vpn problem: xlatesrc empty for 1 user

[GoranTornqvist]

Problem: A new customer cannot connect with telnet (or anything) to a server thru our checkpoint vpn.
When checking the VPN log for the username everything seems fine, I get:

Login
Key Install (first time setup)
Key Install
Login

Action Service Source Destination XlateSrc

Decrypt tunnel_test 172.17.10.5 fw-cluster
Decrypt tunnel_test 172.17.10.5 fw-cluster
Decrypt 172.17.10.5 fw-cluster
Decrypt FW1_pslogin_NG 172.17.10.5 fw-cluster

But when checking the last line, where he tries telnet:

Decrypt telnet 172.17.10.5 server

The XlateSrc line field is empty, he doesn't get a VPN IP.
When I try to connect with the same user account it works though, and the field XlateSrc show 192.168.122.17 which is correct. Something is blocking on the users network so he doesn't get an IP...but what? Any ideas?

Thanks for your help...

 

[rn4it]

Is the 192.168.122.17 a Secureclient IP pool address or home network IP? If it's a IP pool address, then his client may not be configured correctly.