KB9307 - How to troubleshoot issues where Network Connect won't stay connected.

This article outlines troubleshooting issues with Network Connect disconnecting.

To view the flowchart for the steps listed below, select:  KB9307 Flowchart

 Use the following steps to assist with resolving issues with Network Connect disconnecting:

Does this affect One user or Many users? For assistance, see: KB9211 - How do I verify which users an issue is affecting?

• One User     - Continue with Step 2
• Many Users - Skip to Step 3

Is the user currently on a supported platform?  For additional information, consult: KB9212 - How do I know my client system meets the compatibility requirements to access the SSL VPN?

• Yes - Skip to 2a
• No   - Resolve the requirements issues and try the connection again

 

• Have there been any recent network changes?
  • No   - Skip to Step 2b
  • Yes - Refer to the following link for assistance: KB9258 - How do I verify that there haven't been any network changes?
• Does the role/realm settings work for other users?
  • Yes - Skip to Step 2c
  • No   - Consult: KB9105 - How to verify the Role/Realm settings for Network Connect
• Has Network Connect client side logging been turned on?
  • Yes - Skip to Step 2d
  • No   - Consult: KB9210 - How to turn on Network Connect client side logging
• Is a software firewall allowing the Network Connect traffic? Consult: KB9216 - How do I check that a client side software firewall is not preventing access
  • Yes - Skip to Step 2e
  • 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? 
  • Yes - Skip to Step 10
  • No   - Consult: KB9081 - How to manually remove Network Connect

Are the users currently on a supported platform? For additional information, consult: KB9212 - How do I know 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?

• No   - Skip to Step 5
• Yes - Refer to the following link for assistance: KB9258 - How do I verify that there haven't been any network changes?

 Are the NCP settings correctly configured? For assistance, see: KB9283 - How do I verify the NCP settings?

• Yes - Skip to Step 6
• No   - Correct the NCP settings and try the connection again.

Are the session timeout settings correct for the role? Consult: KB9284 - How do I verify role timeout settings?

• Yes - Skip to Step 7
• No   - Correct the role timeout settings and try the connection again.

Is the Network Connect IP address assignment configured correctly? Consult: KB9285 - How do I verify that the Network Connect Connection Profile settings are correct

• Yes - Skip to Step 8
• No   - Correct the IP address settings and try the connection again.

Has Network Connect client side logging been turned on?

• Yes - Skip to Step 9
• No   - Consult: KB9210 - How to turn on Network Connect client side logging

Is a software firewall allowing the Network Connect traffic? Consult: KB9216 - How do I check that a client side software firewall is not preventing access

• Yes - Skip to Step 10
• No   - Modify or temporarily disable the software firewall to permit the Network Connect traffic, then try the connection again.

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