How to troubleshoot issues with accessing resources through Network Connect. (KB ID: KB9201)
| Article ID: | KB9201 |
|---|---|
| Former Article ID: | |
| Published: | Feb 07, 2008 |
| Last Modified: | Feb 07, 2008 |
| Visible By: | Employee, PTAC, Partner, Customer, Public |
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Synopsis
If Network Connect is up, but you cannot access resources through the connection then follow the steps listed below to help identify the trouble spot.
Problem
Users are unable to access resources once a Network Connect session has been established.
Solution
To view the flowchart for the steps listed below, select: KB9201 Flowchart
Use the following steps to assist with resolving the accessing resources issue:
Is Network Connect running? For assistance, see: KB9202 - How do I verify Network Connect is running?
- Yes - Skip to Step 2.
- No - Launch NC and try to access the resources.
Does the issue affect One user or Many users? For assistance, see: KB9211 - How do I verify which users an issue is affecting?
- One User - Skip to Step 3.
- Many Users - Skip to Step 4.
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 - Skip to Step 3a.
- No - Resolve the requirements issues and try the connection again.
- Have there been any recent network changes?
- No - Skip to Step 3b.
- Yes - Refer to the following link for assistance: KB9258 - How do I verify that there haven't been any network changes?
- Does the role/realm settings work for other users?
- Yes - Skip to Step 3c.
- No - Consult: KB9105 - How to verify the Role/Realm settings for Network Connect
- Has Network Connect client side logging been turned on?
- Yes - Skip to Step 3d.
- No - Consult: KB9210 - How to turn on Network Connect client side logging
- Is a software firewall allowing the Network Connect traffic? For assistance, consult: KB9216 - How do I check that a client side software firewall is not preventing access.
- Yes - Skip to Step 12.
- No - Modify or temporarily disable the software firewall to permit the Network Connect traffic, and then try the connection again.
Are the users on a supported platform? Consult: KB9212 - How do I know if my client system meets the compatibility requirements to access the SSL VPN?
- Yes - Skip to Step 5
- No - Resolve the requirements issues and try the connection again.
Have there been any network changes?
- No - Skip to Step 6.
- Yes - Refer to the following link for assistance: KB9258 - How do I verify that there hasn't been any network changes
Is the Network Connect Access Control List configured correctly? Consult: KB9203 - How to verify users have access to specific resources through Network Connect
- Yes - Skip to Step 7.
- No - Correct the ACL configuration and try the connection again.
Has Network Connect client side logging been turned on?
- Yes - Skip to Step 8.
- No - Enable client side logging and try the connection again. Consult: KB9210 - How to turn on Network Connect client side logging
If split tunneling is enabled, is it configured correctly? For assistance, consult: KB9223 - How do I verify that the Split Tunneling settings are correct on the IVE
- Yes - Skip to Step 9.
- No - Correct the split tunneling configuration and try the connection again.
If there is a proxy configured, is it configured correctly? For assistance, consult: KB9228 - How to verify the proxy settings with Network Connect
- Yes - Skip to Step 10.
- No - Correct the Proxy configuration and try the connection again.
If there are static routes/hosts configured, are they configured correctly? For assistance, consult: KB9244 - How do I verify that static routes/hosts entries are correct
- Yes - Skip to Step 11.
- No - Correct or add the necessary static routes or hosts and try the connection again.
Does the Network Connect traffic reach the destination and return back to the IVE (Routing Network Connect traffic on the back end firewalls and routers)?
- Yes - Skip to Step 12.
- No - Consult: KB9225 - How to verify that Network Connect traffic is able to reach the destination and return
Has a TCP Dump been collected for troubleshooting?
- Yes - Skip to Step 13.
- No - Refer to the following link to collect a TCP dump: KB9215 - How to collect a TCP dump from the IVE for troubleshooting
Collect Network Connect logs and open a case with Juniper Technical Support. Refer to the following link to collect the Network Connect logs and open a case: KB9218 - How to collect the Network Connect logs when opening a case with Juniper Technical Support
Category Description
By Product » Hardware » SSL VPN
By Product » Software » Network Operating Systems » SSL VPN Software (IVE OS)
Purpose
Troubleshooting