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[ScreenOS] What information should I collect for a Site-to-Site VPN that won't come up?

  [KB9229] Show Article Properties


Summary:
This article describes the information that should be collected, before a case is opened for a VPN that will not come up. Also, this article describes the logs or files that will assist the Juniper Networks Technical Assistance Center (JTAC) with troubleshooting a Site-to-Site VPN.

The capturing of logs can be required to further troubleshoot VPN issues. Collecting the information that is listed below will help towards identifying the issue.

 

Symptoms:
After following the procedure 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?
Cause:

Solution:
The logs that are required to further troubleshoot a VPN issue are as follows:

  • get tech

  • get event

  • get ike cookie

  • get sa

Capture the above information on each Juniper product.

To capture the above mentioned data, perform the following procedure:

  1. Logon to the Juniper device, either by Telnet or a terminal software over the Console port. For assistance, refer to 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, refer to 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

    • get event type 536  (this command will capture all the events that are VPN related)

    • set console page 22 (this command will restore the console setting size)

  4. Save the captured data to a file.

When the data has been collected, open a case by either calling 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 the Create a Case link.
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