"Cisco Secure client service is not responding" / "Failed to perform required client update" Errors


Problem

Upon connecting to the VPN using the "secure-connect-allthru" connection group, an auto-update begins but then the following error appears: “The Cisco Secure client service is not responding. A VPN connection cannot be established. Contact your system administrator.” Alternatively, the error message may say that the update failed: "Failed to perform required client update checks". 

Screenshot of Cisco Secure Client Downloader error message "service not responding"

Screenshot of a popup window from the Cisco VPN regarding the VPN failing to perform required update checks

Cause

In order for the Cisco Secure Client to install the necessary updates to allow a user to connect to the UCSD VPN, it requires a constant internet connection. During the update, the VPN may temporarily disconnect. Since using an “allthru” tunnel routes all network connections through the VPN, when this disconnect happens, the installer loses internet connection and throws an error.

Solution

Choose the "secure-connect-split" tunnel group. To do so:

  1. Open the Cisco Secure Client app.
  2. In the window that appears, ensure “vpn.ucsd.edu” is typed in the box, then click "Connect".
  3. In the next window, click the dropdown menu next to “Group”. You should then see the following options:
    • Screenshot of all of the tunnel groups options available on the UCSD VPN
  4. Choose the “secure-connect-split” connection group.
  5. Enter your AD username and password to and click "OK" to sign into the VPN. Then complete the Duo prompt.
  6. Once the installer has completed, you can use either the "secure-connect-split" or "secure-connect-allthru" connection groups.

If you still have questions or need additional assistance, please contact the ITS Service Desk. You can call us at (858) 246-4357, email us at support@ucsd.edu, or submit a ticket at support.ucsd.edu.