Before contacting customer support use the following checklists when discovering an issue with Universal Proxy:

• Check and confirm that the username and password are set properly between the firewall (or any other application) and Universal Proxy. For example, the correct username and password is used, there are no typos, and so on.
• Check that Universal Proxy is set up with a listening port that is not used by any other service on the computer hosting Universal Proxy to avoid port clashing.
• Check the default Java version on your computer that runs Universal Proxy by executing the java -version command. Java installers allow multiple versions to be installed and run on the same computer but a 32-bit Java does not work with Universal Proxy. Universal Proxy must run with either 64-bit Java 8 or 64-bit Java 17.
• Check whether all the timeout values of the firewall (or any other application) are set correctly.

  How to check the timeout and cookie settings in Palo Alto Network VPN?

  Note: As the LastPass Authenticator app timeout is 60 seconds (that is, users should respond to a push notification within 60 seconds), make sure that in your VPN configuration the timeout values are set higher than 60 seconds.

We provide a diagnostic tool and automatic tests for the following:

• Checking whether Universal Proxy can access the LastPass service
• Checking the RADIUS server configuration with Universal Proxy
• Checking the LDAP server configuration with Universal Proxy

Enable DEBUG logging mode if you are experiencing issues. This writes additional information to the log file, which may help you figure out the root cause.

If you contact customer support, the support engineer will request this output as part of the troubleshooting process.

Check How do I contact customer support for LastPass? for the details.

If you are experiencing technical issues with LastPass, you can create a new case for LastPass Support. For more information, see How do I report a bug to LastPass?.

For more information on how to use My Cases, see How do I use the My Cases portal?.

1. Define the issue, gather background information, and clarify the business impact.
2. Provide information on your application:
   • the manufacturer and version information of your application
   • ping test between the firewall (or any other application) and Universal Proxy
3. Reproduce the issue.
4. Select one of the following options based on your LastPass Universal Proxy version:
   • LastPass Universal Proxy v5.x: Gather diagnostic information for Universal Proxy v5.x
   • For LastPass Universal Proxy v4.x:
     • Windows: Gather diagnostic information on Windows
     • Linux:Gather diagnostic information on Linux