Symantec VIP Enterprise Gateway – OWA Authentication Failure After Certificate Renewal Due to Antivirus Blocking

Products

• VIP Service

Issue/Introduction

After renewing VIP certificates and restarting IIS/Enterprise Gateway services, customers may experience OWA authentication failures or missing VIP transaction logs.

• OWA authentication fails after certificate renewal
• VIP Integration Tool test connection fails
• No transaction logs appear in VIP Manager
• RADIUS authentication tests fail intermittently
• OpenSSL or diagnostic commands do not execute correctly
• VIP cloud connectivity appears unavailable after service restart

Environment

Symantec VIP 

Enterprise Gateway

VIP Integration tool

Cause

This issue can occur when antivirus or endpoint security software blocks:

• VIP Enterprise Gateway executables
• Outbound communication to VIP cloud services
• Diagnostic tools such as OpenSSL used for validation

This typically happens after:

• Certificate renewal
• Enterprise Gateway restart
• IIS service restart

Resolution

Resolution

1. Temporarily disable antivirus to confirm connectivity restoration.
2. Verify VIP Enterprise Gateway connectivity and OWA authentication.
3. Add the full VIP Enterprise Gateway installation directory (including all executables and tools) to antivirus allow/whitelist.
4. Ensure outbound traffic to VIP cloud endpoints is not restricted by security policies.
5. Restart services after applying whitelist changes.
6. Re-test OWA authentication and VIP integration.

Prevention

• Always verify antivirus exclusions after installing or updating VIP Enterprise Gateway
• Include EG installation path in endpoint security baseline policies
• Validate connectivity after service restarts in production environments

Additional Information

This issue is not related to VIP certificate validity or IIS configuration when certificates are correctly installed. Refer: https://knowledge.broadcom.com/external/article/150737