topic Re: Packet is dropped because user information could not be retrieved in SASE and Remote Access

Packet is dropped because user information could not be retrieved

bmartins-EUDA — Mon, 27 Feb 2023 11:12:36 GMT

Dear community,

We are facing an issue where the message in the subject ("Packet is dropped because user information could not be retrieved") of this post is displayed in the firewall logs for some users authenticating through a certificate in their managed iOS while using Check Point Capsule Connect.

The problem is that Outlook (which depends on the VPN connection to work) keeps asking for login. After an iOS restart, the problem is solved.

Have you ever experienced something similar?

We're using Intune as our MDM and have set up an automatic VPN connection when traffic is destined for internal domains. All clients are running the latest iOS version.

Cheers!

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

PhoneBoy — Mon, 27 Feb 2023 23:36:22 GMT

Version/JHF?
Can you provide a screenshot of the full log card with sensitive details redacted?

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

Chris_Atkinson — Tue, 28 Feb 2023 02:01:15 GMT

For the VPN configuration is it set to use IPSec or SSL as the transport out of interest?

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

bmartins-EUDA — Tue, 28 Feb 2023 09:48:09 GMT

Thanks for your quick reply!

I'm attaching a screenshot from the full log.

We're running on R80.40 take 180.

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

bmartins-EUDA — Tue, 28 Feb 2023 09:52:33 GMT

IPSec, with User Certificate authentication.

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

PhoneBoy — Tue, 28 Feb 2023 17:44:33 GMT

It appears there may be a fix for this available from TAC.
Suggest reaching out to them.

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

the_rock — Tue, 28 Feb 2023 19:04:06 GMT

When I did search for this on support site, first link that came up was this very post. Other than that, cant see much related to it at all. Personally, I had never seen this error, so cant even try to logically guess why it comes up in the first place. As phoneboy said, maybe contacting TAC might be best idea.

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

bmartins-EUDA — Wed, 01 Mar 2023 10:46:50 GMT

Thanks for your comments!

I will do that and then share the results.

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

the_rock — Wed, 01 Mar 2023 10:48:09 GMT

Yes, please keep us posted!

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

Cristian_F_CCSM — Wed, 06 Dec 2023 17:18:01 GMT

Hello, do you have any news?

Thanks

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

Chris_Atkinson — Thu, 07 Dec 2023 01:04:48 GMT

Out of interest how does your Jumbo level compare to that outlined in sk178891?