Month: June 2023

Situation: The client has a problem to schedule to backup a new server using barracuda Backup with this error message: Could not connect to the backup Agent software

Troubleshooting 1: Restart related services such as

Volume Shadow Copy
Microsoft Software Shadow Copy Provider
HyperV Virtual Machine Management (if present)
Barracuda backup agent

Background Intelligent Transfer Service
Cryptographic Services
COM + Event Systems

Please also refer to this post:

Barracuda Backup doesn’t work

Troubleshooting 2: Reinstall Barracuda Backup Agent. Please refer to this psot:

• How to Test and Reinstall Barracuda Backup Agent

 

Situation: The client can’t run google Chrome. Then he tries to remove Chrome by going to Control Panel or Settings>apps. However, o matter he tries, he can’t remove Chrome from the Windows 11.

Resolution 1: use PowerShell command

$app = Get-WmiObject -Class Win32_Product | Where-Object {$_.Name -match 'Google Chrome'}

Resolution 2: Run elevated prompt command

IF EXIST “C:\Program Files (x86)\Google\Chrome\Application\93.0.4577.63\Installer\setup.exe” (“C:\Program Files (x86)\Google\Chrome\Application\93.0.4577.63\Installer\setup.exe” –uninstall –multi-install –chrome –msi –system-level –force-uninstall)

Replace the text for your installed version.

Or

Start-Process -FilePath ‘C:\Users\Administrator\AppData\Local\Google\Chrome\Applicat‌​ion\47.0.2526.80\Ins‌​taller\setup.exe’ -ArgumentList ‘/uninstall’, ‘/silent’ -Wait

Situation: When click on Chrome, it doesn’t open and run.

Resolution 1: Check any Windows update. Install it and restart.

Resolution 2: Make sure the Chrome is not running in the background. Open Task Manager and check if Chrome is running. If so, end task.

Resolution 3: Update Chrome or reinstall it.

Resolution 4: Perform a clean re-install of Chrome:

1. completely close Chrome
   ​How to close Chrome completely:
   1. close all windows of Chrome
   2. open the Windows Task Manager [ctrl + shift + esc]
   3. if you see any open Chrome processes (chrome.exe), end them
2. uninstall Chrome and choose to remove your user data when asked
3. remove your user data or just rename it to keep it as a backup
   How to remove the User Data of Chrome:
   1. open a folder in Windows
   2. paste this address into the address bar of that window
      %LOCALAPPDATA%\Google\Chrome
   3. rename the folder “User Data” to “User Data_OLD” (this is your backup)
4. reboot your computer
5. now, reinstall Chrome with the offline installer for Chrome

 

 

Situation: The client has a problem to login GlobalProtect with this error: device or feature requires globalprotect subscription license.

Resolution 1: Remove the GlobalProtect and reinstall it.

Resolution 2: If it’s from a mobile device like a phone or tablet, we need the licenses, or we can configure a 3rd party VPN agent off the Palo.

Resolution 3: If he uses MacOS 13 (Ventura) or latest version, you may need to upgrade GlobalProect version to 5.2.4 or higher.

Resolution 4: If you nstall GlobalProect from Appel store, it may not work. You must install it from GlobalProtect Portal.

 

Enable “Save User Credentials” in client authentication settings under GlobalProtect Portal GUI: Network > GlobalProtect > Portals> (portal name) > Agent > (agent name) > Authentication. So user only needs to enter their username/password combination one time.

Situation: After the client fixed Windows 10 update issue, he has a problem to run office word with this error “C:\Windows\SYSTEM32\dxgi,dll is either not designed to run on Windows or it contains an error.” status 0xc0000020.

Resolution 1: Repairing Office online

Go to Settings > Apps > Apps and Features > Microsoft Office > Modify > Repair.

Resolution 2: Repair corrupted system files.

Check for system file corruption: Open Command Prompt as an administrator and run the command “sfc /scannow” to check for and repair any corrupted system files.

Resolution 3: Re-install Microsoft Visual C++

Go to Settings > Apps & Features. uninstall Microsoft Visual C++, restart PC.

Download and install the latest Microsoft Visual C++ from here: https://www.microsoft.com/en-us/download/detail…

Resolution 4: Re-install office 365.

Resolution 5: Run System restore. please refer to this post:

How to use System Restore on Windows 7 – Step by step with …

Situation: The client just imports SSL from GoDaddy. It doesn’t show up the Key.

Troubleshooting: When generating and exporting CSR on GlobalProtect the PA Firewall keeps the key. When importing the SSL, you must enter the same SSL name you entered when exporting. Otherwise, the key doesn’t show up.

 

Situation: After renewing their Certificate for Globalprotect, the client has a problem to login VPN with Connection failed error.

Troubleshooting: When renewing the certificate, the client might exports the current SSL certificate instead of generating the CSR. Or they enter using different SSL name. We fix the problem by generating a new CSR with different name, export and rekey in GoDaddy. Then import it in GlobalPrtect. Deleted the old SSL and modify SSL/TLS Service profile to use the new SSL.

Situation; The client exported certification fort their GloabalProtec 3 day ago and it is in pending status. Now they can’t login GlobalProtect.

Cause: renewed SSL must be imported and install in 72 hours. Otherwise, the SSL will be expired and you may have a problem to login.

Some old phones may not be compatible with DUO Mobile app. If this is a case, you can try Duo Append Mode. Please refer to this post:

• How to use Append Mode in DUO Authentication