CONNECTION Client says "Working"

Problem

The CONNECTION Client says "Working" and never completes sign in

Details of the issue

In almost all cases, we have identified this issue as a problem caused by Microsoft's Auto-update of the Edge Webviewer.

Possible issue 1 - WebView2 95.0.1020.30

There are some cases where WebView2 failed to connect and users are unable to login to the CONNECTION Client. You can verify the version of the installed WebView2 component by navigating to Windows Control Panel > Programs > Programs and Features.

CONNECTION Client logs can reveal the following error:

10-25-21 11:44:33.651 [1] ERROR - SingleSignOnControl - CoreWebView2 init failed: Microsoft.Web.WebView2.Core.WebView2RuntimeNotFoundException: Couldn't find a compatible Webview2 Runtime installation to host WebViews. ---> System.IO.FileNotFoundException: The system cannot find the file specified. (Exception from HRESULT: 0x80070002)

Solution

As a workaround:

1. Uninstall the WebView2 runtime 95.0.1020.30 and CONNECTION Client.
2. Install CONNECTION Client version 11.0.4.15 (which installs the WebView2 runtime old 92.0.902.73 version) to resolve the error. For download options, see this article.

IMPORTANT NOTE:

CONNECTION Client needs to be installed when logged in as the local Windows administrator account, not by providing the administrator's credentials on a non-Administrator account. For details, see this article.

UPDATE: 28 October 2021

The workaround provided by Microsoft publicly on October 26th is to update group policy and push it out to all users, no uninstall/reinstall required:

• Disable (0) = Disable browser sign-in
• Enable (1) = Enable browser sign-in
• Force (2) = Force users to sign-in to use the browser

“Set that Group Policy (REG_DWORD) value to 0 or 1 if it's set to 2”

See: Microsoft Edge - Policies

NOTE:

This is not a CONNECTION Client issue - it is a Microsoft Edge WebView2 issue described here and if the above work around does not resolve it, you will need to log a service request with Microsoft for further assistance.

Possible issue 2 - Old version of 32- bit Microsoft Edge 

The "x64" folder and the EmbeddedBrowserWebView.dll gets removed and only the "x86" folder remains.

Before auto update there are the following two folders:

• C:\Program Files (x86)\Microsoft\EdgeWebView\Application\92.0.xxx.xx\EBWebView\x64
• C:\Program Files (x86)\Microsoft\EdgeWebView\Application\92.0.xxx.xx\EBWebView\x86

After auto update only the x86 folder remains

• C:\Program Files (x86)\Microsoft\EdgeWebView\Application\92.0.xxx.yy\EBWebView\x86

This happens because the machine has 32-bit Edge Chromium installed on a 64-bit OS. To confirm, please perform the following steps:

1. Open Microsoft Edge.
2. Click the three dots in the upper right corner, and select Help and Feedback > About Microsoft Edge from the contextual menu.
   
3. Note whether a 32-bit or 64-bit release is installed. If a 32-bit release is installed, contact your IT team for further assistance. A 64-bit release is required for CONNECTION Client 11.00.02.xx or later to function.
   

Solution

Uninstall x86 Edge Chromium and install x64 Edge Chromium.

Possible issue 3 - Firewall / Antivirus rules

In a few cases, there is a local change to the Firewall and/or Anti-Virus configurations done by the Organization. Please ask your IT team to check for updates or changes to the environment

Possible issue 4 - Citrix Environment

If you are using a Citrix environment with API Hooks enabled, the Microsoft Edge WebView client may need to be added as an exception per the following article:

"Working" message in Citrix environment after upgrading to CONNECTION Client 11.00.02.xx

Possible Issue 5 - BeyondTrust Privilege Guard

An incompatibility with Avecto's BeyondTrust Privilege Guard has been discovered that interferes with the Microsoft Edge WebView2 Runtime we use in CONNECTION Client 11.00.02.xx or later.

Solution

Open Task Manager and note whether a process named Privilege Guard Client is running. If running, try temporarily disabling Avecto Privilege Manager on the machine, and note whether the problem subsides. If it does, contact Avecto support for further assistance.

See Also

Microsoft Edge - Policies

CONNECTION Client Release Notes

Unable to login into CONNECTION client (version 11.xx.xx.xx) on Windows 10 machine

How to collect logs and submit logs

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