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[SRX] Pulse client connection status is 'Disconnected'

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Article ID: KB23031 KB Last Updated: 16 Dec 2014Version: 3.0
Summary:

Troubleshooting steps to get your Pulse client (Dynamic VPN client) connected to the SRX.

This article is a part of the Dynamic VPN Resolution Guide:  KB17220 - Resolution Guide - SRX - Troubleshoot Pulse VPN connections to SRX

 
Symptoms:

Symptoms:

  • Pulse client is downloaded, but it can't connect to the SRX
  • Connection Status in Pulse window reports Disconnected

Cause:

Solution:

Note:  This article assumes that the Pulse client has been downloaded to the PC.  If it has not or if you are not sure, refer to KB17220 - Resolution Guide - SRX - Troubleshoot Pulse VPN connections to SRX.


step1 Double-click the Pulse icon in the PC's system tray, or select Start > All Programs > Juniper Networks > Junos Pulse > Junos Pulse.

The Pulse window is displayed as follows:

If Status is 'Connected', then continue with the steps in KB17660 - Pulse client is connected, but can't get to protected resources.

If the Status is 'Disconnected' (or not connected), then continue with Step 2.


step2 Select the Connection name in the Pulse window, and click Connect.

Continue with Step 3.


step3  If a window titled 'Invalid Server Certificate' or is displayed, this is normal. This is displayed if the certificate on the SRX has not yet been added to the local computer's trusted certificate store. Click on "Save settings" and Connect.

Continue with Step 4.


step4  Enter the User Name and Password (XAuth):

Continue with Step 5.


step5  In the Pulse window, expand the connection name to display the Connection Status:

 

If the status is 'Disconnected', the possible reasons may be the following:


If the status is 'Connected', and the client can't get to protected resources, continue with KB17660 - Pulse client is connected, but can't get to protected resources.



If the problem is still not resolved after completing the steps above, collect the information listed in KB21781- [SRX] Data Collection Checklist - Logs/data to collect for troubleshooting, and open a case with your technical support representative. (Note the 'IPSec - Dynamic VPN' section for the additional data to collect.)



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