Sensor is failing the Pulse Secure VPN Antivirus check

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• Pulse Secure VPN downloads and runs Host Checker software
• Host Checker will report an error that "Your computer's security is unsatisfactory"
  

Environment

• Carbon Black Cloud Sensor: All Supported Versions
• Microsoft Windows: All Supported Versions
• Apple macOS: All Supported Versions
• Pulse Secure VPN Client

Cause

Though we strive to provide zero day support for AV's and firewalls, we may run into issues where a major version upgrade is released for a vendor after ESAP release and we may not have the support for the AV/firewall in the ESAP which was just released. we will see an error that HC failed due to reason "Compliance requires real time protection enabled" or the AV/firewall product will not be detected at all and it will show failure for windows defender on windows as windows defender is the default AV/firewall product.

Resolution

• The solution is to check with Pulse Secure VPN Administrator for that Company to ensure that they have implemented a check for the Carbon Black Cloud Sensor version that is in use.
• If this is something that has already been done, then the Company's VPN Admin can follow up with Pulse Secure to ensure that this check is included in a future release or implement a workaround.

Additional Information

• There are instances when there are unsupported antivirus, anti-Spyware, etc, on the ESAP product list.
• In such a scenario, there may be clients trying to connect to PCS/PPS with a unsupported application on their computer. The user may be connecting to a protected role and he or she may not connect as expected; while they might see a non-compliance message on their browser by Host Checker.
• To overcome this situation, an PCS/PPS administrator can use the process check feature provided by the PCS/PPS OS.
• If the work around is accepted, Perform the procedure mentioned in the Solution section to configure the PCS/PPS for process check, which will effectively inspect if the respective process is running for a particular application on a computer. If the process check succeeds, the host check completes and if it fails, the end user will not be able to logon to PCS/PPS.