topic Re: Capsule VPN "Packet is dropped because user information could not be retrieved" in Firewall & Security Management

Capsule VPN "Packet is dropped because user information could not be retrieved"

kiikoo15 — Wed, 09 Sep 2026 09:30:23 GMT

Hi all,

User opens Capsule VPN, authenticates successfully
Client receives an Office Mode IP from the VPN pool
User cannot reach any internal websites/resources
Gateway logs show the traffic being dropped with the reason: "Packet is dropped because user information could not be retrieved"
What we've checked so far:

Identity Sources on the gateway: "Remote Access" is enabled

Any help ou suggestion ?

Thanks in advance

Re: Capsule VPN "Packet is dropped because user information could not be retrieved"

CMODGSI — Wed, 30 Sep 2026 17:09:43 GMT

Same problem here, kiikoo15...

Did you solve this problem?

Re: Capsule VPN "Packet is dropped because user information could not be retrieved"

ccsjnw — Thu, 01 Oct 2026 14:46:35 GMT

1. Are you using the Mobile Access Blade?

2. Are you specifically defining your RemoteAccess community in the VPN column of your Firewall policy (for your inbound rules) ?

3. Is Remote Access ticked under Identity Awareness for the specific Firewalls / Clusters?

By doing the above, I've never had a problem with Capsule Connect VPN Clients (iPhone and iPad specifically).
I am using the Full EndPoint Security VPN Clients for Windows and these also work perfectly with policy defined in exactly the same way,

I have specific outbound rules that permit clients on my Office Mode network range to access the Internet (where appropriate).

Re: Capsule VPN "Packet is dropped because user information could not be retrieved"

kiikoo15 — Fri, 02 Oct 2026 08:07:48 GMT

1. Are you using the Mobile Access Blade?
Yes
2. Are you specifically defining your RemoteAccess community in the VPN column of your Firewall policy (for your inbound rules)?
Yes
3. Is Remote Access ticked under Identity Awareness for the specific Firewalls / Clusters?
Yes

Re: Capsule VPN "Packet is dropped because user information could not be retrieved"

ccsjnw — Fri, 02 Oct 2026 11:57:27 GMT

Has it worked previously, or is it a new implementation?
Are you certain your NAT rules cover your Office Mode IP range?

Re: Capsule VPN "Packet is dropped because user information could not be retrieved"

kiikoo15 — Fri, 02 Oct 2026 13:44:41 GMT

Yes it worked previously without problem.

Re: Capsule VPN "Packet is dropped because user information could not be retrieved"

Chris_Atkinson — Fri, 02 Oct 2026 14:35:54 GMT

Please share the version / JHF details of the deployment?