Windows ISA App Connection Issue where the status of the InstaSafe service is stuck on 'Paused'

This Article highlights the steps to be taken in case the ISA App on Windows is unable to connect and on checking Windows Services (services.msc), it is noticed that the status of the InstaSafe service is stuck on 'Paused'. The ISA App Log File remains blank.

Issue

The ISA App on Windows fails to connect as expected and the status of the InstaSafe service is stuck on 'Paused'.

In addition, the ISA App Log File remains blank and fails to provide any meaningful insight as to the cause of the issue.

This issue is typically caused when the the DLLs that the ISA Apps rely on get corrupted, due to which OpenVPN Binary fails to get executed as expected. This in turn causes the Windows Service for InstaSafe to enter a 'Paused' state from which it cannot be started up.

Solution:

Step 1: Uninstall the ISA App installed

Step 2: Install a different build of the ISA App for Windows

End-users are requested to contact their organization's IT Team for assistance.

If you are an Admin of the organization's ISA Account, please contact InstaSafe Support

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