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What information should I collect for a Site-to-Site VPN that won’t come up? (KB ID: KB9229)

Article ID: KB9229
Former Article ID:
Published: Dec 19, 2006
Last Modified: Dec 19, 2006
Visible By: Employee, PTAC, Partner, Customer, Public

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Article URL

http://kb.juniper.net/KB9229

Synopsis

What information should I collect before I open a case for a VPN that won’t come up?  What logs or files will assist the Juniper Networks Technical Assistance Center (JTAC) with troubleshooting a Site-to-Site VPN?

Capturing logs could be required to further troubleshoot VPN issues.  Collecting the information listed below will help towards identifying the issue.

 

Problem

After following the steps in KB9221 - How to Troubleshoot a Site-to-Site VPN that won’t come up and the VPN continues to fail, which logs are needed to further troubleshoot the issue?

Solution

The logs needed to further troubleshoot a VPN issue are the following:
  • get tech
  • get event
  • get ike cookie
  • get sa

Note:Capture the above information on each Juniper product.

Follow the instructions below for capturing the above data
  1. Log on to your Juniper device, either by Telnet or a terminal software over the Console port. For assistance, see KB6011 - How to Setup a Serial Console Connection to the NetScreen's Communications Port Using Hyperterminal.  
  2. Turn on the text capture feature of your Telnet or terminal software.  For assistance, see KB6206 - How do I save the console or screen data from a telnet session? 
  3. Issue the following commands;

    • set console page 0 (this command disables the "more" option)
    • get tech
    • get ike cookie
    • get sa
    • set console page 22
    • get event (only the first four or five pages are needed)

  4. Save the captured data to a file.
 
 
Once the data has been collected, open a case by either calling in to Juniper Networks Technical Assistance Center at 888-314-JTAC (5822) or login to the Case Management tool via the Juniper support site at: Case Management and click on the "Create a Case" link.
     

Category Description

By Product » Hardware » Firewalls
By Product » Hardware » Firewalls » NetScreen Firewall/IPSec VPN
By Product » Software » Network Operating Systems
By Product » Software » Network Operating Systems » ScreenOS Software

Purpose

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