topic Re: Message "Connectivity with the vpn service is lost" in SASE and Remote Access

Message "Connectivity with the vpn service is lost"

lanmaster — Thu, 07 Nov 2024 11:16:55 GMT

Hi. I cannot create TAC. Try to ask here.

I try to install any versions of CheckPointVPN ( from 82.40 to 88.60) on my Asus ROG Strix laptop (Ryzen 9 7945HX / 64Gb memory / Windows 10/22H2 Pro x64). But have no luck. I all cases i get many errors in Windows System Logs with error ID 7031. And if i try to open UI from tray icon i get error window "connectivity with the vpn service is lost". After about 5 minutes system is crashing and going to reboot. And that occurs again and again until i uninstall application.

Also i view logs collected by tray UI app, and found this issue:

[ 11300 17100][7 Nov 14:23:02][TracService] TracSrvMainLoop:
------------------------------------------
SERVICE WAS STARTED
------------------------------------------

[ 11300 17100][7 Nov 14:23:02][TracService] TracSrvMainLoop: Software\CheckPoint\TRAC\5.0 exists - no need to backup
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::getDefaultPolicyValue()
[ 11300 17100][7 Nov 14:23:02][TR_OVERSITE] TrOversite::CreateConfigmanager: chose single user mode
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::create: __start__ 14:23:2.797
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::ConfigurationManager: __start__ 14:23:2.797
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::init(): __start__ 14:23:2.797
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::load(): __start__ 14:23:2.797
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::loadDefaultParams()
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::loadGwParams(): __start__ 14:23:2.797
[ 11300 17100][7 Nov 14:23:02][XmlWrapper] XmlDocument::LoadString: inside
[ 11300 17100][7 Nov 14:23:02][XmlWrapper] XmlDocument::XmlDocument: inside
[ 11300 17100][7 Nov 14:23:02][XmlWrapper] XmlDocument::Root: inside
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] Updated trac.conf.lastgood
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::loadGwParams(): __end__ 14:23:2.797. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::loadPtParams(): __start__ 14:23:2.797
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::loadPtParams(): __end__ 14:23:2.797. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::loadCpParms(): __start__ 14:23:2.797
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::loadCpParms(): __end__ 14:23:2.797. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::load(): __end__ 14:23:2.797. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::init(): __end__ 14:23:2.797. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::ConfigurationManager: __end__ 14:23:2.797. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::create: __end__ 14:23:2.797. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] langpack_filename return value LangPack1.xml, because it is Default variable. Scope: site NULL, gw NULL ,user USER
[ 11300 17100][7 Nov 14:23:02][TR_CONN_MANAGER] TrConnManager::ReadSCUIAPIMode: failed to read mode from registry
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] language_index return value 0, because it is Default variable. Scope: site NULL, gw NULL ,user USER
[ 11300 17100][7 Nov 14:23:02][TR_OVERSITE] TrOversite::Create: Successfully loaded localization engine.
[ 11300 17100][7 Nov 14:23:02][MessageLoop] MessageLoop::MessageLoop::Create:
[ 11300 17100][7 Nov 14:23:02][MessageLoop] MessageLoop::MessageLoop::Create: Message Loop created
[ 11300 17100][7 Nov 14:23:02][proxy_wrapper] ProxyWrapper::Create: Starting ...
[ 11300 17100][7 Nov 14:23:02][TR_OVERSITE] TrOversite::Create: about to set proxy connections start / end CB
[ 11300 17100][7 Nov 14:23:02][proxy_authentication] ProxyWrapper::setCloseProxyConnectionFwCb: done - 14499824
[ 11300 17100][7 Nov 14:23:02][proxy_authentication] ProxyWrapper::setStartProxyConnectionFwCb: done - 14499792
[ 11300 17100][7 Nov 14:23:02][TR_FEATURE_MANAGER] TrFeatureManager::Init: entering...
[ 11300 17100][7 Nov 14:23:02][slim_utils] RaisDbGetValue: Trying to open registry: Software\CheckPoint\TRAC
[ 11300 17100][7 Nov 14:23:02][slim_utils] RaisDbGetValue: Successfully opened key Software\CheckPoint\TRAC
[ 11300 17100][7 Nov 14:23:02][slim_utils] RaisDbGetValue: Successfully read (REG_SZ) key client_sub_type with value EndpointSecurity
[ 11300 17100][7 Nov 14:23:02][TR_FEATURE_MANAGER] TrFeatureManager::isOfficeModeIsDisabledByUser: entering...
[ 11300 17100][7 Nov 14:23:02][TR_FEATURE_MANAGER] TrFeatureManager::isOfficeModeIsDisabledByUser: couldn't read mode from registry
[ 11300 17100][7 Nov 14:23:02][TR_FEATURE_MANAGER] TrFeatureManager::isOfficeModeIsDisabledByUser: OM is not disabled in registry -> return false
[ 11300 17100][7 Nov 14:23:02][TR_FEATURE_MANAGER] TrFeatureManager::Init: Office mode is NOT disabled by user -> enable ENDPOINT_SECURITY_TYPE features
[ 11300 17100][7 Nov 14:23:02][TR_FEATURE_MANAGER] TrFeatureManager::Init: mOfficeModeEnable=true,mSplitDnsEnable=false,mLocationAwarenessEnable=true,mAlwaysConnectEnable=true,mRoamingEnable=true,mHotspotDetectionEnable=true,mFirewallEnable=true,mScvEnable=true
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] CFirewallWrapper::InitFirewallMonitor: entering...
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] CFirewallWrapper::InitFirewallMonitor: loading library: C:\Windows\system32\FirewallMonitor.dll
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] CFirewallWrapper::InitFirewallMonitor: lpFwMonitor_initLibrary returned true
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] CFirewallWrapper::InitFirewallMonitor: ERROR - lpFwMonitor_Start failed, try to wait for the service initialization
[ 11300 17100][7 Nov 14:23:02][TR_UTIL] WaitForServiceStart: ("vsmon")
[ 11300 17100][7 Nov 14:23:02][TR_UTIL] WaitForServiceStart: OpenService("vsmon") failed
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] CFirewallWrapper::InitFirewallMonitor: waiting for vsmon initialization failed
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] CFirewallWrapper::FreeFirewallMonitor: entering...
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] CFirewallWrapper::FreeFirewallMonitor: calling lpFwMonitor_Stop
[ 11300 17100][7 Nov 14:23:02][TR_OVERSITE] TrOversite::Create: critical error: fail to InitFirewallMonitor, going down
[ 11300 17100][7 Nov 14:23:02][TR_OVERSITE] TrOversite::Create: Destroying TrOversite ...
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] UploadLogsComponent::Inst: create UploadLogsComponent instance
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] UploadLogsComponent::FlushBufferToFile: entering
[ 11300 17100][7 Nov 14:23:02][TR_FIREWALL] UploadLogsComponent::FlushBufferToFile: m_logConf is NULL
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::destroy: __start__ 14:23:2.938
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::destroy: delete mInst
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::~ConfigurationManager: __start__ 14:23:2.938
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::saveToFile()
[ 11300 17100][7 Nov 14:23:02][XmlWrapper] XmlDocument::XmlDocument: inside
[ 11300 17100][7 Nov 14:23:02][XmlWrapper] XmlDocument::SaveString: inside
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] OBSCURE_FILE return value 1, because it is Default variable. Scope: site NULL, gw NULL ,user USER
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] Updated trac.conf.bak
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] Updated trac.conf
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::~ConfigurationManager: __end__ 14:23:2.938. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][CONFIG_MANAGER] ConfigurationManager::destroy: __end__ 14:23:2.938. Total time - 0 milliseconds
[ 11300 17100][7 Nov 14:23:02][TR_EP_DAF_CLIENT] TrEpDAFClient::Destroy: Was not loaded.
[ 11300 17100][7 Nov 14:23:02][TR_SRV2CL] TrSrv2Cl::Destroy: Entering...
[ 11300 17100][7 Nov 14:23:02][TR_SCVCOMPLIANCEENG] TrScvComplianceEng::Destroy: inside
[ 11300 17100][7 Nov 14:23:02][TR_OVERSITE] TrOversite::ReleaseSrvMutex: mutex successfully released
[ 11300 17100][7 Nov 14:23:02][Object_validator] Object_validator::clear: enter...
[ 11300 17100][7 Nov 14:23:02][TracService] TracSrvMainLoop:
------------------------------------------
SERVICE WAS STOPPED
------------------------------------------

Do anyone know how to fix it?

P.S. I sent issue to my company tech support, but there is no answer yet.

Re: Message "Connectivity with the vpn service is lost"

lanmaster — Thu, 07 Nov 2024 11:24:02 GMT

Logs attached

Re: Message "Connectivity with the vpn service is lost"

_Val_ — Thu, 07 Nov 2024 11:27:08 GMT

I don't see how this cannot be resolved without a TAC case. Why cannot you open one?

Also, considering the same issue with different client versions, I would suspect something with the laptop and not the clients.

There is an sk180845 describing similar symptoms, but it should not happen with any version above E86.xx

Re: Message "Connectivity with the vpn service is lost"

lanmaster — Thu, 07 Nov 2024 11:28:41 GMT

I don't know how to create TAC case.

Re: Message "Connectivity with the vpn service is lost"

lanmaster — Thu, 07 Nov 2024 11:35:58 GMT

Maybe there is some alternatives available, like minimal application started in command line? I need to connect to our enterprise gateway and get ability to access to internal resources by IP/hostnames.

Re: Message "Connectivity with the vpn service is lost"

_Val_ — Thu, 07 Nov 2024 11:38:43 GMT

Please ask your security admins to handle the ticket.

Re: Message "Connectivity with the vpn service is lost"

Strikit — Tue, 19 Nov 2024 15:08:42 GMT

Такая же проблема с Asus fa706ic

Windows 11 23h2

Re: Message "Connectivity with the vpn service is lost"

lanmaster — Tue, 19 Nov 2024 16:13:40 GMT

I install GHelper and from it disable Asus services. I think these services interfere Check Point service. On Windows 10 it work.

Re: Message "Connectivity with the vpn service is lost"

Strikit — Wed, 20 Nov 2024 05:50:29 GMT

Добрый день!
Какие именно службы Вы отключали?

Re: Message "Connectivity with the vpn service is lost"

lanmaster — Wed, 20 Nov 2024 05:57:01 GMT

There is only one button "Stop services". Don't know its names. Count 8.

Re: Message "Connectivity with the vpn service is lost"

HengL_12341234 — Wed, 20 Nov 2024 11:43:19 GMT

Hi,Did you solve the problem?When i click VPN Options will popup error message "Connectivity with the VPN service is lost".
and my PC type is Asus ROG Strix 7/ Windows 11 Version 23H2

Re: Message "Connectivity with the vpn service is lost"

lanmaster — Wed, 20 Nov 2024 15:05:30 GMT

Yes, it solved for me.

Install G-Helper, go to "Extra" panel, then click "Stop" on right bottom side. In left bottom you will see "Asus services running: 0". After this you must restart CheckPoint service and it must start.

Re: Message "Connectivity with the vpn service is lost"

lord_strange — Wed, 20 Nov 2024 20:17:15 GMT

Подскажите, у вас получилось избавиться от этой проблемы с помощью G-helper?

Re: Message "Connectivity with the vpn service is lost"

lord_strange — Thu, 21 Nov 2024 11:32:58 GMT

So, you stopped Asus services. Did you make any other settings in G-Helper?

I'm a bit afraid, if I disable all asus services, my laptop won't work at all 😅

Re: Message "Connectivity with the vpn service is lost"

lord_strange — Thu, 21 Nov 2024 11:40:19 GMT

Hi, did you try G-Helper? Is the problem solved?

Re: Message "Connectivity with the vpn service is lost"

lanmaster — Thu, 21 Nov 2024 13:02:20 GMT

You can try. After press "stop" the button will be "Start". You can start services back.

Re: Message "Connectivity with the vpn service is lost"

Strikit — Wed, 27 Nov 2024 16:21:17 GMT

Thanks, let's try it! We have sent the logs to the developers. We have 2 Asus Tuf laptops and one Asus Rog on different OS. On TUF in G-Helper, I don't pay attention to the mechanism. This is exactly the problem that was in MAC OS with the boot cam