How to troubleshoot Network Connect installation issues. (KB ID: KB9090)
| Article ID: | KB9090 |
|---|---|
| Former Article ID: | |
| Published: | Feb 07, 2008 |
| Last Modified: | Feb 07, 2008 |
| Visible By: | Employee, PTAC, Partner, Customer, Public |
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Synopsis
Users could have trouble installing or upgrading the Juniper Network Connect client on their PC. This troubleshooting document covers the common issues related to installation problems.
Problem
The Network Connect installation is failing in one of several ways:
- The installation hangs
- Receiving an error message during installation
- Installation failed
- Upgrade failed
- Network connect won't install
Solution
To view the flowchart for the steps listed below, select: KB9090 Flowchart
Use the following steps to assist with resolving the installation issue:
Is the user currently on a supported platform? Consult: KB9212 - How do I know if my client system meets the compatibility requirements to access the SSL VPN?
- Yes - Continue with Step 2.
- No - Resolve the requirements issues and try the connection again.
Does the User have appropriate Administrative permissions to install Network Connect on the client machine? Refer to the following link for information on user permissions: KB9085 - What user permissions are necessary to install/upgrade Juniper clients on the computer?
- YES - Continue with Step 3.
- NO - If the User does not have appropriate permissions, consult: KB9084 - Installing Network Connect without having Administrative permissions for the client machine
Is this a First Time installation of Network Connect or an Upgrade / Reinstall?
- First Time Installs - Continue with Step 4;
- Upgrades or Reinstalls- Skip to Step 6.
Have you confirmed a 3rd party product is not blocking the installation of the Juniper Client?
- YES - Continue on to Step 5;
- NO - Refer to the following link for hints on resolving a 3rd party product blocking issue: KB9086 - How to determine if third party products are blocking the installation of the Juniper Network Connect client
Have the OS specific requirements been met? For assistance, consult: KB9089 - Are there specific Operating System requirements for the installing Network Connect?
- YES - Continue on to Step 6
- NO - Resolve the requirement issue and try the installation again.
At times, due to a bad or failed installation, it is necessary to completely remove Network Connect from a PC and try to reinstall again. Have you completed a clean Uninstall and Reinstall?
- YES - Continue on to Step 7
- NO - Consult the following link for instructions on uninstalling Network Connect: KB9081 - How to manually remove Network Connect
If the installation or upgrade continues to fail, log records and error message will help to troubleshoot the issue. Refer to the following link for details on what information to collect prior to opening a case with Support: KB9088 - What client side installation logs should I collect before I open a case?
Category Description
By Product » Hardware » SSL VPN
By Product » Software » Network Operating Systems » SSL VPN Software (IVE OS)
Purpose
Troubleshooting