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After the installation of Network Connect, sometimes there are issues with launching or establishing a connection using Network Connect. This article outlines the steps to help in troubleshooting.
Users are receiving an nc.windows.app error stating that the secure gateway denied the connection. What is causing this issue?
To view the flowchart for the steps listed below, select: KB9306 Flowchart
Use the following steps to assist with resolving issues related to Launching/Establishing a connection with Network Connect (NC):
Are you receiving an nc.windows.app.xxxxxx error message?
YES - Please consult: KB22209 - Is there a documented list of known WSAM/NC error codes and messages? KB14270 - Users cannot launch Network Connect, receiving nc.windows.app.23704 or nc.windows.app.23712 errors. Select (Search nc.windows.app errors) to search the entire Juniper knowledge Base for other possible KB articles relating to your error. If you are not able to resolve this issue using these suggested resources, proceed to Step 2. NO - Continue with Step 2
Is the user currently on a supported platform?
Consult: KB9212 - [SSL VPN/MAG] VPN tunneling client platforms supported with SSL VPN
YES - Continue to Step 3 NO - Please switch to a supported client before proceeding to Step 3.
Checked if any changes have been made to the NCP settings?
YES - Skip to Step 4. NO - Consult: KB22518 - Changes to Network Communication Protocol (NCP) settings cause Network Connect (NC) connection issues. (Login required.)
Did Network Connect obtain an IP address?
YES - Skip to Step 5. NO - Check: KB22889 - What SA SSL VPN configuration is required in order for Network Connect (NC) to obtain an IP address? (Login required.)
Are you using a Proxy?
YES - Consult: KB9245 - How does the SA define internal and external proxy? (Login required.) NO - Skip to Step 6.
Are you using a client Antivirus / Firewall?
YES - Please ensure the Antivirus / Firewall is allowing the required Juniper executables to run. See KB9216: What executables must be allowed to run in order for Network Connect (NC) to launch\connect? (Login required.) NO - Continue on to Step 7
Collect Server Side Logs. Consult: KB22509 - What server side logs will be required when I open a Network Connect case? (Login required.)
Collect Client Logs and Open a Case with JTAC. Consult: KB9218: What client side logs will be required when I open a Network Connect (NC) or Junos Pulse VPN case? (Login required.)