Cannot SSH successfully from putty SSH client into SAC protected SSH server

Products

• Symantec ZTNA

Issue/Introduction

SAC SSH Application configured

Users accessing SAC protected SSH using Putty Application on Windows

After submitting the temporary access token / password, users get 'Access denied' messages and request to re-enter the access token as shown below:

 Access Token:
End of keyboard-interactive prompts from server
Access denied
Keyboard-interactive authentication prompts from server:
|     ########################################################################
>
|     ########################################################################
>
|     ##########                 SECURE ACCESS CLOUD                ##########
>
|     ########################################################################
>
|     ########################################################################
>
| ---------------------------------
| Please browse to the Secure Access Cloud Application Portal to obtain the Tem
> porary Access Token or to generate and download the SSH key.
| ---------------------------------
| Access Token:
 

Environment

Secure Access Cloud

SSH Application

Putty client on Windows

Cause

The putty 'Host Name (or IP address)' field must include the complete string included from the SSH Application connection parameters and not just the reported SSH Application host.

Resolution

Copy the SSH Application connection 'command' parameters, remove the 'ssh' string and copy and paste the rest into the putty 'Host Name (or IP address)' field e.g. 

ncashell@[e-mail]

Do not use the copy the 'hostname for SSH client' string from the SSH Application.