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Re: NETGEAR Insight VPN macOS 10.14.5

deroliver
Tutor

NETGEAR Insight VPN macOS 10.14.5

I just installed my new BR500 and added a new vpn user. Unfortunately I cannot get the InsightVPNClient to run on my macbook pro running macos 10.14.5. It just crashes everytime I open the app. How can I fix this?

Model: BR500|Insight Instant VPN Router
Message 1 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

Hello,

 

I am using OSX 10.14.2 with the latest Insight VPN client and I can connect with any issues. What version of the VPN client are you currently using? Do you have any other VPN clients installed?

Message 2 of 48
schumaku
Guru

Re: NETGEAR Insight VPN macOS 10.14.5

@MrJoshW please update your test system to macOS 10.14.5 8-)

Message 3 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

Tested this on 10.14.5 just now and able to connect to my VPN group without any issues.

Message 4 of 48
deroliver
Tutor

Re: NETGEAR Insight VPN macOS 10.14.5

So I just did a clean reinstallation of macOS mojave an tried the Insight VPN client app again. The Insight VPN client app still immediately crashes when opening it. macOS gives me the following report:

Process:               InsightVPNClient [571]
Path:                  /Applications/InsightVPNClient.app/Contents/MacOS/InsightVPNClient
Identifier:            com.netgear.InstantVPN
Version:               1.0 (???)
Code Type:             X86-64 (Native)
Parent Process:        ??? [1]
Responsible:           InsightVPNClient [571]
User ID:               501
 
Date/Time:             2019-06-09 09:37:05.177 +0200
OS Version:            Mac OS X 10.14.5 (18F132)
Report Version:        12
Bridge OS Version:     3.0 (14Y901)
Anonymous UUID:        5FA60FFC-1F39-0D78-C081-5E8A494FE069
 
 
Time Awake Since Boot: 190 seconds
 
System Integrity Protection: enabled
 
Crashed Thread:        0  Dispatch queue: com.apple.main-thread
 
Exception Type:        EXC_BAD_ACCESS (SIGSEGV)
Exception Codes:       KERN_INVALID_ADDRESS at 0x0000000000000008
Exception Note:        EXC_CORPSE_NOTIFY
 
Termination Signal:    Segmentation fault: 11
Termination Reason:    Namespace SIGNAL, Code 0xb
Terminating Process:   exc handler [571]
 
VM Regions Near 0x8:
--> 
    __TEXT                 0000000103a5d000-0000000103abc000 [  380K] r-x/rwx SM=COW  /Applications/InsightVPNClient.app/Contents/MacOS/InsightVPNClient
 
Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0   libobjc.A.dylib               0x00007fff7e08804c class_conformsToProtocol + 235
1   libobjc.A.dylib               0x00007fff7e087f46 -[NSObject conformsToProtocol:] + 46
2   com.apple.AppKit               0x00007fff516be7f1 -[NSApplication(NSTouchBarFinder) NS_touchBarProviders] + 403
3   com.apple.AppKit               0x00007fff516bf8e5 _NSTouchBarFinderGatherProvidersForContainer + 64
4   com.apple.AppKit               0x00007fff516bef0a ___NSTouchBarFinderSetNeedsUpdateOnMain_block_invoke + 279
5   com.apple.CoreFoundation       0x00007fff53991928 __CFRUNLOOP_IS_CALLING_OUT_TO_AN_OBSERVER_CALLBACK_FUNCTION__ + 23
6   com.apple.CoreFoundation       0x00007fff5399185d __CFRunLoopDoObservers + 451
7   com.apple.CoreFoundation       0x00007fff539338f9 CFRunLoopRunSpecific + 514
8   com.apple.HIToolbox           0x00007fff52c1f96b RunCurrentEventLoopInMode + 292
9   com.apple.HIToolbox           0x00007fff52c1f5ad ReceiveNextEventCommon + 355
10  com.apple.HIToolbox           0x00007fff52c1f436 _BlockUntilNextEventMatchingListInModeWithFilter + 64
11  com.apple.AppKit               0x00007fff50fb9987 _DPSNextEvent + 965
12  com.apple.AppKit               0x00007fff50fb871f -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1361
13  com.netgear.InstantVPN         0x0000000103a8435c main + 4396
14  libdyld.dylib                 0x00007fff7f85e3d5 start + 1
 
[...]
 
Model: MacBookPro13,3, BootROM 256.0.0.0.0, 4 processors, Intel Core i7, 2,7 GHz, 16 GB, SMC 2.38f7
Graphics: kHW_IntelHDGraphics530Item, Intel HD Graphics 530, spdisplays_builtin
Graphics: kHW_AMDRadeonPro455Item, AMD Radeon Pro 455, spdisplays_pcie_device, 2 GB
Memory Module: BANK 0/DIMM0, 8 GB, LPDDR3, 2133 MHz, 0x802C, 0x4D5435324C31473332443450472D30393320
Memory Module: BANK 1/DIMM0, 8 GB, LPDDR3, 2133 MHz, 0x802C, 0x4D5435324C31473332443450472D30393320
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x15A), Broadcom BCM43xx 1.0 (7.77.61.2 AirPortDriverBrcmNIC-1305.8)
Bluetooth: Version 6.0.12f1, 3 services, 27 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
USB Device: USB 3.0 Bus
USB Device: iBridge
Thunderbolt Bus: MacBook Pro, Apple Inc., 41.1
Thunderbolt Bus: MacBook Pro, Apple Inc., 41.1
 

I do not have any issues with any other app I'm using on my mac. This is really frustrating. I'm seriously considering the return of the BR500 router, since it is definitely not working for me. 

Model: BR500|Insight Instant VPN Router
Message 5 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

Hello,

 

What version of the Insight VPN client are you using? Are you able to try the previous version 1.0.0.15 to see if this version works?

Message 6 of 48
deroliver
Tutor

Re: NETGEAR Insight VPN macOS 10.14.5

Hello MrJoshW,

 

thank you for your relpy. I've tried both versions on 2 macbooks pro 15 late 2016 - unfortunately both versions immediately crash after opening the app. Today I've tried it again with my iMac 27 late 2015 and the app doesn't crash, so I think the problem must be with the specific macbook pro model that me and my colleages use - probabely a graphic card issue, since I can see the window of the app opening up for a millisecond before the app eventually crashes. The plan was to connect our 3 offices with 3 BR500-routers and have additional vpn access on the go (i. e. on our macbooks). Unfortunately it seems that this is off the table now, since I cannnot get it to work with at least one of our macbooks for we all use the same model (macbook pro 15 late 2016) .  I fear I'll have to look for a different vpn router that works with macOS built in vpn options.

Model: BR500|Insight Instant VPN Router
Message 7 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

Hello,

 

Let me send you a private message regarding this to gather more information. 

Message 8 of 48
wowpeter
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

Having the exact problem as well. Running latest Mac 10.14.5

Model: BR500|Insight Instant VPN Router
Message 9 of 48
EKKO_Coleman
Guide

Re: NETGEAR Insight VPN macOS 10.14.5

I am having the same issue of it crashing on startup.  I also have MBP 2016 with Mojave 10.14

 

My Error is also the same as posters..

 

Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000008
Exception Note: EXC_CORPSE_NOTIFY

 

Works fine on Windows 10 machines, have not tested on any other OSX machines.  Bought two of these BR500 specifically so I could use VPN to remote desktop on all the PC workstations I manage.  Completely useless without working on my MBP

Model: BR500|Insight Instant VPN Router
Message 10 of 48
deroliver
Tutor

Re: NETGEAR Insight VPN macOS 10.14.5

I figured that the insight vpn app is not crashing when my my macbook is connected to an external monitor and the internal display is turned off. I've already gave this information to the netgear support but unfortunately so far there still is no bugfix in sight - so the insight vpn client ist useless to me. 😞

Model: BR500|Insight Instant VPN Router
Message 11 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

Hello,

 

You are correct, engineering believes the issue is due to the resolution being used on some of the MAC models. Currently they are working on a possible fix and I am working with them to determine a possible release date to address this issue.

Message 12 of 48
PurelyAndy
Tutor

Re: NETGEAR Insight VPN macOS 10.14.5

Hi, 

I have exactly the same issue on my Mac Book Pro. Then it runs fine on my iMac 27".

I have OS 10.14.6 and the Insight App downloaded today. 

 

Netgear said it was Apple and Apple said wipe computer.

Ahhh a clean install of Mac OS and only other App loaded was InsightVPNClient and it crashes.

 

 

Message 13 of 48
OlivierBart
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

Exactly the same problem, nobody find a solution ? I buy it juste for my Mac and i can't use it ....

Message 14 of 48
Mluce6
Initiate

Re: NETGEAR Insight VPN macOS 10.14.5

I am having the same issue. If it’s just a resolution issues, you would think it could’ve been fixed by now. It makes it useless on all my company’s Mac devices... the whole purpose we got this VPN in the first place.

I planned to purchase more, but I’m extremely disappointed that it doesn’t work on any of our Mac’s, especially after all these months. I guess I will have to look at other products, if this issue doesn’t get fixed soon.
Message 15 of 48
OlivierBart
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

A new client InsightVPN 1.1.0.21 can be download, could you tell me if it resolve the probleme ? Thx

Message 16 of 48
deroliver
Tutor

Re: NETGEAR Insight VPN macOS 10.14.5

Unfortunately I cannot install the updated app. The download seems to be corrupted/damaged. It has only 524 kb. The old download pkg had 5 mb.

Model: BR500|Insight Instant VPN Router
Message 17 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

The latest release does not include the issue of the client crashing on MacOS versions/builds. Due to the nature of the issue we are trying to pin point further on the issue and how it is being caused. Engineering is working on a test debug build for testing in the coming weeks that will have available to public testing. Once I have the build from engineering build for public testing I can send the build to available canidates.

Message 18 of 48
OlivierBart
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

It was here for download the client.

Message 19 of 48
ModoL
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

Downloaded. Installed in 2 Mac,

1) Macbook Pro10.14.6 - On launch "InsightVPNClient quit unexpectedly"

2) Macbook Air 10.13.6 - see attached

 

Model: BR500|Insight Instant VPN Router
Message 20 of 48
jkupe
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

Any updates on this? We just purchased the BR500 so all our engineers could connect from there Macbook Pros to the VPN and the client crashes on all of their machines. 

Model: BR500|Insight Instant VPN Router
Message 21 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

We are awaiting for the debug build but one work around that has been verified by engineering is to use an external display on the Mac as this will bypass the primary display of the unit.

Message 22 of 48
jkupe
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

Yes, if I use only the external monitor, it launches. Unfortunately, the use case for our team is to connect to the VPN when they are traveling, most likely without an external monitor. 🙂

Message 23 of 48
MrJoshW
NETGEAR Expert

Re: NETGEAR Insight VPN macOS 10.14.5

GOOD NEWS EVERYONE! I have obtained the debug build. If anyone who is experiencing the crashing and issue would like to test the debug build please send me a private message and please provide feedback.

Message 24 of 48
OlivierBart
Aspirant

Re: NETGEAR Insight VPN macOS 10.14.5

Great !! I can't test for the moment but i'm interesting to know the result. Thx.

Message 25 of 48
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