MacOS ISA App Connection Error "Warning! InstaSafe Agent was unable to start OpenVPN to connect"
This Article highlights the steps to be taken in case users are unable to connect the ISA App on macOS and the error message received is "Warning! InstaSafe Agent was unable to start OpenVPN to connect"
Issue
The ISA App on MacOS doesn't connect as expected, and throws an error message as shown below:
In addition, the ISA App Logs will display the message system policy prevents loading;check the system/kernel logs for error or try kextutil(8)
The issue is caused because the macOS security settings block a certain component named 'Tunnelblick' from running. This needs to be Allowed so that the ISA App can function normally.
Solution
Step 1: Navigate to the Apple menu and select 'System Preferences'.
Step 2: Click on 'Security & Privacy'.
Step 3: Click the lock icon at the bottom left to allow changes. Enter the system admin credentials if prompted.
Step 4 : Click 'Allow' to proceed.
The ISA App should now connect as expected.
Allow button is disabled
In some cases, the Allow button might be disabled. Possible reasons for this include:
- Physical access to the computer is required to allow the kernel extensions. The Allow button will be disabled if you are remotely accessing the computer.
- Remote connection is open or was recently open on your computer. We recommend you to restart your computer to restore access to the Allow button.
- If you are using a third-party application to emulate mouse or trackpad (such as MagicPrefs, Synergy, BetterTouchTool, etc.) close or uninstall this application in order to restore access to the Allow button.
In case you are unable to connect the ISA App on MacOS by following these steps, please contact your organization's IT Team
If you are an Admin of the organization's ISA Account and need assistance, contact InstaSafe Support