Unable to start Cisco AnyConnect VPN Agent on Windows 8.1

[ciscovpn2005user]

Hi Guys,

I need help in troubleshooting Cisco VPN Agent on Windows 8.1

I get error message as below:

VPN service is not available
The VPN agent service is not responding. Please restart this application after a minute.

I am using it for couple of months and it was working but suddenly since last week it stopped working. 

I reinstalled hoping it would work but it is not working for some reason even after re-installation.

Software Name and Version:
Cisco AnyConnect Secure Mobility Client Agent version 3.1.04066 

Any assistance would be greatly appreciated.

Thanks,

Ameya

[ciscovpn2005user]

Windows Event Log detail as follows:

Faulting application name: vpnagent.exe, version: 3.1.4066.0, time stamp: 0x52211732
Faulting module name: Dbghelp.dll, version: 6.3.9600.16520, time stamp: 0x52e690ac
Exception code: 0xc0000005
Fault offset: 0x00029132
Faulting process id: 0x1e74
Faulting application start time: 0x01d02328f37bd890
Faulting application path: C:\Program Files (x86)\Cisco\Cisco AnyConnect Secure Mobility Client\vpnagent.exe
Faulting module path: C:\Windows\SYSTEM32\Dbghelp.dll
Report Id: 31beb6d1-8f1c-11e4-8278-54271ebdf9a6
Faulting package full name: 
Faulting package-relative application ID: 

[ciscovpn2005user]

Any update here Cisco SME's ? we use your product so we are hoping for some assistance from you guys..

[ghostinthenet]

Windows 8.1 requires AnyConnect 3.1.4072 at a minimum. If you're running Windows 8.1 Update 1, you need at least AnyConnect 3.1.5170. I would just grab the latest version to be sure.

Further details on minimum versions can be found here:

http://www.cisco.com/c/en/us/td/docs/security/vpn_client/anyconnect/anyconnect31/feature/guide/anyconnect31features.html

[ciscovpn2005user]

Hi Jody,

Nothing works. I tried 4.0.0.00061 version that fails too. Interesting thing is the same Client works form other computer but not from this computer.

I see that Cisco HostScan folder is created every time I run this program. In its logs I see the following entries which is probably the root cause of this problem.

[Fri Jul 31 14:33:06.082 2015][libcsd][debug][hs_transport_winhttp_verify_cert_hash_check] Fingerprints do not match: Given(FD7C01EA678DF70F4747DB5B79A10D69E2398324) != Computed(EF2A009CD8FDC2F3B20EA7431C01927F87BB5A5E)
[Fri Jul 31 14:33:06.083 2015][libcsd][debug][hs_transport_winhttp_verify_cert_hash_check] Fingerprints do not match: Given(FD7C01EA678DF70F4747DB5B79A10D69E2398324) != Computed(EF2A009CD8FDC2F3B20EA7431C01927F87BB5A5E)

Any idea. Happy to attach the complete log files as such it doesn't contain any confidential data but our security experts may freak out so happy to send it via email to only those who are interested to further investigate this case.

Please also note that I have now upgraded my OS to Windows 10 and problem still persist.

Disappointing...

[ghostinthenet]

The version of AnyConnect that you had initially upgraded to was also too old for full Windows 8.1 support. You needed 4.0.0.02052 at a minimum.

Now that you've upgraded to Windows 10, AnyConnect should be uninstalled and either 3.1.10010 or 4.1.04011 installed in its place.

that said, a little more research makes me think that the problem is with the dbghelp.dll file.

See if this sheds any more light on the problem?

https://stackoverflow.com/questions/22970975/using-dbghelp-dll-on-windows-8-1-update-1-crashes-application

[ciscovpn2005user]

Hi Jody,

I have attached two log files. Renamed them to .txt to that they can be uploaded. 

I personally do not believe the application creashes. Its my intuiton that it needs some code value to be matched and since it doesn't matches after maximum number of attempts it just gives up.

Happy to assist further.

[ciscovpn2005user]

Also please note that I have following versions with me at the moment.

anyconnect-win-4.0.00061-k9 (1).pkg
anyconnect-win-3.1.07021-k9.pkg
anyconnect-win-3.1.05187-pre-deploy-k9.iso
anyconnect-win-3.1.04066-pre-deploy-k9.msi
anyconnect-win-3.1.01065-pre-deploy-k9.iso
anyconnect-win-2.4.1012-web-deploy-k9.exe

The highlighted version works on one  of my home laptop which still has Windows 8.1 but didn't wok on this laptop which again had Windows 8.1 but now I upgraded to Windows 10.

Which one should I install?

Regards,

Ameya

[ciscovpn2005user]

I installed the one which you recommended but no luck. Anyway I would close this thread and open a new one as the Title an errors do not match.

Thanks for your assistance.