Mac agent VPN status: tunnel failed using Web and Cloud Access Protection

Products

• Endpoint Protection
• Endpoint Protection Cloud
• Endpoint Security
• Endpoint Security Complete

Issue/Introduction

You see Status: Tunnel Failed when attempting to connect to Web and Cloud Access Protection on your Mac client:

 

Environment

• SEP Mac client
• RU6 and later (all versions)
• Web and Cloud Access Protection

Cause

Remote users of a Mac client who logged in after local users can affect which user is considered the currently logged-in user. This is a limitation of the Apple Operating System. These older connections can be through SSH or other remote connections. Previous remote connections do not need to be currently connected for this symptom to occur. Local users switching between themselves remain unaffected as long as a remote connection has not logged in after the last local user logged in.

Resolution

• Log all remote connections out of the Mac Client
• Log off and on again to the Mac Client.
• Check the Tunnel connects as normal.