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How to troubleshoot launching/establishing a connection with Network Connect (KB ID: KB9306)

Article ID: KB9306
Former Article ID:
Published: Feb 07, 2008
Last Modified: Feb 07, 2008
Visible By: Employee, PTAC, Partner, Customer, Public

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Article URL

http://kb.juniper.net/KB9306

Synopsis

After the installation of Network Connect, somtimes there are issues with launching Network Connect and/or establishing a connection.  This article outlines the steps to help in troubleshooting.

Problem

Users are getting an error stating that the secure gateway denied the connection, what is causing the issue?

Receiving one of the following errors:

  • nc.windows.app.23663 - Network Connect is already running on the client. Please terminate your existing session before starting a new one.
  • nc.windows.app.23704 - Connection attempt timed out.
  • nc.windows.app.23705 - Unable to display connection information.
  • nc.windows.app.23707 - Cannot open a connection to the NCService component.
  • nc.windows.app.23708 - Cannot connect to the secure gateway.
  • nc.windows.app.23709 - Cannot open a connection to the secure gateway.
  • nc.windows.app.23710 - Unable to retrieve connection information from the secure gateway.
  • nc.windows.app.23713 - Proxy authentication required to connect to the secure gateway.
  • nc.windows.app.23714 - Failed to connect to the secure gateway.
  • nc.windows.app.23715 - Unable to retrieve connection information from the secure gateway.
  • nc.windows.app.23786 - The Network Connect NCService component is not running.
  • nc.windows.app.23787 - Cannot start the Network Connect service. Please re-install Network Connect.
  • nc.windows.app.23791 - The secure gateway denied the connection request from this client.
  • nc.windows.app.23792 - Failed to connect to the secure gateway.
  • nc.windows.app.24044 - Network Connect could not initialize the Type of Service (TOS) feature.
  • nc.windows.app.24045 - Network Connect could not disable the Type of Service (TOS) feature.
  • nc.windows.app.24058 - You must reboot your computer to disable the Type of Service (TOS) feature. 
  • nc.windows.app.24059 - You must reboot your computer to enable the Type of Service (TOS) feature. 
  • nc.windows.app.24062 - Launching Network Connect will automatically terminate your W-SAM session, which may render some network resources unreachable.


Solution

To view the flowchart for the steps listed below, select:  KB9306 Flowchart

Use the following steps to assist with resolving issues related to Launching/Establishing a connection with Network Connect:

 Does this 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 - Continue with Step 2.  

  Are the users 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 2a. 
  • No   - Resolve the requirements issues and try the connection again.

  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 4. 
  • No   - Resolve the requirements issues and try the connection again.

  Have there been any recent network changes?

  If there is a proxy configured, is it configured correctly?  For assistance, consult: KB9232 - How to verify that the external proxy is configured correctly

  • Yes - Skip to Step 6.
  • No - Correct the Proxy configuration and try the connection again.

  Does the role/realm settings work for other users?

  Has Network Connect client side logging been turned on?

 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 9.
  • No   - Modify or temporarily disable the software firewall to permit the Network Connect traffic, then try the connection again.

 Has a Network Connect clean uninstall and a reinstall been done?

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

 

”note: Additional information on Error Messages can be found in the W-SAM and Network Connect - Error Messages guide for your release of SSL VPN

Category Description

By Product » Hardware » SSL VPN
By Product » Software » Network Operating Systems » SSL VPN Software (IVE OS)

Purpose

Troubleshooting

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