Global Secure Access

Question

Global Secure Access

Christopher Paul 20

We have been using Global secure access for a number of staff members to allow them to access some of our apps from home.

It looks to be working however we keep having intermittent issues where users just cannot connect to the required apps that may have been working the day before. When running a remote session with them it all worked ok for me and everything else on the users end was fine. We reset the Global Secure App and rebooted the users machine and had no luck. However when they then tried again at a later time it all worked fine.

Just wondering if anyone had advice as to why we would be experiencing these intermittent issues or is there any thing we could check?

JamesTran-MSFT 36,906 Reputation points Microsoft Employee Moderator

2024-01-05T20:17:12.1366667+00:00

@Christopher Paul

I wanted to check in and see if you had any other questions or if you were able to resolve this issue?

If you have any other questions, please let me know. Thank you for your time and patience throughout this issue.

If the information helped address your question, please Accept the answer. This will help us and also improve searchability for others in the community who might be researching similar information.
Christopher Paul 20 Reputation points

2024-01-08T12:14:17.57+00:00

Hi There,

Just posted a reply to the answer given. While its helpful the Issues I'm having are very intermittent so one minute it works but later it might not even though nothing has been changed.

Regards,

C
Akshay-MSFT 17,951 Reputation points Microsoft Employee Moderator

2024-01-12T06:41:37.5766667+00:00

@Christopher Paul
Thank you for your response, getting those logs must help in identifying the cause, also since this feature is in preview so we must see improved behavior until GA is out. Please "Accept the answer (Yes)" and "share your feedback ". This will help us and others in the community as well. Thanks, Akshay Kaushik

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JamesTran-MSFT 36,906 Reputation points Microsoft Employee Moderator

2024-01-05T20:17:12.1366667+00:00

@Christopher Paul

I wanted to check in and see if you had any other questions or if you were able to resolve this issue?

If you have any other questions, please let me know. Thank you for your time and patience throughout this issue.

If the information helped address your question, please Accept the answer. This will help us and also improve searchability for others in the community who might be researching similar information.
Christopher Paul 20 Reputation points

2024-01-08T12:14:17.57+00:00

Hi There,

Just posted a reply to the answer given. While its helpful the Issues I'm having are very intermittent so one minute it works but later it might not even though nothing has been changed.

Regards,

C
Akshay-MSFT 17,951 Reputation points Microsoft Employee Moderator

2024-01-12T06:41:37.5766667+00:00

@Christopher Paul
Thank you for your response, getting those logs must help in identifying the cause, also since this feature is in preview so we must see improved behavior until GA is out. Please "Accept the answer (Yes)" and "share your feedback ". This will help us and others in the community as well. Thanks, Akshay Kaushik

Answer 1

Akshay-MSFT 17,951 Microsoft Employee Moderator

@Christopher Paul

Thank you for posting your query on Microsoft Q&A, from above description I could understand that you were facing issues while connecting to cloud apps using Global secure access client on end user device. Now as the issue got resolved you are looking for advisory on troubleshooting steps to follow in case issue reoccur.

Please do correct me if this is not the case by responding in comments section.

Apart from testing which you have described above, you may perform following checks:

Try to switch the user i.e, login to the client with different user and see the behavior. Forces sign-in screen to change user or reauthenticate the existing user.
Collect and validate the client logs from: C:\Program Files\Global Secure Access Client\Logs
Validate the event logs from Applications and Services/Microsoft/Windows/Global Secure Access Client/Operational
Ensure that IPv6 is disabled.
DNS over HTTPS (Secure DNS) needs to be disabled.
Block QUIC when tunneling Exchange Online traffic Kindly refer to the link: https://learn.microsoft.com/en-us/entra/global-secure-access/how-to-install-windows-client#troubleshooting for reference.

Apart from steps above you may also validate Global Secure Access (preview) traffic logs

Please "Accept the answer", "Upvote" and rate your experience. This will help us and others in the community as well.

Thanks,

Akshay Kaushik

Christopher Paul 20 Reputation points

2024-01-08T12:11:59.4366667+00:00

Hi There, Many thanks for your reply. I will certainly give this a go. The issues aren't quite resolved in that they are intermittent and one minute they are fine the next not even when nothing as changed on the users device.

Regards,

Chris
Christopher Paul 20 Reputation points

2024-01-16T14:29:49.8933333+00:00

Thanks for the feedback disabling IPv6 looked to work I done it on several machines and they started to work straight away however some of the users have come back with the same issues. Event logs and Global Secure Access Logs don't seem to give me much info to go on. will try the remaining options and see how we get on. thanks.
Akshay-MSFT 17,951 Reputation points Microsoft Employee Moderator

2024-01-17T06:22:09.2966667+00:00

@Christopher Paul

Thanks for the checking the suggestion and sharing feedback. Akshay Kaushik

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