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Resolution Guide - SRX - Troubleshoot Pulse VPN connections to SRX

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Summary:

This is the top level article of a series of troubleshooting articles that help you get your Pulse client connected to an SRX (using the Dynamic VPN feature) and accessing the protected resources.  Start here to resolve your issue.


Symptoms:

Symptoms:

  • Pulse client cannot login or is not connected
  • Pulse client cannot get to protected resources
  • Pulse client is not connecting

For configuration help, refer to the 'Related Links' section of this article.

Cause:

Solution:

Perform the follow steps to solve the problem:

step1  Which best describes your issue with the Pulse client?

  • Can't login or can't connect to the SRX (or not sure) - Continue with Step 2
  • Can connect, but can't get to protected resources (i.e can't ping or can't FTP or can't copy files from server) - Jump to Step 5


step2  Look for the "Pulse" icon in the "system tray" in the lower right corner of the PC.   When you hover over the icon, it describes the client details. The Pulse icon highlighted below means that Pulse, the Dynamic VPN client, has been downloaded and installed to your PC.

For Pulse, the icon looks like this:


Do you see the "Pulse" icon in the "system tray"?   

  • Yes - Double-click on the "Pulse" icon, and jump to with Step 4
  • No - Continue with Step 3


step3  On the PC client, browse to Start > Programs >  Juniper Networks > Junos Pulse > Junos Pulse:


Can you browse to Junos Pulse?



step4   Is the Connection to the SRX listed?

  • Yes - Continue to Step 5

  • No - Add a connection to the SRX.  For instructions, refer to the Pulse Help and look for "How Do I..Add a connection'.  The instructions are also available here:  Managing Junos Pulse Connections

    Important: A common mistake when 'Adding a Connection' is that the Server URL is incorrectly entered. You must enter either the SRX "hostname" or SRX "IP address" in the 'Server URL' field for the connection to the SRX.
    Do not specify a regular URL of the format http://something.someone.com or http://1.1.1.1/dynamic-vpn; it must be something.someone.com or 1.1.1.1


step5   View the 'Status' of the connection to the SRX.

Double-click on the Connection name or click on the arrow to the left of the Connection Name in order to expand and view the Connection Status:


What is the 'Status' of the connection to the SRX?


Related Links: