Solving CoIP Launcher connection issues caused by endpoint security software (McAfee Internet Security)

Description

Certain endpoint security software programs may prevent CoIP Launcher from opening needed ports for GPMA traffic. This behavior has been observed on McAfee Internet Security software on Windows.

Identifying the Issue

When launched, CoIP launcher runs a self test to verify it has connectivity. If you see the alert icon (below), it indicates that CoIP Launcher has been blocked from functioning properly.

So far, these issues have only been observed with Windows versions of McAfee Internet Security, but may be present with other endpoint security software suites. Note that this issue only affects GPMA connections, not other access types in CoIP Launcher.

Details

The issue can be confirmed by checking for "errno=10060" in the zcaa.log file, as shown below.

zcaa.log can be found in C:\Users\<username>\AppData\Roaming\Zentera\coiplauncher\<zCenter>\CoIP\zcaa\.

Please refer to the Whitelisting by Binaries on End User Machines - CoIP Launcher article for further details if needed.

Solution

This issue can be resolved by whitelisting CoIP Launcher binaries in the McAfee Internet Security firewall, as shown in the procedure below.

1. Open the Settings menu.

2. Click on 'My Protection'.

3. Select 'Firewall' to adjust firewall settings.

4. Select 'Internet Connections for Programs'.

5. In this menu, find the entry for 'Zentera Controller Agent' and click 'Edit' to change its settings.

6. Change the value of "Incoming and outgoing" dropdown list to Open to all devices, then save and apply your changes.