Packet is dropped because user information could not be retrieved

[bmartins-EMCDDA]

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!

[PhoneBoy]

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

[bmartins-EMCDDA]

Thanks for your quick reply!

I'm attaching a screenshot from the full log.

We're running on R80.40 take 180.

[PhoneBoy]

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

[Chris_Atkinson]

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

[bmartins-EMCDDA]

IPSec, with User Certificate authentication.

[the_rock]

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.

[bmartins-EMCDDA]

Thanks for your comments!

I will do that and then share the results.

[the_rock]

Yes, please keep us posted!

[Cristian_F_CCSM]

Hello, do you have any news?

Thanks

[Chris_Atkinson]

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