Users must have Java enabled. To verify that Java is enabled, use the following steps based on the version of browser used:
Internet Explorer 6: Navigate to Tools > Internet Options. Click on the Advanced Tab and scroll down to the following section and verify that either the checkbox for the Java (Sun) is checked or the checkbox for the Microsoft VM is checked:
Internet Explorer 7: Navigate to Tools > Internet Options. Click on the Security Tab, and then click on Custom Level. Scroll down to the following section and verify that the Disable Java radio button is not selected:
Firefox: Navigate to Tools > Options. Click on the Content Tab and verify that the checkbox next to Enable Java is checked.
Safari: Navigate to Safari > Preferences. Click on the Security Tab and verify that the checkbox next to Enable Java is checked.
Users must also allow the JSAM popup window to open when JSAM initializes. This requires that any popup blocker either be disabled or allow the popup from the site. Check with the internal Network Administrator to verify that any popup blockers are either disabled or allowing the popup.
Users must have Administrator rights on Windows Platforms (because of registry changes that are needed) if the following applications are configured for JSAM access:
NetBIOS, Outlook 5.5, Outlook 2000, or Outlook 2002
If the above settings and rights are correct and the users are still unable to run / launch JSAM:
Enable debugging for the Java client and reproduce the issue
Open the Java control panel (For Windows, go to C:\Program Files\Java\jre*\bin\javacpl.exe)
Click Advanced tab
Under Setting > Debugging, select the checkbox for Enable tracing and Enable logging
Under Setting > Java Console, select Show console
Once complete, attempt to run JSAM application and review the console output for any errors
Collect the JSAM logs that are created on the end users machine. Based on the platform used, the log is located at (if it exists):
Windows platforms: the log is located in: C:\Documents and Settings\<name of user>\Application Data\Juniper Networks\Java Secure Application Manager
Macintosh platforms: the log is located in: ~Library\Logs\Juniper Networks\Java Secure Application Manager
Linux platforms: the log is located in: ~\.juniper_networks
Once the log has been collected, open a case with Juniper Support by either calling into customer care at 888-314-JTAC (5822) or login to the case management tool via the Juniper support site at: Case Management and click the "Create a Case" link.