Netskope Private Access Gateway missing from Client Configuration screen

Summary: Netskope Private Access Gateway missing from the client configuration screen? Follow our guide to restore access on Windows 11, 10, and Server editions.

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Symptoms

Affected Products:

Netskope
Netskope Private Access

Affected Operating Systems:

Windows 11
Windows 10
Windows Server 2022
Windows Server 2019
Windows Server 2016

A user is unable to access a private application provisioned using Netskope Private Access. When looking at the client configuration screen of the Netskope client, you see the Private Access Gateway IP N/A.

Netskope Client Configuration

Cause

Not Applicable

Resolution

The steps below helps restore this functionality:

Log in to Windows with an administrative account.
Right-click Start -> Run.
In the Run dialog box, type cmd and click OK to open.
At an administrative command prompt, enter net stop stagentsvc

Note: If the client anti-tampering feature is enabled, you might not be able to stop the service in this step. You can continue the steps below and when finished a full reboot of your machine is needed.
Open Windows Explorer and go to C:\ProgramData\Netskope\stagent\data.
Locate two files that are named npaccesscert.pem and npaaccesskey.pem.
Delete npaccesscert.pem and npaccesskey.pem from the C:\ProgramData\netskope\stagent\data directory.
In the Command Prompt window from step four, enter net start stagentsvc to restart the Netskope Steering client service.

Note: If you were unable to stop the service in step four, you must reboot your computer now for the changes to take effect.
In the Windows System Tray, locate the Netskope application and right-click it.
In the right-click menu, click Configuration.
Private Access should now say Connected, and Private Access Gateway IP displays an IP address.
If you are unable to view the configuration details, or the Private Access items are still incorrect see our How to Get Support for Netskope article for further support assistance.