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JSAM does not install or run, how do I troubleshoot the issue?

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Categories:
Knowledge Base ID: KB9577
Last Updated: 27 Feb 2012
Version: 8.0

Summary:
This article outlines how to verify users have the correct client settings and/or rights to run/install JSAM (JAVA Secure Application Manager).

Problem or Goal:
Users are unable to run JSAM, what rights or settings are required to use JSAM?

Solution:

To view the flowchart for the steps listed below, select:  KB9577 Flowchart

There are a few settings and rights that users must have to be able to run / launch JSAM.  They are:

  • Users must be on a supported platform (OS, Browser, Java version) for JSAM.  See the following link to verify that users are on a supported platform: KB9212 - How do I know if my client system meets the compatibility requirements to access the SSL VPN?

  • 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:

      ie6

    • 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:

      ie7

    • Firefox: Navigate to Tools > Options
      Click on the Content Tab and verify that the checkbox next to Enable Java is checked.

      firefox 

    • Safari: Navigate to Safari > Preferences
      Click on the Security Tab and verify that the checkbox next to Enable Java is checked.

      safari
  • 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
    (See the following link for information on verifying the role settings: KB9585 - I cannot access resources while using JSAM. How do I check the JSAM role configuration? ).

  • Users must have Administrator rights / root access if the option of Automatic Host Mapping is used (see the following link for information on verifying the role options: KB9585 - I cannot access resources while using JSAM. How do I check the JSAM role configuration? ).


If the above settings and rights are correct and the users are still unable to run / launch JSAM:

  1. 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

  2. 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.

Purpose:
Troubleshooting

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