NetGear ProSafe VPN client (6.12.001) fails after latest Windows 10 update (FVS336Gv2)

[Jelka011]

Hi, 

Latest Windows 10 update stopped NetGear VPN client from connecting to the router, Phase 1 fails to complete. 

None of the proposed solutions work.  Please see detailed log at the end of this message.  

This solution (https://community.netgear.com/t5/VPN-Firewalls/Windows-10-Netgear-ProSafe-VPN-Client-not-working-at-...  is not working, as we have update firmware and use the latest client software. 

Other approaches we tried:

0. Upgrafed router firmware (FVS336Gv2), client software (6.12.001)

1. Uninstalled/restart computer/nstalled NetGear Client 

2. Distabled Windows firewall, UAC, repeated 1. 

3. Run as adminsitrator, run as compatible with previous Windows versions

4. Enabled/disabled dual split tunneling 

Router: FVS336Gv2               Firmware: 4.3.3-6

NetGear ProSafe VPN Client: 

vpnconf.exe 6.12.001
tgbikeng.exe 6.4.1
comlib.dll 4.1.0.1
tgbstarter.exe 4.2.0.4
vpncfg.dll 3.2.0.3
tgblibeay32.dll 0.9.8j
tgblogonui.exe 6.12
TgbCredProv.dll 6.12
TGBMPEnum.sys 2.00.02.0003 built by: WinDDK
TGBVPNVirtM.sys 2.04.04.0001 built by: WinDDK

 Log: 

20151213 17:26:22:649 Default (SA Gateway-P1) SEND phase 1 Main Mode [SA] [VID] [VID] [VID] [VID] [VID]
20151213 17:26:22:650 [1540]Mesg 90 message_send: message 0077E308
.................................
20151213 17:26:22:655 [1540]Timr 10 timer_handle_expirations: event exchange_free_aux(0077A3C8)
20151213 17:26:22:655 [1540]Exch 20 exchange_free_aux: freeing exchange 0077A3C8
20151213 17:26:22:656 [1540]Exch 20 exchange_free_aux: removing last_sent msg 0077E308
20151213 17:26:22:656 [1540]Mesg 20 message_free: freeing 0077E308
20151213 17:26:22:656 [1540]SA 80 sa_release: SA 018A2850 had 3 references
20151213 17:26:22:657 [1540]Exch 20 exchange_establish_finalize: finalizing exchange 0077A3C8 with arg 0200B870 (Gateway-Tunnel-P2) & fail = 1
20151213 17:26:22:657 [1540]Exch 20 exchange_establish_finalize: exchange 0077A3C8 failed
20151213 17:26:22:657 [1540]SA 90 sa_find: no SA matched query

Any lead will help. 

Thank you, 

Jelena 

[Jelka011 · Accepted solution]

DaneA, all, 

Windows latest system update (KB 3124200) solved the NetGear VPN problem for me.  

For any major Windows update (since 8.1), make sure to repeat the following steps: 

1. disable IKEEXT service

2. reinstall NetGear 

Good luck! 

- Jelena 

[DaneA]

Hi Jelka011,

Welcome to the community! 🙂

Just want to know if you have also tried using other Windows 10 PC/laptop (that has the latest Windows 10 updates as well) to further isolate the problem?  

I look forward to your response.

Regards,

DaneA

NETGEAR Community Team

[woogie53]

I too am having issues connecting through the ProSafe VPN client (6.12.001) after my computer updated over the weekend.....

[Jelka011]

The connection problems persist on Lenovo Thinkpad W520, 4 years old. 

Meanwhile,, I did try it on the desktop running Windows 10, and it did not connect -> but I did not go through all the steps listed like with the laptop, as it demands a lot of time at this point.  

Is there a success case with all recent Windows 10 updates installed within a past week than can connect using NetGear ProSafe VPN client 6.12.001? 

Thank you, 

Jelena 

[villelm]

Any updates to this?  I've got two laptops with Windows 10 where the VPN client fails to connect now after the updates last week.  I've tried reinstalling, several configuration changes with no luck.  Could this be related to any SHA1 updates where they got disabled?  It appears by NETGEAR SRX-5308 still requires SHA-1 regardless of the algorithm.

[ThorCarlson]

Same here, can't connect anymore with Windows 10 PC, other Windows 7 PC still working fine. 

I noticed on the Windows 10 machine that the Authentication and Encryption Lifetime parameters had been reset to factory defaults.  I set those correctly as they are on the Win 7 machine, but no success.  Please help, anybody.

vpnconf.exe 6.12.001
tgbikeng.exe 6.4.1
comlib.dll 4.1.0.1
tgbstarter.exe 4.2.0.4
vpncfg.dll 3.2.0.3
tgblibeay32.dll 0.9.8j
tgblogonui.exe 6.12
TgbCredProv.dll 6.12
TGBMPEnum.sys 2.00.02.0003 built by: WinDDK
TGBVPNVirtM.sys 2.04.04.0001 built by: WinDDK

[DaneA]

Hi ThorCarlson,

Welcome to the community! 🙂

Is the Windows firewall or any anti-virus enabled on your Windows 10 PC? If yes, kindly disable it then check if you are able to open the tunnel.  

Regards,

DaneA
NETGEAR Community Team

[Jelka011]

See my original note: Windows firewall is disabled.  I disabled Avast antivirus and tried again, still the same problem. Note that this issue appeared only after the latest Windows 10 update, now almost 2 weeks ago.  

- Jelena 

[DaneA]

Hi Jelka011,

I apologize for not getting back to you.  Since you have already isolated the problem on your behalf, I encourage you to open an online case to NETGEAR Support about your concern.  Netgear Support will be able to inquire your concern to the engineering team.

Regards,

DaneA

NETGEAR Community Team

[Jelka011]

Hi Daniel, 

I tried that option before I started the topic, but it sent me back to submit a community question or pay to have a conversation with someone from NetGear: http://support.netgear.com/general/contact/ sends me back to the same options again.

Can you open a ticket or let us know where compatibility of 6.12.001 and latest Windows 10 updates stand? 

Thank you, 

Jelena 

[ThorCarlson]

Turned off Windows firewall and disabled AVG antivirus, no change.

Tunnel was in daily use and working fine until the latest round of Windows 10 updates.

I searched for installed updates between 12/18 and 12/20 and uninstalled Windows security updates:

KB3116900

KB3124200

KB3119147

None helped.

There were also what seems like hundreds of Microsoft Office updates that installed on 12/18.  It would be a big effort to roll those back.

[ThorCarlson]

Firewall off.

Antivirus off.

Uninstalled KB3116900, KB3124200, KB3119147

Ran system restore back to 12/19 (oldest restore point available)

Nothing helped.

Console list:

20151221 20:56:53:586 Default (SA CFPC-P1) SEND phase 1 Aggressive Mode  [SA] [KEY_EXCH] [NONCE] [ID] [VID] [VID] [VID] [VID] [VID]
20151221 20:56:53:587 TSocket No socket for IPV4 address 192.168.2.111:500
20151221 20:56:53:587 TSocket message data type IKE (0) could not be sent
20151221 20:56:58:588 Default (SA CFPC-P1) SEND phase 1 Aggressive Mode  [SA] [KEY_EXCH] [NONCE] [ID] [VID] [VID] [VID] [VID] [VID]
20151221 20:56:58:589 TSocket No socket for IPV4 address 192.168.2.111:500
20151221 20:56:58:590 TSocket message data type IKE (0) could not be sent

/Console list:

Clearly, something in the recent Windows Update broke this software.  Instead of suggesting a paid support call, perhaps the software engineers can troubleshoot this, get the product working again in Windows 10, then post back here with our solution. 

We really need this back ASAP.

[DaneA]

Hi @ThorCarlson / @Jelka011,

I apologize for the inconvenience this has caused you.  Netgear Support will be able to inquire / consult / escalate this to the engineering team that is why opening up an online case with NETGEAR Support is needed.  

Also, it appears that its not just the NEGEAR VPN Client software is affected by the latest Windows 10 updates.  Let me share this forum link I found online where it depicts that other software / apps does not work after  the latest Windows 10 updates.  

I also found this link online where some fix/es has been described to address the issues caused by the Windows 10 upgrade.  Be reminded to perform the procedure at your own risk.  

Regards,

DaneA
NETGEAR Community Team

[DaneA]

Hi @ThorCarlson / @Jelka011 / @woogie53 / @villelm,

I inquired this forum thread to a higher tier support expert of NETGEAR and I received a response just today with steps that I like to share with you that might resolved the problem.  Here are the steps below:

a.  Windows 10 updates forced its own IKE service to run.  Kindly disabled that, called IKE and AuthIP Ipsec Keying Modules.

b.  Restart Greenbow’s service, named ‘tbgike’, and then it should work without issue.

Likely, this might be the case from now on, as Windows will always push their own client.  

Regards,

DaneA

NETGEAR Community Team

[villelm]

This worked for me! 

The trick for me, after disabling the IKE service, was to close out the Netgear client and then restart it and it worked.  The first time I attempted this.  I stopped the IKE service and just attempted to reconnect without closing and restarting the netgear client.

Thanks!

[DaneA]

Hi @villelm,

I am very glad that the steps worked for you.  🙂   Thanks for sharing the 'trick' you did here in the community 🙂

Cheers, 

DaneA

NETGEAR Community Team

[Jelka011]

This approach does not solve the original problem I reported.  

IKE and AuthIP Services have been disabled since 8.1:  I forgot to mention that in my original post, but that was the first thing I checked.  

I did turn off the Netgear client, restarted TgbIke Starter, started Netgear again,  and still stuck at the same mode.  

Any other approaches we can try? 

Thank you, 
jelena 

[DaneA]

Hi Jelka011,

Kindly try to uninstall then reinstall the VPN Client Professional v6.12.001 on your Windows 10 PC then follow again the steps I shared.

Also, kindly read the recent response of villelm about the steps he did that make it worked for him.  Try also the steps that villelm did.   

Regards,

DaneA

NETGEAR Community Team

[Jelka011 · Accepted solution]

DaneA, all, 

Windows latest system update (KB 3124200) solved the NetGear VPN problem for me.  

For any major Windows update (since 8.1), make sure to repeat the following steps: 

1. disable IKEEXT service

2. reinstall NetGear 

Good luck! 

- Jelena 

[ThorCarlson]

This worked for me, disabling the IKE service, then stopping and restarting the NetGear client.  Thanks all.

[ccrooks237]

There is another solution. Export your policies, run the install program uninstalling and re-installing and all will be well. BTW, a very important note. Make sure you have a good internet connection as the uninstall clears the license from the unknown Netgear licenses server, so when you restart, you can be sure the license activates.

Takes about five minutess.

Charles

[DaneA]

Hi ccrooks237,

Welcome to the community!

Thank you for sharing the procedure of the solution you did here in the community.

Cheers,

DaneA
NETGEAR Community Team