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?
- 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? 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?
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?
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?
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