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 automatic update failed

Microsoft Edge WebView2 Runtime periodically updates itself. After doing so, it sometimes fails to load thereafter.

Solution

To resolve the issue, perform the following steps:

1. Navigate to https://developer.microsoft.com/en-us/microsoft-edge/webview2/.
2. Scroll to the bottom, and click the Download button under Evergreen Bootstrapper in the lower left corner to obtain a standalone installer for Microsoft Edge WebView2 Runtime.
3. Right-click on the Windows Start menu, and select Apps & Features from the contextual menu.
4. Find Microsoft Edge WebView2 Runtime in the list of installed products, and remove it.
5. Run the installer obtained in Step 2.
6. Restart CONNECTION Client by opening the system tray, clicking on the CONNECTION Client icon, and selecting Exit. It should start again within 15 seconds.
   

Possible Issue 2 - 32-bit installation of Microsoft Edge 

Problems arise when a 32-bit Edge Chromium is 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

Other Language Sources

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