How to Resolve “Client Device Is Not Known” Error in UAG?

Problem Summary:

When users encountered the “Your client device is not known and therefore cannot be checked for compliance with the service access policy.” error when accessing the VM from Horizon environment. The error occurred across multiple device and network combinations, resulting in blocked access.

The issue was caused by the "Unknown Endpoint" status being disabled in the VMware Unified Access Gateway (UAG). When this status is disabled, MetaAccess cannot identify unregistered devices, triggering the error.

Resolution Steps: Enable "Unknown Endpoint" Status in VMware UAG

1. Log in to the VMware UAG admin console.
2. Navigate to the Integration section or relevant policy handling endpoint checks.
3. Locate the setting labeled “Unknown Endpoint”.
4. Ensure that this option is enabled.
   • Enabling this allows MetaDefender IT Access to recognize and scan unknown devices, avoiding client rejection.

Note:

Ensure the MetaDefender Endpoint agent on all client devices is up to date.

Update the VMware Horizon client and UAG to the latest supported versions for full compatibility.