP User.”

I’m using local users and I think when they say Net Extender it applies to the MacOS Mobile Connect app too, ya?

I’ll update the firmware and report back.

I see some user reviews in the App Store about similar issues after upgrading Mobile Connect to ver. 5.0.0

5

I’ve upgraded the SonicWALL firmware to the latest version 5.9.1.10-1o released Oct. 25, 2017 for this TZ 205 model, but the MAC users still cannot connect to the SSL VPN. I think the next step is to ask one of the users to install the older version of SonicWALL Mobile Connect as I suspect the newest version 5.0.0 created the problem.

The error the MAC users are receiving is:
Mobile Connect has been disconnected for one of the following reasons:

  • There was break in the network connection
  • The connection was idle for longer than the configured idle timeout.
  • Your user account was logged out of the SSL VPN portal.
6

Hello, I believe I know the fix if this is an outstanding issue. What version of OS X are they on?

7

rsion, Mobile Connect

Hi turic11: When you say you updated the sslvpn client, do you mean the SonicWALL Mobile Connect app? Their MACs upgraded it to the newest version 5.0.0, and I think that’s what caused this problem for me.

8

Hi alf3311: Ya, I saw that in the release notes and I had one of the users delete then re-add the connection profile, but still fails. Maybe I need to also update the firmware running on the TZ 205 firewall.

9

Hi drozenski:

Thanks for your input and I’m w/you on MAC users!

The connections worked fine previously and all of a sudden stopped working. The SonicWALL was not updated. So I’m thinking either the OS X version or the Mobile Connect app updated on their machines to a version that causes an issue.

10

Mobile Connect 5.0 only supports macOS versions going back 2 years (10.11 El Capitan, 10.12 Sierra, 10.13 High Sierra). Not sure why you listed all the Mac OS versions going back to 2001.

11

Hi Mr_Pearson: Most of them are on 10.11.x El Capitan and have not yet upgraded to Sierra or High Sierra. But some other users in other forums have commented they have the same issue with Sierra and High Sierra.

12

we need more info than speculation to resolve this issue.

You need to get a users PC in front of you and collect some info on the exact issue.

13

Because he did not specify the version. Just that it was mac OS X. Specific details are needed when diagnosing an issue.

You cant go to the doctor and tell him your not feeling well after putting on new shoes and expect him to figure out you have a broken finger with out details.

14

Give this a shot:

Here is the write up on how to solve this issue if this comes up again. The issue stems from when NetExtender needs to run maintenance and the computer has SIP(System Integrity Protection) enabled
1.) Shutdown your laptop
2.) Hold Command+R and power on your laptop, this will take you into OSX Recovery.
3.) Click on Utilities and Select Termina, please note that you might get a prompt to ask for your language first but just select English
4.) Within Terminal enter in “csrutil disable” and hit enter, you will get a message that says SIP has been disabled
5.) Reboot and those maintenance tasks should run without a hitch.

15

did this work for you?

16

OP specified that the users are on Mobile Connect 5.0.

17

I think the Mobile Connect app may have updated to version 5.0.0.

No he stated.

“I think the Mobile Connect app may have updated to version 5.0.0.”

He did not specify anything, just assumed.

18

Elsewhere in this thread OP confirms:

Their MACs upgraded it to the newest version 5.0.0, and I think that’s what caused this problem