CP Mobile disconnected and service stops on specific Windows profile

[tspunkt]

Hello Checkis,

we have a very strange behvaiour of checkpoint mobile, running version E86.

There is a computer, running Win 11 24H2 (yes, but it's not the bug as mentioned in other posts ans SKs) which is unable to connect to the VPN. In more detail, only one Windows user profile. The client starts, is connecting to VPN, and then the connection stops immediately. So we first reinstalled the CP mobiel client, after all we installed new computer...
The strange behavior is this:

• Old device, Affected Account Windows, Affected Account Checkpoint -> Failed
• New device, Affected Account Windows, Affected Account Checkpoint -> Failed
• New device, Affected Account Windows, Other Account Checkpoint -> Failed
• New device, Other Account Windows, Affected Account Checkpoint -> OK
• New device, Other Account Windows, Other Account Checkpoint -> OK
• Other Device, Other Account Windows, Affected Account Checkpoint -> OK

In helpdesk.log I found this:

[] Starting new connection (2)
[] Service was stopped (in clean_trac_cb -> about to exit)
[] Service was started

In trac.log this is also shown.

Is there any idea what we can check? It seems that there is a profile setting, which crashes the service.

Regards

[the_rock]

Just wondering...I recall few years ago client having same problem and it was related to another 3rd party software they had installed on that machine. Did you check if that could be the case?

Andy

[tspunkt]

Well, yes of course there could be a third party software. But is this user profile related? We could make clean installation again and try to find our after which software it blocks...

[the_rock]

It could be, but then, at least in my logical opinion, would be good to compare with working one to see what difference is.

Andy

[PhoneBoy]

Please repeat these tests with a client that actually supports Win 11 24H2 (E88.62 is the latest): https://support.checkpoint.com/results/download/136056

TAC assistance will likely be required to troubleshoot further: https://help.checkpoint.com