[Problem]
On Windows Operating Systems, when an End User attempts to enable Private Access, they may encounter the Status being stuck in “Connecting…”
[Analysis]
After inspecting the Application Event Logs, you may observe multiple Application Crashing Events related to netsh.exe
[Root Cause]
Secure Access Module relies on netsh.exe to setup the network environment for Private Access which causes the Private Access to keep showing “Connecting…”
NOTE: netsh.exe is a built-in Windows OS utility and Secure Access Module did not cause netsh.exe to crash
We need the customer to fix the netsh.exe crash issue in his Windows environment.
[Actions]
1.) Customer could run “sfc /scannow” in admin-level Command Prompt and see if it can fix netsh.exe Application Error
After “sfc /scannow“ finishes, please run “netsh.exe interface ip show route” and see if netsh.exe can show the routing table.
If they can see the routing table, it means netsh.exe is working properly and Private Access should resume normal operation.
2.) If “sfc /scannow“ can’t fix the issue, please contact Microsoft to fix the Issue or re-install the OS to fix the Windows Environment.