AnyConnect - Taking several attempts to connect

[LMH0103]

Hi,

Can anyone please assist with an issue that I am currently trying to troubleshoot where it takes a user several attempts to connect via a remote access SSL VPN?

When they initially start the connection, the client attempts to connect and then it hangs. The client locks up, or they receive an authentication error. However, after roughly 4-6 attempts to connect, the VPN connects and the connection is stable. 

The issue has been raised with TAC and we have not got very far with it. So far, a new tunnel group has been suggested so I am currently in the process of creating this. However, I do not believe the LDAP servers are at fault as there are a large number of successful connections. So far we have:

• Reduced the MTU to 1200 as this previously fixed a similar issue
• Certificates have been checked on the local machine and none have expired
• The wireless adapter caused issues at one point so we have updated the drivers, but it has not resolved the symptoms

I have gathered DART logs from the client and they are attached. I have noticed the message 'Determined public interface MAC address', and then assigns a 172 address. We have no record of this IP, and I am not sure where the client would be locating this address.

Does anyone have any suggestions as to what is causing this issue? Or what the next step is in regards to troubleshooting?

Thank you for your help.

[ali.zaidi]

did you ever get the fix for this?

We are experiencing similar issues with several users now WFH.  Several users have to try 3-4 times before it connects.

[LMH0103]

Unfortunately we never found the solution to this issue. I tried adjusting various settings on the group policies but nothing managed to fix it. We could not even narrow it down to a particular version as the same AnyConnect version would work for the majority of users, but for the odd few it could take many attempts to connect.

We questioned the laptop builds and everything, but nothing managed to work. If I remember correctly, I gathered logs from DART and the tunnel did come up. It was receiving an IP address and everything, however after a few seconds, the adaptor would fail and the tunnel went down. It would then constantly retry but for whatever reason, it would never come back up for long periods. The drivers on the Windows builds were updated as well, and this made no difference.

I think DART is your best bet, as this was the only issue I could find. Shortly after, my team were no longer managing the customer's equipment, so I have no idea  as to whether they found a solution. If you do find something then please share, as I would interested in the root cause.