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NetScaler Preauthentication fails on Mac OS Mojave, 'Code=-1009 "The Internet connection appears to be offline."'


Joe Hamilton

Question

We have a two policy preauthentication scan that (1) checks Windows PCs for AV and Domain membership, and (2) checks Macs for pre-approved MAC addresses (it was the only EPA policy we could get working with our Mac devices).  It has been working on NetScaler 11.1.56.x for over a year.

 

Recently, a group of Macs were upgraded to Mojave (10.14.5) and some of them (that were working previously) are now failing to get past the EPA scan.  In the epaplugin.log, we see these entries:

[2019-07-23 13:53:07] StartEpa request url received
[2019-07-23 13:53:07] Preauth epa configured
[2019-07-23 13:53:07] epaHost either empty or Vserver not found
[2019-07-23 13:53:07] Resetting timer to 5seconds
[2019-07-23 13:53:07] Resetting timer to 5seconds
[2019-07-23 13:53:10] User chose Allow Now
[2019-07-23 13:53:10] Did Fail with error Error Domain=NSURLErrorDomain Code=-1009 "The Internet connection appears to be offline." UserInfo={NSUnderlyingError=0x7fbe9fe85a30 {Error Domain=kCFErrorDomainCFNetwork Code=-1009 "(null)" UserInfo={_kCFStreamErrorCodeKey=50, _kCFStreamErrorDomainKey=1}}, NSErrorFailingURLStringKey=https://<NSGWDNS>/vpn/pluginlist.xml, NSErrorFailingURLKey=https://<NSGWDNS>/vpn/pluginlist.xml, _kCFStreamErrorDomainKey=1, _kCFStreamErrorCodeKey=50, NSLocalizedDescription=The Internet connection appears to be offline.}
[2019-07-23 13:53:10] Resetting timer to 5seconds
[2019-07-23 13:53:11] Preauth epa complete, quitting out

 

These Macs are clearly on the internet, as we are getting to the NSGW page to initiate the EPA scan for login.  If we disable to EPA scan, they are able to connect through to VPN and use it fine.  This doesn't occur on all Mac devices, as we have one in our office that is running the same versions of Mac OS, EPA client, and NetScaler Plug In, and that device connects through EPA scan every time.

 

I have a ticket open with Citrix, but this is one of the strangest issues I've encountered with NetScaler.  Anyone experienced this, or have any ideas what to try?  In both cases we have seen, re-installing the client/plugin did nothing.  I did see one weird thing...one of the ones I was troubleshooting, I didn't realize it was plugged into our internal network while I tested, and when I ran the EPA scan it passed.  Once I took it off the internal network and set it up on an external network, it failed.  So I think it must have something to do with network connectivity, but don't know where else to look.

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Do you have verbose logging enabled for EPA on the NetScaler? 

 

Take look at the following article (if you don't already have this enabled), as it should be helpful in getting some more useful information from the logs.: 

 

https://support.citrix.com/article/CTX209148 - Understanding and Configuring EPA Verbose Logging on NetScaler Gateway

 

Aside from the log on the client side, have you checked the ns.log file on the NetScaler for events around the times displayed in the client log above?

 

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