ESA on macOS returning blanks page after waking up from hibernation

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

Users successfully accessing internet via Cloud SWG using Symantec Endpoint Security Agent (ESA) on Windows and macOS devices.

Users authenticate to a SAML Identity Provider before sending any traffic into the tunnel.

Some macOS users report seeing blank pages in the authentication popup when waking up from hibernation.

This typically happens after moving from office to home, and as a result of the authentication failing no traffic is sent through the tunnel.

 

 

Environment

Symantec Endpoint Security Agent (ESA).

macOS.

Aruba ClearPass OnGuard.

Cloud SWG.

Cause

Onguard needs to check the network for compliance but fails as the ESA Cloud SWG Agent needs to authenticate user successfully before traffic is sent through. Onguard locks the network down when it cannot access endpoints.

Resolution

Bypass all Onguard IP addresses from going into the tunnel.

Additional Information

In the above case a new onguard server was provisioned with a new IP address, that was not added to the bypass list. 

Only users that were going to that newly provisioned IP address were failing.